What are the key performance indicators (KPIs) for inbound call centers?

To measure the performance of these call centers, it is essential to track certain key performance indicators (KPIs) that allow you to measure the quality of service. How do you do this? What to do? In this article, we will look at the essential KPIs for inbound call centers.

Average call handling time

Average call handling time (ACHT) is a crucial kpis for call centers to measure performance. It measures the average time agents spend handling a call. A high AHT can indicate problems such as lack of agent training, technical issues or inefficient processes. Monitoring AATR is important to ensure a quality customer experience and avoid excessive wait times. Therefore, this metric is important for services and helps you see how your work is performing in the long run.

First call resolution rate

First Call Resolution Rate (FCR) measures the call center's ability to resolve customer issues on the first call. A high FTR indicates that agents are competent and well-trained, while a low FTR may indicate issues such as inefficient processes or lack of training. Monitoring TRP can help improve customer satisfaction and reduce costs by avoiding callbacks and escalations. First call resolution rate is a factor that helps you satisfy the customer as needed directly via the phone conversation. So you need to seize this opportunity and build it into your business.

Customer Satisfaction

Customer satisfaction (CSAT) is a key KPI for inbound call centers. It measures the overall satisfaction of customers following a call. CSAT can be measured using surveys or polls. Call centers can use CSAT results to identify common problems and improve service quality accordingly. Tracking KPIs is essential for measuring inbound call center performance. KPIs such as TMTA, TRP and CSAT are crucial to ensuring a satisfactory customer experience and improving overall call center performance. By monitoring these KPIs, companies can identify problems and implement improvements to deliver superior service to their customers.