Call Centre KPI Benchmarks: The Industry Standards
Hey there, LinkedIn community,?
Wait what?? You're running a business, and you still don't know how important KPIs are for you.?
Gosh, how's that even possible? Okay, leaving that notorious embarrassment aside, for now, let's talk about a fact!?
Did you know that you gotta answer 80% of your calls within just 20 seconds? Well, if you didn't, now you know.?
Yes, call center industry standards for service level say exactly the same. However, according to research, you don't get the CSAT penalty if you answer calls within 120 seconds.?
Not only this but there are a whole lot of facts and KPIs that can help you track your work progress in a call center efficiently.?
If you don't know which KPIs you should monitor or which KPIs are the benchmark in the industry, you might not get a clear perception of your business's performance. It even helps you make informed decisions when allocating work to your agents.?
But don't worry if you still don't know about the KPI standards, as we have covered that for you. So sit back, relax, take a sip of your coffee, and keep reading the newsletter right till the end to know more!
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What Is A Call Center Benchmark?
Call center benchmarking refers to the process by which you assess the performance of the business by monitoring:
This evaluation strategy helps call-center businesses in many ways. It gives you an idea about general improvements and identifies the processes that need to be optimized.
6 Best Call Center KPIs for Benchmarking
1. First call resolution FCR
Global benchmark: 70-75%
It is a measure that shows the amount where your agents solved an inbound call issue within the first interaction. It shows how skilled the agent is and how fast he is delivering the service.?
Therefore, having a higher FCR score is always desirable because, in a way, it also enhances customer satisfaction rate.
2. Customer satisfaction score
Global benchmark: 85-100%
This score is evaluated based on post-call data. It can be an email, survey, or any sort of feedback medium. This often gives your clients options, with the top one being "very satisfied" and the last one at number 5, which is "very dissatisfied."?
Then, an agent's performance is evaluated by the total number of satisfied customers divided by the total number of customers who participated in the feedback survey.?
The CSAT score indeed helps call centers identify which agents are providing quality service and who are lagging behind.
3. Average handle time
Global benchmark: 6 minutes
The performance metric shows a measure of the average time that an agent takes to resolve a customer's problem.?
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The time taken into account starts from when it is answered by a support agent to when the call is completed.?
Basically, this KPI helps you to monitor the performance of your support team. It helps you to identify which agents gave the technical support efficiently and what else can be done to streamline the process even further.?
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4. Conversion rate
Global benchmark: 2.35%
And yes, we just said the silent part aloud. Conversion rate is the most common KPI that we are always worried about.?
This basically gives us a measure that shows how often your outbound calls are transformed into desired results or your leads are converted into paying clients.?
It helps you to measure the effectiveness of your outbound calls and whether your outbound strategies are actually making an impact or not.?
Again, it isn't necessary that the desired outcome should only be a paying client. It can be convincing them to make an appointment, book, or make a confirmed sale.
5. Call abandonment rate
Global benchmark: 5-8%
It is the measure that shows the amount of calls dropped by your clients while waiting for an agent to respond.?
However, there are also false call abandonment rates. Therefore, you should ensure that your KPI is calculated, taking into account the calls that are abandoned within the first 5 or 10 seconds.?
Basically, this KPI helps you to track the performance of incoming calls.?
Or when a client cuts the call while they are on hold before they even speak with the support team.?
So, it is no surprise that a high abandonment rate is really not desirable because it might indicate that you have inefficient staff allocation, which results in your clients having a longer wait time.
6. Service Level And Response
Global benchmark: 80% in 20 seconds
It is a measure that shows the ability of your agents to provide services to a preset amount of calls within a certain amount of time.?
This KPI also helps you to identify if your call center has improved efficiency or not. Again, this doesn't always have to be a call. It can be responding to 80% of your emails within 15 minutes, 80% of your chats within 20 seconds, and so on.
So, out of the above 6 KPIs, what are your favorite ones, and which ones would you like to add to enhance the efficiency of a call center business??
Let's share our thoughts in the comments section below, and don't forget to let us know how you liked our today's newsletter.?
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Warm regards,?
Klozer Team