4 Metrics to Include in Your Hosted Call Center Reporting

A growing number of businesses – especially small and mid-sized organizations – are deploying a hosted call center in order to reduce costs, improve customer service, manage growth, and ultimately “do more with less”.  

If your business is planning on deploying a hosted call center -- or of your team is considering this strategic investment -- then below are 4 metrics that we recommend you include in your overall hosted call center reporting program, in order to ensure that you are consistently optimizing performance, productivity, results and ROI.

Call Center Reporting Metric #1: Quality Scores

This metric captures customer experience. Data is usually gleaned through methods such as follow-up emails or IVR surveys. To generate a robust sample size to determine whether customer service issues could be staff-specific, most organizations aim for at least 10 distinct data sets/month for each employee. Anything less than this, and a correlation between low scores and a specific employee may be an unfortunate coincidence, rather than a cause-and-effect (causation) relationship.

Call Center Reporting Metric #2: First-Call Resolution (FCR)

FCR is a fundamental metric that captures the proportion of calls that are resolved at the first point of contact. In a study of over 150 contact centers the Service Quality Measurement Group found that centers with high FCR rates enjoy: high customer satisfaction ratings, lower operating costs, reduced revenue at risk, and higher employee engagement.

Call Center Reporting Metric #3: Average Handling Time

This metric captures the total time that an average caller spends from beginning to end, including any time spent on hold, completing IVR surveys, and so on. As noted by CallCenterHelper.com, for several years average handling time was the most widely used contact center metric. It is still widespread and important today. However, there is more awareness now that longer average call duration does not necessarily equate with unhappy customers or inefficient staff or systems.

In fact, some companies are on the right track when the average handling time goes up, because it could mean that staff are spending more time handling escalated and complex issues vs. on issues that many customers could be getting on their own via self-support, product documentation, etc.

Call Center Reporting Metric #4: Right Party Connects (RPC)

Another important metric is RPC, or right party connects. As the term implies, this refers to the proportion of calls that are routed to the right department, team or individual. Many companies with existing contact centers who switch to a hosted solution experience major improvements to RPC, because of features like auto-attendant, ring groups, hunt groups, one-number-service and direct-in-dial. In different ways, each of these features help make it easier and faster for customers to contact their desired party quickly and easily.

Learn More

At Votacall, we have in-depth experiencing helping our clients take full advantage of an advanced hosted call center, so that they continue reaping measurable rewards month after month, and year after year. To learn more, contact us today and schedule your free consultation.

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