In the early days of our industry, the main reporting metrics used to track agent performance were mostly those of efficiency. We saw a lot of scores based on how many calls were made per hour, how quickly the agent could move on to the next call, how much idle time there was between each call, etc.
But today, the focus of those performance metrics has changed. And while a couple of those old metrics still trickle through, there’s a whole new list of reporting metrics to take into consideration.
Quality Scores & Customer Service
These metrics are useful in determining how happy your customers are with their experience by giving both qualitative and quantitative measures to their regular interactions. While quality scores are a qualitative measure, customer satisfaction is a more quantitative measure. So a quality score may be something like “I am pleased with my overall experience, and all of my needs were met during this call.” A customer satisfaction score may be something like, “64% of customers reported a positive calling experience.”
Average Handle Time
While this measure in the past has been used to push efficiency over quality, we kept it on the list because it’s a really useful tool. Using average handle time can help to determine which of the agents on a team need additional training.
Revenue Per Call
Depending on the overall purpose and goal of your call center, Revenue Per Call may be a metric you incorporate into your agent performance review. If your business is telemarketing or collections, this would be a natural metric since your whole business model is based on sales. A collections company might also find this metric useful since success is based on this number.
Right Party Connections (RPC)
When it comes to contact center reporting metrics, you can’t leave RPC off the list. This metric is one of the most important because it indicates how effectively you are tailoring your campaign strategies based on the data you have to work with. Obviously, connecting with the correct party drives results for the other metrics, such as customer satisfaction, revenue per call, and even average handling time can vastly decrease.
Peer Group Metrics
Setting clear objectives and measuring each agent’s performance is a critical step in achieving the desired results. Showing how they stack up against their peers allows each agent to self-assess their performance. In addition, consider setting team goals and show each agent’s performance against their team’s performance. Showing how agent is helping or hurting the team goals can be a powerful motivator.