Your outbound call center operates in a stressful environment, and you need to handle thousands of calls per hour while maintaining a high standard of customer service.
When evaluating the effectiveness and efficiency of a call center, it is essential to analyze KPIs for outbound call centers. Although most call center managers and decision makers know that they need to analyze outbound call center KPIs, it is usually not clear which call center indicators to measure and track over time. This infographic will help solve this problem. It lists and describes 12 outbound call center KPIs and indicators for measuring success.
1. Average sales per agent
The sales indicator for each agent tracks the team’s call efficiency by measuring sales and total call volume. Managers need to track this to adjust targets and guide overall sales performance.
2. Actively waiting for a call
Through this call center indicator, managers and agents can see the number of calls held and the number of calls being processed by the agents. Active Waiting Calls are important to operational efficiency and help evaluate team performance in real time.
3. Call hold time
Use one Power dialerIn order to maximize efficiency, it sometimes means that potential potential customers are waiting for an agent to talk to them after answering the phone. This time should be as close to zero as possible, because on average, the longer each call takes; more call abandons occur.
4. Average call time
This indicator is very useful for fine-tuning adjustments in call presentations, and is also called “tone”. Propaganda time is too long, will reduce the success rate.
5. Call center status indicators
The KPI monitors multiple indicators to give managers insight into the performance of their teams. By viewing each of these key indicators, managers can view current capabilities and performance in one place.
6. Cost per call
The cost per call indicator allows call center managers to gain insight into the cost of each individual contact. This particular metric helps determine if there is a benefit in getting contact, or if the cost of getting is too high.
7. Traffic during peak hours
Rush hour traffic helps managers determine when the traffic is the busiest. This enables them to prepare and arrange enough call agents to handle the call boom during a specific time period.
8. Customer satisfaction
Customer satisfaction ratings are a way to reach customers and proprietary technical content and satisfy them. A good customer experience can help your brand grow and have an impact on the overall performance of your agents.
9. Transfer rate
The transfer rate is the percentage of incoming calls that the agent eventually transfers to another team member or department.
10. Time loss caused by technical problems
Technology does not always work the way we want. As a manager, it is important to understand the downtime that has occurred, and it is important to be able to determine the cause of this lost time. This specific metric gives managers and call teams an insight into the total downtime due to technical issues.
11. Agent productivity
The agent utilization index allows the call manager to understand the total time share of the call agent participating in the call to perform call-related work. When monitored together with target values, this indicator can help managers understand their team’s efficiency in setting goals.
12. Revenue per successful call
The revenue indicator for each successful call lets your team know how much revenue they bring to the company for a successful call. This indicator can help managers plan expected income based on set goals and current schedules, while also allowing them to understand the value of effective calls to the team.
Improve customer satisfaction through these outbound call center indicators
A positive customer experience is essential to the healthy development of any company.
12 The outbound call center indicators mentioned above can provide greater insight. Track this data to identify areas for improvement and increase customer satisfaction.