How to monitor a cloud call center's performance?

Most businesses these days have moved to the modern cloud call center from legacy PBX systems. This is because, the solutions provide them the adaptability to the ever-changing customer expectations. They also help a cloud call center (CCC) to enhance the productivity of their agents and increase customer satisfaction.

A contact center generally employs technology such as a CCCS to handle either inbound, outbound calls, or both. A CCC, is a cloud hosted technology. It comprises key technologies such as IVR (Interactive Voice Response), ACD (automatic call distributor), etc.

Cloud based call center solutions act as a medium of communication between businesses and their clients via the internet. They are simple to set up and easy to maintain with less pinch to the pocket. This can be accessed and connected with clients anytime, anywhere.

This software allows managers, and supervisors to monitor the main metrics. Upon monitoring metrics, managers, and supervisors can improve the performance of their customer support team and thereby can improve end-customer satisfaction. So what are these metrics that help monitor a call center’s performance? We share answers to these questions in this article.

KPIs that Monitor a Cloud Call Center's Performance

A low cloud call center performance is an indication of an inappropriate combination of metrics. Therefore for achieving a good performance it is very important, on the part of the manager, to know about the right combination of metrics that are measured. Below is a list of major KPIs that are very easy to track and will help achieve high performance.

First Call Resolution

First call resolution is the ability of agents to resolve the customers’ inquiries/complaints within the first call itself. The inquiries could be a customer’s call, email, etc. It is a metric commonly used in conjunction with average handling time. A good first call resolution enables one to maintain customers. It can help gain satisfied customers, and also helps one increase the performance of your agents.

https://blog.hubspot.com/service/first-call-resolution

AHT/Average Handling Time

Average handling time is a key KPI that measures the average time taken by a customer’s call. It measures agents’ efficiency and it includes the time taken by agents for customer interaction. It is calculated as

Total talk time + Total hold time + Follow up time = Average Handling Time

Total number of customer conversions/ Total calls

It can be lowered by providing effective training to agents, monitoring the performance of agents, recording calls that can be used to train agents well, and optimizing call routing.

https://www.zendesk.com/in/blog/average-handle-time/

CSAT Score

A CSAT score measures customer satisfaction with a business service/product so purchased. It could even measure the level of interaction of a customer with a business. It is calculated as follows;

CSAT Score = Sum of all positive responses X 100

Total responses collected

It can be used after customer lifecycle moments, before renewal, etc. CSAT surveys measure the sentiment of the customer during the sales process, while using the product, or while interacting with your content.

https://blog.hubspot.com/service/customer-satisfaction-score#:~:text=Customer%20Satisfaction%20Score%20(CSAT)%20measures,you%20with%20your%20experience%3F'

Retention Rate

Employee retention rate is an important KPI to be measured by call center managers. It is a metric that measures the percentage of employees who have been employed over a specific period. This metric must remain high. A high retention rate indicates employees are continuing to say employed at an organization. It is calculated as

Retention Rate = Number of people employed during the entire period X 100

Number of people employed at the beginning

https://www.greatgame.com/the-fundamentals/employee-retention

NPS Score

NPS score can measure and track how businesses are perceived by their customers. It can help one know the segregation between poor and positive feedback. It measures customer loyalty. It is calculated as NPS = % of Promoters – % of Detractors.

It can give u awareness about the agents’ performance. It can quickly find out the reason behind the dissatisfaction amongst customers if any. It can help you with business goal setting and help you make required changes for improvement in customer satisfaction.

https://www.qualtrics.com/au/experience-management/customer/net-promoter-score/

https://www.novelvox.com/blog/5-ways-to-improve-your-contact-centers-nps/

SLA/ Service Level Agreement

SLA is the ability to offer the standard of service agreed to be provided by the business to the customers. It will define the commitment of your call center to answering a certain percentage of calls within a few seconds. For example, answering 80% of calls within 30 seconds.

Customer Churn Rate

Customer churn rate is the rate at which customers stop doing business over some time. The higher the churn rate, the higher the customers who have stopped buying from your business.

Conclusion

All the above metrics are highly beneficial for increasing the productivity of your cloud call center. These metrics offer huge and important insights into the CCC effectiveness.

Office24by7 technologies are offering smart cloud call center software for your call center. Reach out to us at 91 7097171717 or drop an email at sales@office24by7.com today.

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