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INTRO

AHT

BLOCKING

CPC

CSAT

FCST

CALLS OFFERED

OCCUPANCY

ADHERENCE

REVIEW

Call Center Metrics


	Measuring and understanding metrics can be a pain point for call center managers. With that in mind, SearchCRM.com teamed up with Strategic Contact to bring you this Call Center Metrics School. Start with the introduction below, then go through each of the lessons to learn about the top 10 metrics individually. Whether you're a new agent trying to measure metrics performance or a seasoned manager who's been tracking metrics for years, you'll learn tips for designing a metrics strategy that works.

FEATURED METRICS

	Understanding average handle time (AHT) for the call center (Understanding average handle time as a call center metric: Podcast)
	Understanding occupancy for the call center (Understanding occupancy as a call center metric: Podcast)
	Understanding service level for the call center (Understanding service level as a call center metric: Podcast)

INTRODUCTION TO THE CALL CENTER METRICS SCHOOL

Start here for an introduction and to find out how to get the most from the Call Center Metrics School.
LEARN MORE: INTRODUCTION TO THE CALL CENTER METRICS SCHOOL

AVERAGE HANDLE TIME (AHT)

Acronym: AHT

Definition: The total amount of work time related to calls, including average talk time (ATT) and average after call work time (ACW), divided by the number of calls handled.

Application: AHT is the total average amount of time a CSR spends talking and in post call work in relation to a call. Comprised of ATT and ACW.
LEARN MORE: AVERAGE HANDLE TIME (AHT)

BLOCKING RATE

Definition: Percent of calls offered that are not allowed into the system; generally % receiving busy, but may also include messages and forced disconnects.

Application: Blocking rate is an important metric to consider to ensure you are allowing your customers access to your center. It is generally kept very low (under 1%).
LEARN MORE: BLOCKING RATE

COST PER CONTACT

Acronym: CPC

Definition: Total of all costs associated with answering a call or handling a contact divided by the total number of calls or contacts.

Application: Cost per call/contact is a common metric used widely across all industries. Monitoring it allows management to determine where to spend valuable funds on technology and process improvement.
LEARN MORE: COST PER CONTACT

CUSTOMER SATISFACTION

Acronym: CSAT

Definition: A measure of the overall satisfaction of the interaction or service.

Application:

An important measure of success and is vital method of feedback for process and product improvement.

Companies that devote energy and resources into determining it are more easily able to maintain a competitive position.
LEARN MORE: CUSTOMER SATISFACTION

FORECASTED CALLS/AHT VS. ACTUAL CALLS/AHT

Acronym: +,- FCST

Definition: Expressed as a percentage of the difference between the amount of calls forecasted and the amount actually received. +, -% above or below forecast.

Application: Accurately forecasting volume is critically important for call centers. It is a key element for determining the appropriate amount of resources required.
LEARN MORE: FORECASTED CALLS/AHT VS. ACTUAL CALLS/AHT

NUMBER OF CALLS OFFERED

Acronym: NCO

Definition: Total number of calls offered to a queue.

Application: Calls or contacts offered to a queue are important metrics to help quantify the amount of resources and staff needed to handle the queue.
LEARN MORE: NUMBER OF CALLS OFFERED

OCCUPANCY

Acronym: OCC

Definition: Total handle time divided by total time signed into the queue expressed as a percent.

Application: Occupancy is the amount of time a CSR spends either talking or in after call work from handling a customer call.
LEARN MORE: OCCUPANCY

QUALITY MONITORING SCORES

Acronym: QM

Definition: Numerical scoring and notes/feedback about the service provided to customers.

Application: Normally used in reference to call quality monitoring, using some sort of scorecard. However, it is any quality measurement referring to calls, paperwork, Web interactions and email.
LEARN MORE: QUALITY MONITORING SCORES

SCHEDULE ADHERENCE

Definition: Total time a CSR is available for call work divided by the time they are scheduled expressed as a percentage.

Application:

Schedule adherence is used to ensure CSRs work the amount of time they are supposed to work.

Sometimes adherence can take into account breaks and other time off the phone (often referred to as "compliance").
LEARN MORE: SCHEDULE ADHERENCE

SERVICE LEVEL

Acronym: SL or SVL

Definition: Percentage of calls (X%) answered within Y seconds.

Application: Generally measured for each time interval (e.g., half hour) and is reported on a daily, weekly, or monthly basis. Applied to a given queue, phone number, or group/skill set. Expressed with notation such as "80/35" (for 80% in 35 seconds).

LEARN MORE: SERVICE LEVEL

METRICS STRATEGY AND REVIEW

Visit this section to get a review of the lessons in the school and to hear a comprehensive podcast on metrics strategy featuring Lori Bocklund and Steve Suhn of Strategic Contact. Also find a downloadable PDF chart you can use to reference the top 10 call center metrics and those on Strategic Contact's "honorable mention" list.

LEARN MORE: METRICS STRATEGY AND REVIEW

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