1. Call Centre Stats Template Pdf
2. Call Centre Stats Template Printable
3. Call Center Reports Excel Templates

Data is crucial for successfully running an inbound call center. With so many calls coming in each and every day, it can be quite hard to know what’s going on without meaningful metrics. This makes choosing the right metrics very important, as when you choose to focus on a given call center KPI, you are implicitly saying that this metric represents an important reality in your business. And if you’re going to spend all of the effort to quantify and track that metric, you want to get a positive return on your investment. To consolidate all your data and make the most out of it, consider using a that will help you in the elaboration of various. Exclusive Bonus Content:Get the short and sweet guide to call center KPIs with our free handbook! Why You Need To Track Your Call Center Metrics“ Customers don’t expect you to be perfect.

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They do expect you to fix things when they go wrong.” – Donald PorterOnce upon a time, brands, businesses, and organizations made strategic call center decisions based on educated guesses and vague insights. However, this is no longer the case. The evolution of digital technology means that, to assess performance, set valuable goals, increase efficiency, and boost service levels, call center managers can make informed strategic choices by analyzing comprehensive call center metrics and KPIs.According to a the number one factor in consumer loyalty is a reduction in customer effort. What’s more, state that valuing their time is the most essential thing a business can do to provide customers with solid service. A recent survey from Call Center Helping discovered that according to 380 call center managers, viewed Customer Satisfaction Levels as their most important metric.With all this in mind, it’s clear that to run a contact center to its optimum ability, taking measures to boost customer satisfaction levels and reduce call waiting time is critical. Not only this, but by using comprehensive metrics you also stand to reduce running costs, improve staff morale, enhance your NPS scores, and more.In this post, you’ll learn 9 call center KPIs that you need to know.

You don’t necessarily need to track all of these metrics. Just choose the ones that work best for you. For example, if you have a very small agency that is more focused on a low volume of high touch support calls, maybe your problem resolution time and call volume trends aren’t that important. A much more useful call center KPI would be how your customer rated their interaction with the customer support agent. On the flip side, if you offer customer support for a consumer product, your first response time and your call volume trends could be exactly what you need to be paying more attention to. A best practice you can get isn’t only to track these metrics, but also to compare and visualize them altogether on a for instance.Just remember – knowledge is power, and this is especially true when it comes to call center performance. Now let’s get into these metrics!

Top 9 Call Center Metrics & KPIs To Stand Out 1) First Response Time. click to enlarge.This is our first and most important call center KPI, as it is the first (and most important) impression you will give when clients call your customer service.Nobody enjoys being put on hold. Despite how cheery and upbeat your waiting music may be, it’s unlikely that customers are going to be downloading it to their phones anytime soon.

When people call your center, it’s because they have a problem that is important enough that they are willing (or forced to) spend time on resolving it. By getting your customers on the line with a support rep relatively quickly, you can respect their time and give customers a positive impression of your brand.

On the graphs above, response time is shown per hours of the day and per days of the week. Later in this article you will also find this metric displayed on an annual basis.How long is too long when it comes to waiting? Well, that’s a bit subjective, so let’s turn to some hard data to help us make this decision. This helpful graph created by from a study by shows how many customers hang up as time passes while they are waiting to talk to a customer support rep.As you can see, about 35% of callers will hang up within 1 minute of waiting. After 3 minutes of waiting, about ⅔ of your callers will have hung up.While it’s hard to calculate a direct cost for these missed calls, it’s not hard to imagine. If someone has a problem calls you, and is forced to wait for longer than they’d like, leading to a hang up they probably won’t refer you new customers.They also are more likely to:.

Rant on social media about your poor customer service. Stop using your product or service. Complain to their friends and family about your poor customer serviceThe solution is simple: make sure you have enough representatives to handle your expected calls at any given time and date – and then throw in some buffer. Obviously this is easy to say, and much harder to execute.

Why do you need the buffer? Because you inevitably will make errors in regards to predicting how many people will call in, and there’s not much you can do about that. So you have to choose: do you err on the side of over-optimizing or covering your bases? Let’s examine these two choices.Over Optimizing Vs.

Exclusive Bonus Content:Get the short and sweet guide to call center KPIs with our free handbook! 4) First Call Resolution (FCR). click to enlarge.Another important metric among the call center metrics.

