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Answer rate, NPS…which customer service call indicators should I track?

Aymeric | 9 december 2019

The 5 principal customer service indicators to monitor
Answer rate
Queue time
Average call duration
First Call Resolution
NPS (Net Promotor Score)
If you’re as convinced of the phone’s importance to client relations as we are, then you’ve probably:
put a call center in place for your company to manage incoming calls and maintain relationships with your clients
- deployed an efficient solution for managing these calls
- selected (and trained) the people responsible for taking these calls
- defined rules for client relations

These steps are a good start, but they don’t quite cover everything. To be able to truly measure the efficacy of your customer service, it is essential to identify and monitor key indicators in your phone activity. We’ve explained below.

Why track indicators?

Whether quantitative or qualitative, key performance indicators (KPIs) are indispensable for gauging the quality of your customer service. They allow you to follow developments in call processing and, by extension, your customers’ satisfaction.
These indicators can also be used to motivate your team. You can set up customer satisfaction challenges, compensating your most highly performing employees, or fix response rate objectives for them. The choice of indicators will depend on these objectives.

The 5 principal customer service indicators to monitor

Answer rate

This KPI allows you to measure the availability of your support staff. It indicates the percentage of calls answered by an agent in reference to the total number of incoming calls, so is therefore an inverse of the rate of abandoned calls.

Queue time

Of the main customer service KPIs, the time calls spend queueing is the one that gives the best indication of your global service quality and the adequation of your resources to client needs. In a phrase, it is the delay required for the line to be answered. It can include time spent navigating the different options in your IVR as well as time spent waiting to reach a live agent.
This wait time must be completed before problem resolution in order to calculate average treatment time.

Average call duration

Measuring average call time and comparing it among the members of your support staff is important to understanding your activity or identifying potentially problematic calls and agents who need to learn to better handle calls.

First Call Resolution

First Call Resolution (FCR) is the rate of resolution upon first contact. It reflects the performance of your support agents as well as the difficulties with problem resolution they may encounter, independent of their intent and actions.
These indicators require connecting your call software to your helpdesk via a specific API or webhook, allowing incoming calls to be correlated with ticket resolution.

NPS (Net Promotor Score)

The Net Promotor Score is a simple indicator that evaluates client satisfaction. It measures the likelihood that a client will recommend your company to someone else with such questions as “On a scale of 1 to 10, how likely are you to recommend our product or service?”
According to their response, clients are placed into three categories:
9 – 10: promotors
7 – 8: neutrals
1 – 6: detractors
The Net Promotor Score is calculated through the following formula:
NPS = % of promoters - % of detractors
In order to be useful, your NPS must be based on a Customer Success campaign. For example, you can send an automatic referral link to all of your promotors and call your neutral customers and critics to identify and resolve issues.

What tools exist to track these KPIs?

Wanting to track your activities is one thing, but if you have to generate the numbers yourself and enter them manually into a spreadsheet on a weekly or monthly basis, mistakes and lost time are inevitable. You’ll thus need to choose the right tools for monitoring your KPIs easily and automatically.
Your call center software must have a statistics function for call logs as well as calls in real time. Furthermore, it needs to integrate to your CRM or customer support tools so that refined data may be extracted on call processing and customer satisfaction.

Don’t forget that one set of indicator data doesn’t mean much in its own. Only in the context of comparison (with the competition or industry standards, for example) and developments over time will you obtain the information pertinent to the impact of your decisions on your customer service.