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What Are the Key Metrics for a Call Center Dashboard?

Accessing timely and relevant information is vital when running a successful call center. Call center dashboards provide managers with an at-glance view of all key performance indicators and other essential metrics.

Managers can make informed, data-driven decisions with these key performance indicators and important metrics. After making the decisions, they can take corrective actions where they feel it’s necessary.

In this article, you’ll discover the benefits of a call center metrics dashboard. You’ll also explore some key metrics each contact center should be tracking. Let’s dive in to discover more!

What is a Call Center Metrics Dashboard?

A call center metrics dashboard allows support managers to access and view the performance of a call center at once. Usually, two broad dashboard categories that companies can have for their call centers are available, including call center performance and agent performance.

Most call center metrics dashboards allow support managers to pick multiple dates and filter the data using single or several agents to allow you to view the indicators.

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What Benefits Does a Call Center Metrics Dashboard Offer?

A call center dashboard displays multiple metrics, including wait time, call volume, agent performance, average handle time, and call abandonment rate. As an efficient and straightforward way for contact center managers to view, monitor, analyze, and evaluate performance, contact center metrics dashboards allow for data-driven decision-making.

As a result, call center managers can easily identify different areas that require enhancement, ways to improve the consumer experience and staffing needs. With a call center metrics dashboard, users can easily customize their user interfaces to blend smoothly with specific needs and requirements.

A good example is that if you operate a sales and consumer-focused call center, you may need a dashboard showing sales data and customer satisfaction ratings. Using a call center metrics dashboard can make a huge difference in helping managers manage their contact centers, optimizing operations, enhancing employee performance, and improving customer satisfaction.

The Key Metrics for a Call Center Dashboard

Key metrics are at the heart of high-tech optimizations implemented within a thriving contact center. Call center managers that keep tabs on the right key metrics can make progressive enhancement simpler over the long term.

But not all metrics are important. With that in mind, here are the metrics a call center can use to track performance and make data-driven decisions.

Customer Satisfaction

While the complete process of measuring customers’ overall satisfaction using products and services is a little challenging, this metric comes close to doing it. By gathering customer satisfaction scores from consumers on certain aspects of their overall experiences with your business, you can easily determine areas that require improvement.

The services and products you have surveyed your customers on determine strategies for enhancing the contact center’s consumer satisfaction metric. Ensure your surveys are more specific if you want to attain more actionable results.

In addition to post-call surveys, enhanced speech analytics systems can help mine all interactions with customers and generate scores based on their acoustics and the content of satisfaction indicators.

First Response Time

Nobody loves to wait in a queue for a call to be answered. Of the numerous contact center metrics available, first response time focuses on how quickly agents answer calls. The 80/20 industry tradition means that 80% of all calls are answered within 20 seconds. However, this isn’t always possible, especially when all lines are busy.

Monitoring this key performance indicator closely can help call center managers to identify specific periods when they are “understaffed” and make agent adjustments if needed. Also, it’s worth remembering that first response time is how long a customer takes to access a professional agent. Pay specific attention to the use of interactive voice response and automation technology and routing strategies or the ability to know the origin of an incoming call.

First response time is one of the easiest metrics to calculate. You only need to divide the waiting time of all calls by the number of calls answered. The outcome is the first response time.

Customer Effort Score

The period a customer takes to solve a certain issue determines the probability of continuing to use your products and services. The customer effort score describes your business’s proficiency with easy digits to work or act on.

Multiple ways are available to measure customer effort scores, but how you leverage the data, this metric provides matters most. A good customer effort score shows a smooth journey for a customer from point “Y” (the problem) to “Z” (the solution).

Avoiding unnecessary tasks and obstacles that a customer could potentially encounter in terms of dealing with your business enhances this metric and the overall performance of your contact center. Tactics such as thoroughly addressing issues and reducing transfers can help here.

Customer Retention Rate

A high customer retention rate is a vital aspect of any business. It means a higher customer lifetime value and lower customer acquisition costs. Depending on the model and type of your business, you may decide to measure customer retention rate over different periods, whether annually or quarterly.

Customer retention rate is another key call center metric that indicates the performance of your agents. When agents can help customers and solve issues professionally, those particular customers are likely to overlook any problems with their experience.

To compute a customer retention rate, take a look at a certain period, subtract any number of customers from the total, and then divide the result by the number of customers you had initially. After that, multiply it by 100%.

Call center metrics provide great insights into different performance levels, from teams and individual agents to the entire company. As a rule of thumb, use a call center metrics dashboard that blends smoothly with all of your needs and requirements.

It should be able to collect and report on pertinent data. With a call center metrics dashboard from a leading solution provider, you’ll be able to identify areas that need improvement.

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