Imagine now one of your customer’s lives for a moment. They just got home from a long day at the office, and they’re starving. However, your customer support center closes at 6:30, and so they call in because they need their problem fixed – now.After calling in, they are told to do a couple of actions and then call back. The agent quickly gets off the phone, feeling great because the call was done so quickly. However, it would have been wiser for your rep to stay on the phone with your customer until the problem was resolved with certainty. Because if the actions your customer were given don’t work, now they have to call in again and that’s a major hassle.They might choose instead to not call in and stop being your customer. As ICMI writes in their article on: “SQM research shows that if the customer’s issue is resolved on the first call, only 3% of those customers are at risk of defecting to your competitors – compared to a whopping 38% of customers at risk of doing so if their issue isn’t resolved on the first contact.”We can’t stress this enough: the more respect you treat your customers with in terms of their time and energy, the better your brand will look in your customers’ eyes.

So many modern companies drop the ball when it comes to call center support. You have the chance to shine and win more loyal brand promoters if you can resolve most of your customers’ issues on the first call.How do you measure this metric? Well, it’s a bit hard to measure at times, but gives these ways of measurement:. Does the caller get a useful enough answer on the first call so that they don’t have to call back?. How many callers call back within 7 days?.

How do callers rate their support in post call surveys?. Having a third party examine the quality of the answers given by support.5) Quality of Recent Support. click to enlarge.Quality of recent support is a very telling customer support metric. In call centers, the modern trend is to ask customers at the end of the call using an automated system:“How would you rate the quality of the support you received today?”This metric is a bit more defined than overall customer satisfaction, as it’s specifically directed at the most recent interaction on the phone. This is call center KPI is very useful for determining which customer support agents on your staff are stars destined for manager status, and which ones need a bit more training. However, make sure you aren’t making decisions too hastily: there is variance and randomness with any measurement.We all know that some customers who call a support line are simply upset about something completely unrelated to your company. These callers will tend to give low support ratings, at no fault of the agent in question.

If one support agent gets unlucky, they might get more than their fair share of these irate callers.So track this rating over at least a few weeks, if not a few months before making decisions based on this data. A few days is much too short to have a meaningful sample size with this metric. 6) Customer Satisfaction & Recommendations. click to enlarge.Building on our previous point, the overall customer satisfaction level is vital to the success of any contemporary call center regardless of its size.

Exclusive Bonus Content:Get the short and sweet guide to call center KPIs with our free handbook! 7) Top Support Agents.

click to enlarge.A happy, motivated, engaged call center employee will not only remain productive, but will also provide your clients and customers with exemplary support on a consistent basis. That said, Top Agent Support is one of the most valuable call center metrics you can track.In fact, highly engaged businesses benefit from a in customer ratings.By analyzing a host of customer service metrics such as First Call Resolution Rate and the number of calls handled per hour, you will be able to create a Top Rated Agent dashboard to monitor the success of each of your agents.Using like this one will also help you understand which of your agents might need training or support and which one might be better suited to a more senior role.

In addition to this, the Top Rated Agent metric will also help you when it comes to incentivizing, rewarding, and recognizing your team, thereby boosting staff morale and engagement.While this particular call center metric is invaluable to any customer-facing organization, for the best results, you should track your Top Performing Agents dashboard over several months before taking any important action. That way, you’ll be able to account for any minor inconsistencies you might encounter – we are all human after all.

8) Customer Retention. click to enlarge.One of the most valuable components of any successful business is customer loyalty. Retaining consumers is of vital importance, because it costs a business more to acquire new customers than to retain already existing ones.This is a typical that you can use for your call center. This metric is measured by dividing the number of customers making repeated business or purchases by the total number of active customers.

Keeping a happy customer costs less than inciting a new prospect to your business and by being able to view your retention levels, you can ensure that your call center helps the business to become as efficient, economical, and profitable as possible.The exact specific value varies depending on the nature of your business. For example, a car dealership has the potential for growth despite having a poor level of customer retention. An online retailer store, on the other hand, needs to maintain a high retention rate to secure sustainable commercial success.A thriving retention rate is the main aim for most businesses, and as such, it should be one of your primary call center metrics. An exceptional brand image coupled with a superior satisfaction score will serve to boost your customer retention rates, in turn, boosting the overall success of your business. 9) Support Costs Vs Revenue. click to enlarge.Gaining a deeper understanding of how much your customer support costs (in terms of percentage) compared to your overall revenue will help you to streamline the running of your call center, making it all the more economical.A common goal of businesses is offering the exceptional standards of customer service for the lowest possible costs.

