The main indicators to follow in call centers

To operate in a call center effectively, it is important to consider the right key performance indicators or (KPIs). The information provided by the KPIs crossing at the quantitative and qualitative levels will be used by the marketing director. Indeed, this allows him to analyze the quality of the customer relationship and to adjust the strategy. A small zoom on the KPIs.

What are the essential elements to measure the accessibility of customer service?

It is your responsibility to meet the requirements of your customers in order to satisfy them. To do this, you must be operational H / 24, in addition your call center must be easily reachable. You must also master kpis for call centers to be in tune with your customers. Thus, you must monitor closely and on a daily basis the three main indicators which are:

• Dropout rate
• The dropout rate
• The waiting time.

What is the dropout rate?

Pickup rate refers to the number of calls answered by a call center agent based on the total number of incoming calls. So to retain your customers, it is important to opt for a rate of 80% of incoming calls answered in less than 20 seconds. In reality, this average rate varies depending on your sector of activity.

What is the dropout rate?

By definition, the pick-up rate is associated with the call abandonment rate. Indeed, it takes into consideration calls that have not been answered. This is an indicator that represents an obstacle to customer satisfaction.

What is the wait time?

Waiting time is a complementary indicator of the dropout rate. This is the average time during which a customer must wait before getting in touch with an interlocutor. This KPI is applicable to the processing of calls and the management of incoming requests by email or chat.