Ever heard the saying, “If you can measure it, you can manage it?”
We’re here to take that one step further: “If you can measure it and manage it, you can improve it!” But only if you know what data points to monitor.
Which can be hard for call centers.
Many struggle with center quality management because, let’s face it, they deal with tons of data every day. It’s easy to get bogged down by extra call center data when you just need quality assurance (QA) metrics.
But don’t worry! The communication nerds at Vaspian created a “cheat sheet” of call center quality assurance metrics for you! Each of these metrics can help you improve – and keep an eye on – your call center service quality.
So, let’s jump in!
1. Average Speed of Answering (ASA)
ASA is the first out of the gate when it comes to call center quality assurance metrics. Think of it like a speedometer for your call center. It tracks how quickly your team picks up the phone after it rings.
ASA Formula: (Total waiting time for answered calls / Total number of answered calls)
Imagine waiting in a queue longer than it takes to cook dinner. Not cool, right? Keeping ASA low means your customers aren’t left twiddling their thumbs waiting for a call center agent to pick up. Quick responses show you’re on top of things and ready to help at a moment’s notice.
Example: Suppose a customer calls for technical support, and your ASA is 15 seconds. That’s fast enough to keep their patience intact. But if the ASA for your call center agents is 2 minutes, they might hang up and look for a faster fix. Quick answers keep everyone happy!
2. First Call Resolution (FCR)
This brings us to our first “official” customer interaction measurement: First Call Resolution (FCR). FCR tracks whether your call center agent solves a customer’s issue on the first call or if they need to call back for more help.
FCR Formula: (Cases resolved on first contact / Total cases) x 100
Solving issues on the first call means your call center agents are attentive and efficient. High FCR rates show you’re not just good at answering calls but at fixing problems, too.
Example: Let’s say a customer calls about a billing error. If you fix it on that first call, your FCR will be high. If they need to call back because the issue wasn’t fully addressed, your FCR drops. Nail those resolutions on the first go, and you’ll be their hero!
3. Average Handle Time (AHT)
AHT measures how long it takes to handle a call, from start to finish, including talk time and any follow-up.
AHT Formula: [(Talk time + hold time + after-call time) / total number of calls] x 100
Speed is great, but not if it means skimping on service. A low AHT means you’re rushing through calls without really solving issues, leaving a trail of unhappy customers in your wake. Strive for that sweet spot where you’re efficient and thorough.
Example: If a customer’s call about a product lasts 7 minutes, that’s your AHT. If you’re constantly pushing for faster calls and customers are still unhappy, you might need to reassess. Balance speed with quality to keep everyone satisfied.
4. Customer Satisfaction Score (CSAT)
This one\’s a classic. CSAT, which is your “happy meter,” measures how satisfied customers are with their service, usually on a scale from 1 to 10.
CSAT Formula: (Number of satisfied responses / Total number of responses) x 100
High customer satisfaction scores mean your customers love your service (and usually mean you\’ve got great customer loyalty, too). Low scores? It\’s time for a service quality makeover. Customer satisfaction scores are direct feedback on how well you’re doing, so use them to keep those customer interactions as positive as possible!
Example: After a support call, customers rate their experience. If the average score is 9, you’re golden. If it’s 3, you might want to check what’s going wrong and fix it. Happy customers are repeat customers!
5. Net Promoter Score (NPS)
This is another great way to represent customer satisfaction numerically. NPS measures how likely your customers are to recommend your service to others. It’s a gauge of loyalty and brand enthusiasm.
NPS Formula: It involves a few steps, so we\’ve written them out below. We know, we know, it\’s not in line with our organization. But we just want to do what\’s best for you.
To calculate NPS, here\’s what you do:
- Survey your customers and ask how likely they are to recommend your business on a scale of 0-10.
- Once all responses are in, categorize them into three groups:
- Detractors (0-6): Their customer satisfaction levels are low — they might need a bit of specialized attention from you.
- Passives (7-8): They’re on the fence when it comes to customer satisfaction—not unhappy, but not shouting your praises either.
- Promoters (9-10): These are your cheerleaders, ready to chant your praises to the world.
- After you sort them all, subtract the percentage of Detractors from the percentage of Promoters.
Then boom! You\’ve got your NPS.
A high NPS means customers think you’re amazing and are ready to shout your praises from the rooftops. A low NPS means you’ve got some work to do. NPS is a great way to see if you’re turning happy customers into loyal advocates.
Example: After a call, you ask, “On a scale of 0 to 10, how much would you rant and rave to your friends about us?” If they give you a 9 or 10, you’ve got a fan club in the making. If they rate you below 7, it’s time to turn things around and earn those high scores!
6. Average Abandonment Rate (AAR)
Have you ever thought, \”I just want to talk to a human?\” And when you couldn\’t, you hung up in frustration? Well, your customers might do that, too, if you\’re not careful. That\’s why you should keep an eye on your Average Abandonment Rate (AAR).