Keeping that in mind, this call center KPI is an absolute must on your list.With the support costs versus the revenue metric, it’s also possible to divide the total support costs by the number of issues incurred and to understand how much a single act of support costs your business. Call center support will also need investment but by gaining a panoramic snapshot of the costs, you will be able to keep them low while maintaining superior levels of service to your consumers.Two effective ways to manage your support costs is by training your staff on a consistent basis and ensuring that your staff schedule meets the needs of your call center, crafting it so that your workforce is able to deal with unforeseen issues and busy periods.It is best to measure call center metrics like this one over time, keeping a keen eye on your trend line. Should it peak at an unusually high percentage, you will be able to investigate the reason and take the required action to resolve the issue without losing a great deal of time or money.

Exclusive Bonus Content:Get the short and sweet guide to call center KPIs with our free handbook!“Customers may forget what you said, but they’ll never forget how you made them feel.” – AnonRunning a call center is no easy feat. Even with the rise of social media, live messaging, and chat bots, people still like to use the phone to ask questions, request support, make purchases, and resolve issues. With so much activity and such little time, keeping tabs on support levels and running efficiency might seem impossible. By tracking the right call center KPIs and metrics, you will be able to grow, develop, and fortify your call center on a consistent basis, helping you to gain an all-important edge on the competition.To start measuring the success of your call center, take a look at our and if you have questions, please don’t hesitate to. We also offer a 14-day!

Focus on your call center performanceUltimately, our goal at Plecto is that our customers keep their performance in perspective at all times and that the employees engage with each other and each other’s numbers. If an employee breaks the scale, for example by having the lowest talk time with the highest number of sales, naturally, everyone would like to know how he did it.Your telemarketing performance metrics gives your employees an indication of their performance, on where they should be and how they can improve. This keeps them motivated and at the end of the day, we all need that feedback!

Fundamentals of motivating call center agentsI have collected five great KPIs for telemarketing and telesales. The idea is to inspire our customers in what to visualize and how to visualize it on their call center performance dashboard.

Call Centre Stats Template Pdf

I have not put them in any order, and I’m sure that they are not too exhaustive.But first, I would like to pinpoint that I generally advise call centers to go with a simple setup and to visualize the same set of data in different ways, for example using different widgets. Keep the data realistic and measurable: The goal should be achievable and clearly defined.It is a good idea to work with different timeframes. Break down the target into smaller sub-targets or work with a daily, weekly and monthly dashboard.The key is to benchmark the performance and measure on a daily, weekly and monthly basis. If you have a large business and doing lots of calls, you can also consider hourly-based KPI tracking. Here's the Five Best Call Center KPIs 1. CallsThis is obviously one of most important KPIs in telemarketing.

But you’ll need to know how many calls and how to count them.There are different outcomes of calls; for example, voicemail, dead number, receptionist and decision-maker (customer). You should take these outcomes into consideration: What outcome do you want to measure on?In relation to the latter, you could consider measuring on the following: Answered calls, duration of answered calls, and the number of calls made by each sales agent.You can visualize this KPI on your call center dashboard from Plecto in a ‘Number Box’ in order to display the total number of calls made for the entire team, or you can visualize it in a table and show calls per sales agent.Calls per sales agent define how often your agents are on a task. This will tell you the level of activity among your employees. This information can help you determine when it is important to.

Call Centre Stats Template Printable

Sales/Appointments Per Hour. Or a different desired goal or outcome.

In some cases, you may need to measure the rate of sales per hour or day depending on the difficulty of the task and the length of your sales cycle. AppointmentsWhatever the outcome, you need to measure those meetings booked and those that have been held.

And how many appointments held actually ends up with as a success?5. Calls Per ResultsThis is another useful benchmark. How many calls does it take to get a result?

This is the Hit Rate and can be used to define how successful your employees are. The Hit Rate is calculated by dividing the number of calls by the number of sales, appointments, answered calls, or whatever else you may consider a successful result.

Call Center Reports Excel Templates

Did you know that it takes 8 cold call attempts to reach a prospect?Research by shows that in 2007, it took an average of 3.68 attempts to reach a prospect. Today, it takes 8 attempts.Cold calling can be tough and demotivating, so your employees need to be persistent and determined. But it can be hard to stay motivated if they reach a voicemail or gets a rejection over and over again.This is where Plecto comes into the picture. With real-time call center dashboards, you can keep track of your agents performance across the office.You and your sales team is provided with a unique overview where every result is rewarded and recognized – immediately and authentically.Plecto transforms how your call center agents are motivated using and peer-to-peer recognition. Have your call center agents motivate each other and create a culture of support, collaboration, and achievement.Motivated agents perform better and is what motivates them.