GoResponse Telephone Answering Service Staff

Get the best from call centre metrics

Metrics can be an important indicator of how a business is faring, which is why many call centres have metrics in place to monitor performance. However, if these aren’t revisited and evaluated every so often, they can become stale. Therefore, telephone answering services need to ensure they get the best from their metrics if they wish to succeed.

One of the most important things to think about when it comes to metrics is how the information they provide will actually be used. This can help call centres determine which metrics to use. If there’s no immediate use for data or there are difficulties in explaining how the data will facilitate positive change, the wrong things are probably being measured. This also applies to historical metrics; the fact that a company has used them for years doesn’t mean they shouldn’t be thrown out in favour of newer and more meaningful measurements.

Once the right metrics have been determined, it is essential to ask call centre agents to highlight potential hurdles to achieving their targets. Agents are on the frontline and are dealing with measurements all the time, which means they are in the perfect position to flag any problems. It’s important to listen to this feedback or targets can be missed.

Finally, it’s also important to consider metrics during the hiring process. Targets are more likely to be achieved if the right people are employed. Therefore, ensuring the correct recruitment strategy is used is key.

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