GoResponse Telephone Answering Service Staff

4 KPIs for monitoring operational efficiency

All businesses need to monitor their operational efficiency to ensure they are staying on track and not allowing expenses, for example, to spiral out of control. For call centres, keeping tabs on efficiency can be accomplished using four key performance indicators (KPIs).

The first indicator for telephone answering services to consider is Agent Occupancy. This metric monitors how much time each individual employee is spending directly answering and dealing with calls. Low occupancy indicates some degree of overstaffing, which leads to operational costs that are higher than necessary.

The second metric is Average Handling Time (AHT), a KPI that is widely known. AHT measures the amount of time it takes for calls to be handled and can identify potential problems. For example, high AHT could signal broken processes, inefficient tools or inadequately trained agents. However, it is crucial that AHT is used in conjunction with other metrics because it cannot provide a truly accurate picture on its own.

Call Transfer Rate is a third metric that is commonly used. It helps to show whether call centre customers are reaching the right agent, whilst Cost Per Call provides a way to gauge overall efficiency when taking variable and fixed expenses into account.

Using KPIs is important for any call centre that wants to find success because it allows executives to streamline processes and cut out wasted time and unneeded costs. For operational efficiency, metrics like Agent Occupancy, AHT, Call Transfer Rate and Cost Per Call should all be used to provide companies with a way to assess their business and make positive changes.

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