Your AAR measures the percentage of calls that customers abandon before they’re answered or resolved by your contact center agents.
AAR Formula: (Total abandoned calls / Total incoming calls) x 100
High abandonment rates are like a red flag waving in the wind. If customers are hanging up before you even get to them, it’s a sign you need to tackle wait times or improve service. Keep that rate low to avoid frustration! And maybe take a look at your hold music while you\’re at it.
Example: If 100 out of 1,000 calls are abandoned, your AAR is 10 percent. If your AAR is climbing, it might be time to speed things up or check for any issues causing the dropouts. Better wait times mean fewer hang-ups!
7. Average Time in Queue (ATQ)
Another great metric to monitor is the Average Time in Queue. This is the average time customers wait in the call queue before connecting to an agent.
ATQ Formula: (Total Number of Calls Handled / Total Wait Time)
Waiting shouldn’t feel like watching paint dry. Shorter wait times generally mean happier customers. The goal is to answer most calls quickly to keep things running smoothly and your customers content.
Example: Suppose the total wait time for all calls on a given day is about 5,000 seconds (an hour and a half), and you field about 250 calls. Using the formula, you discover that each caller waits about 20 seconds in the queue before their call is answered.
That\’s great! An average of 20 seconds is the sweet spot. If they’re waiting a minute or more, it might be time to look at ways to reduce those wait times and improve the experience.
8. Agent Turnover Rate (ATR)
This KPI tracks how often agents leave and need to be replaced, giving you a sense of how stable your team is.
ATR Formula: (New agents entering / Agents leaving the company) x 100
High turnover means you’re constantly training new people, which can disrupt service quality and cost you more time and money. Keep your team happy, and they’ll stick around longer, making for a more stable and effective operation.
Example: If 15 out of 50 agents leave in a year, that’s a 30 percent turnover rate. High turnover can be a sign of bigger issues like job dissatisfaction or poor direction by your call center manager. Address these issues to keep your team members thriving and your service top-notch.
9. Customer Effort Score (CES)
CES measures the effort customers put into resolving their issues. It’s a gauge of how easy or difficult it is for them to get help.
CES Formula: (Sum of customer effort ratings / Total number of survey responses)
Lower CES means your service is smooth and easy. Higher CES means customers must jump through hoops to get what they need. Reducing effort leads to happier customers and fewer headaches for everyone involved.
Example: If a customer has to call multiple times or be transferred around to different agents, their CES will be higher. Streamline your processes to make things easier for them, and you’ll see a drop in CES and an increase in satisfaction.
10. After-Call Work (ACW) Time
This KPI measures the average time agents spend on tasks after a call ends, like updating records or sending follow-up emails. It’s all the behind-the-scenes work that happens once the call is done.
ACW Formula: (Total time spent after calls / Total number of calls)
Efficient ACW keeps your agents productive and ready for the next call. Too much ACW can slow things down, so it’s essential to find that sweet spot where agents can wrap up quickly and get back to helping more customers.
Example: If agents spend an average of 4 minutes on ACW after each call, that’s your baseline. If it’s taking longer, look for ways to simplify or automate these tasks. Less time on ACW means more time helping customers!
Bonus Quality Assurance Metric: Revenue per Successful Call
This wasn\’t part of the original list because it doesn’t have to do with customer support. It has to do with sales. A lot of companies use an auto-dialer to help their sales team with cold calling.
And, of course, they want to see which calls bring in big money – which is where Revenue per Successful Call comes in.
So, if you’re in sales, keep reading. If not, feel free to skip to the end.
This KPI measures the amount of revenue your team brings in with each successful sales call. It\’s like keeping a tally of how much each call is worth in dollars and cents.
KPI Formula: (Total Number of Successful Calls / Total Revenue from Successful Calls)
Knowing your revenue per call helps you see how well your sales team is doing and where you can improve. If each call is bringing in a healthy amount of money, you’re golden. If not, it’s time to mix things up and find what works.
Example: Say your sales team makes 200 successful calls this month (awesome in and of itself) and rakes in $100,000. That’s a cool $500 per call! If some calls are striking out, consider switching up your pitch or focusing on products that sell like hotcakes. The more you fine-tune, the more you’ll see those numbers climb.
And there you have it! Keep an eye on these metrics, and you\’ll be well on your way to call center greatness.
Improve Your Customer Experience with Ease on Vaspian\’s Contact Center Platform
Looking for a tool to keep all these quality assurance metrics in check, level up your call center performance, and improve your customer experience overall?
Then look no further than our call center platform. We designed it to be your ultimate sidekick for tracking and improving every aspect of your call center operations and performance. Except make julienne fries.
If you’re ready to put your data to work, then you’re ready to call Vaspian.
So go ahead – we’re waiting for your call.