KPIs Every Contact Center Should Track

Key Performance Indicators (KPIs) are sets of data that help you stay informed about where your business is excelling and where there is room for improvement. However, utilizing KPIs in your contact center isn’t always straightforward. In fact, the list of KPIs you could measure is incredibly long, and if you try to focus on improving everything, you may find yourself unable to improve anything at all.

In this blog, we’ll discuss which KPIs every contact center should track to stay focused on what matters most: customer experience, agent performance and overall operations. 

Trackable KPIs for your contact center to help you reach your goals

Each KPI clues you in to a different aspect of your contact center. Here are the metrics your contact center should track if you want to:

Boost your customer experience

If your customer satisfaction levels are low, you risk negative consequences like high customer churn and low agent engagement. The following KPIs are excellent ways to ensure your customer satisfaction levels are prioritized so you can generate high customer loyalty.

• Customer Satisfaction Score (CSAT) – Have customers rank how they feel about the service you provide in a survey to get a clear picture of how you can improve customer satisfaction.
• Average hold time – Ensure you keep your hold time in your goal range to keep your customers happy. You can even supplement this KPI with metrics like average talk time and average resolution time to further increase your efficiency.
• First Call Resolution (FCR) – As a much more well-known KPI, FCR measures how often a customer’s inquiry is solved during the first point of contact. 
• Customer Effort Score (CES) – This KPI refers to how much work a customer is putting in to receive an answer. You can also track the Agent Effort Score (AES), which is a great indicator of your agent’s knowledge base and how seamless your operations are. 

Improve your agent performance

Exceptional customer service cannot exist without high-performing agents. That’s why it’s important to track KPIs like the following: 

• Agent utilization rate – Using this KPI prevents you from wasting time and money by revealing how many of your agents are actively being effective at any given time.
• Call transfer rate – The goal is to automatically route your customers to the agent best equipped to help them. So, if you have a high occurrence of transfers to other employees, it may be time to make some improvements, and tracking this KPI will help you do just that.
• Wrap-up time – Ensure your agents aren’t wasting time (and therefore, decreasing your revenue) by dragging out simple tasks like call wrap up.

Optimize your overall operations

There are even KPIs that help you focus on your contact center as a whole, including:

• Repeat call rate – If a customer is having to call back for additional help for the same issue they’ve already spoken to an agent about, that’s a sign that you either need to provide additional training for your agents, get better resources for them or provide more efficient self-service options. 
• Employee satisfaction – Surprisingly, this KPI is just as important as customer satisfaction because if your agents aren’t happy, they will be less likely to ensure your customers are happy. 
• Customer churn rate – This KPI refers to the number of lost customers your business experiences, empowering you to discover why your customer loyalty is lacking.

Now that you know which KPIs every contact center should track, check out this resource to learn exactly how you can ensure you’re happy with how your contact center is measuring up.

Contact center KPIs to track

Tracking and improving your KPIs doesn’t have to be difficult — and TCN can make it even more simple.

In fact, TCN has an entire suite of contact center software solutions that even further supplement your efforts to track KPIs and reach your goals. For example, with our Business Intelligence (BI) solution, you can gain even more insight into your data and make the most of it — because without doing something about the data you collect, you can’t optimize your contact center.