A call center handles a good number of inbound calls, in addition to the telemarketing campaigns as a part of voice-based support. The comprehensive reporting provided by inbound call center software helps an agent gauge the self-efficacy and improve customer experience. Moreover, relying on metrics is also helpful evaluating the performance of an individual agent to scale productivity. The blog post discusses four essential metrics which an ideal inbound call center software is supposed to track that can help the agents to design effective workflows.
1. Total Calls and Average Handling Time (AHT)
The total number of calls attended by an inbound agent has a direct correlation with the average handling time. AHT is one of the prime KPI’s in almost every inbound call center process that helps to assess the efficiency of an agent in handling and responding queries. An ideal AHT curve says, “Lesser the time spent, more the productivity." If an agent is handling more calls in a given time, they are better performers than other members. There are, however, other factors that demand consideration to assess the average agent efficiency, apart from AHT. Nevertheless, an ideal inbound call center software tracks the number of calls attended by each agent, along with providing adequate reporting mechanisms including a pictorial representation to aid a comprehensive analysis.
2. Average Speed to Answer
While the average attention spans are showing a downward curve, the average speed of answering an incoming call carries significant importance in an inbound contact center. As a thumb rule, a person who readily answers a customer call without considerable delays is more likely to delight the customers. Streamlining the inbound call center metrics helps in understanding the readiness of the agents when answering the calls and it is possible only with the help of an adequate inbound call center software.
Related: 3 key Benefits of Cloud-Based Call Center Solutions
3. Call Disposition Codes
Call disposition codes in inbound contact centers help in keeping a track of the call purpose. An inbound call, for instance, may be segregated as a new query, a follow-up or simply a confirmation or acknowledgment for a previous resolution. Adding tags to each call summary can help in assessing the success rate of the calls handled by individual agents. Needless to say, an inbound contact software integrates these features to supply notes or disposition codes to every call.
4. Agent Status
Agent status has a direct relation with productivity and determines the activities that require a lot of time. Status of the agent can also help to route the call to the next available agent during peak hours when the agents are busy. Inbound call center software also showcases and fetches reports for agent status that help to improve productivity.
The Bottom Line
Inbound call efficiency is equally important like outbound calls and mechanisms need to be in place to track the metrics. As reporting metrics provide an unbiased picture of call center agent performance, corrective actions can be taken to improvise that will not only boost productivity, but also result in a better customer experience.
1. Total Calls and Average Handling Time (AHT)
The total number of calls attended by an inbound agent has a direct correlation with the average handling time. AHT is one of the prime KPI’s in almost every inbound call center process that helps to assess the efficiency of an agent in handling and responding queries. An ideal AHT curve says, “Lesser the time spent, more the productivity." If an agent is handling more calls in a given time, they are better performers than other members. There are, however, other factors that demand consideration to assess the average agent efficiency, apart from AHT. Nevertheless, an ideal inbound call center software tracks the number of calls attended by each agent, along with providing adequate reporting mechanisms including a pictorial representation to aid a comprehensive analysis.
2. Average Speed to Answer
While the average attention spans are showing a downward curve, the average speed of answering an incoming call carries significant importance in an inbound contact center. As a thumb rule, a person who readily answers a customer call without considerable delays is more likely to delight the customers. Streamlining the inbound call center metrics helps in understanding the readiness of the agents when answering the calls and it is possible only with the help of an adequate inbound call center software.
Related: 3 key Benefits of Cloud-Based Call Center Solutions
3. Call Disposition Codes
Call disposition codes in inbound contact centers help in keeping a track of the call purpose. An inbound call, for instance, may be segregated as a new query, a follow-up or simply a confirmation or acknowledgment for a previous resolution. Adding tags to each call summary can help in assessing the success rate of the calls handled by individual agents. Needless to say, an inbound contact software integrates these features to supply notes or disposition codes to every call.
4. Agent Status
Agent status has a direct relation with productivity and determines the activities that require a lot of time. Status of the agent can also help to route the call to the next available agent during peak hours when the agents are busy. Inbound call center software also showcases and fetches reports for agent status that help to improve productivity.
The Bottom Line
Inbound call efficiency is equally important like outbound calls and mechanisms need to be in place to track the metrics. As reporting metrics provide an unbiased picture of call center agent performance, corrective actions can be taken to improvise that will not only boost productivity, but also result in a better customer experience.