Not only does AHT help you establish baselines for how long it should take to address a given issue, but it also helps you measure each agent (or groups of agents) against those baselines. The idea is to create the greatest outcome possible in the least amount of time, with an emphasis on creating the greatest outcome possible. While customers value fast service, they loathe having to call again-especially about the same problem.

However, an AHT that is too low can also be a signal that something isn’t right. In general, the lower your AHT is, the better. Some measure AHT from the moment a caller connects to the moment they are disconnected, while others will also include the time it takes to complete post-call tasks, such as filing a form or updating the CRM. Average Handle Time (AHT)Īverage handle time gives you a general idea of how long it takes an agent (or group of agents) to help a caller. A high FRT can indicate problems with staffing levels or technology capabilities. A “good” FRT varies by industry, but in general, the lower your FRT, the more likely that your customers will be satisfied with the experience. First Response Time (FRT)įRT measures the average amount of time that a customer waits before speaking with an agent. High average call abandonment rates are a symptom of the same problems that cause a high percentage of calls blocked-understaffing, poor performance, technology, and poor processes. This is another call center metric that you’d like to see at zero (or as close to it as possible). Average Call AbandonmentĪverage call abandonment measures the number of callers who hang up before reaching an agent.

If you have a high percentage of blocked calls, it can be a signal that you need to adjust staffing levels, increase agent productivity or the underlying technology is unable or not properly configured to support your current call volumes. When customers reach a busy tone, it has a negative impact on their customer experience, which puts your relationship at risk. You want this number to be as low as possible, because it means all your customers are able to reach you. Percentage of calls blocked tells you how many inbound callers get a busy tone. This is a fundamental call center metric that can help you determine peak hours and seasonal calling trends, so you can hire and schedule staff intelligently. That’s where call center metrics come in-they help you identify what is and isn’t working for customers, so you can tailor the best experience possible.Ĭall arrival rate measures the frequency of inbound calls over a given period of time. Customers also aren’t keen on waiting or providing information that they think you already have. In general, customer satisfaction levels tend to fall if customers have to contact the organization or explain their problem multiple times. You can also identify problems with your technology, such as the need to tweak your call center solution to accommodate changing call volumes.Ĭall center metrics can also help you understand your customer experience. That way, you can provide individualized coaching and training for each agent, and schedule staff more intelligently. They can help you determine each agent’s strengths and weaknesses and identify top performers.

Call center metrics are a vital source of truth when it comes to finding these answers as they change over time.Ĭall center metrics allow you to measure your call center’s performance and identify where you can improve. Are your customers happy? Are you providing better support and service than your competitors? Do you have the right people and technology in the right places? These are important questions and the answers are constantly changing.

Callcenter director