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How to Build a Great Call Center Metrics Dashboard: Benchmarks & Best Practices

Blog Post created by robertstanley Employee on Nov 3, 2017

Call centers are used by many businesses to field incoming calls and make outbound calls. The agents tasked with call management are usually engulfed in an endless stream of conversation, documentation, and follow-up. The constant activity can leave agents feeling unsure about their performance, and if the structure is too chaotic, you may not be sure of your overall performance as a call center.

 

The best way to track agent and center performance is through a call center metrics dashboard. Dashboards show information about call performance, so you know exactly where improvements need to be made.

 

How to Build a Call Center Dashboard

Deciding to use a metrics dashboard in your call center isn’t a system you flip a switch to turn on. There are critical steps to follow in building a great dashboard.

 

1. Know your goal.

What problem do you want your call center dashboard to solve? Do you want your agents to see their performance scores in near real-time? Does your executive team want to measure operational efficiency? These are two different goal types and require different views.  Once you have a goal, you can design it to track the metrics that matter most to your business.

2. Brainstorm what metrics matter.

Sit down with those that will use the dashboard to brainstorm which metrics matter most. Call center agents may want to see how they are performing against others which supervisors may prefer to see metrics on the whole team.  Look at metrics that affect individual and group performance. But don’t overlook metrics that improve operational efficiency, compliance, customer experience and sales/collector revenue.

3. Make it easy to navigate.

The easier it is to navigate and understand, the more likely it will get used.

4. Create unique dashboards for departments.

If you have a need for dashboards for several departments, don’t be tempted to create one for all. Segment the metrics into unique dashboards for each department. This way contact center supervisors can see data on their agents and team’s performance and executives can look at the overall performance without seeing too much at once.

 

Makeup of a Great Dashboard

 

There is still the challenge figuring out what metrics add value to your overall business operations. Here is a list of the most valuable metrics to include on your call center dashboard:

1. Average Handle Time

The average call handle time is the average time spent taking care of incoming calls from beginning to end including any activities after the call is finished.  If average call handle time is high, you may need to adjust processes or add additional resources for your agents to use.

2. First Call Resolution

First call resolution (FCR) measures how well you help customers the first time they contact you without having to follow up later. If you have a low first call resolution rate, you know to look for trends causing it. Sometimes, your auto-attendant or IVR isn’t optimized, or calls get routed to the wrong department. Knowing you have an FCR problem is half the battle in fixing it.

3. Call Abandonment Rate

Abandoned calls measures the number of callers that hang up before they reach a call representative. Tracking this key metric tells you when your staffing is too low during call peak times. It also shows you if a particular agent isn’t answering as many calls as other agents which gives you a chance to review their calls for necessary improvements.

4. Average Hold Time

The average time a customer waits on hold before being connected with a live agent can be detrimental to your customer satisfaction score. Tracking it lets you see if average hold times are higher at certain times during the day or year. Once you know the trends, you can increase the number of agents fielding calls.

5. Customer Satisfaction

Every company takes a different stance on measuring customer satisfaction. Since customers are the lifeblood of your business, we think this KPI is vital to track. Customer satisfaction measures how the customers feel about their call outcome. Are they happy? Will they refer others to you? Are they upset that the call wasn’t resolved?

6. Agent Performance

Using speech analytics software, you can review agent’s individual calls for silence, angry tones, or red-flag terms that you don’t want used. Combining this with average handle time, abandon calls and other metrics lets you score their overall performance.

 

Final Thought

A call center dashboard delivers significant value to your agents and departments. To maximize its potential, make sure you customize the output for the end user.

 

What is on your call center dashboard?

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