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21 Fundamental KPIs In BPO Call Centre

Varun R Kodnani - Flowace

Varun Kodnani

Co-Founder

How does BPO determine and weigh its metrics?

Is it just by employing appropriate call center KPIs, or is there more?

Well,

KPI, which stands for “key performance indicators,” means measuring a company’s business’s development, performance, or position.

Even though KPIs might vary from industry to industry, they are crucial to every business.

In the case of BPO call centers, the primary reason for including performance indicators is that they enable companies to strategize or plan progress accordingly and succeed.

Curious to know more? Let’s take a sneak peek at this detailed blog.

What is a Call Center KPI?

Executives need strategic KPIs to prove the business case for good customer service operations, while operational managers need to gather more comprehensive metrics in near real-time to make the right decisions about the management of service requests of their workforce.” Forrester

A KPI in BPO is a metric that call centers use to determine if they’re meeting business goals such as efficiency and delivering exceptional customer satisfaction. Metrics and KPIs in BPO call centers can range from tracking the time agents spend on a task to the number of calls they make per hour.

Call Center KPIs are metrics for managers to measure the quality and performance of the calls and identify areas for improvement.

Mainly strengths and weaknesses, or enabling targeted coaching and training. Staff scheduling can be optimized based on these insights.

Why Measure KPIs in BPO?

Measuring KPIs in BPO is imperative for enhancing customer satisfaction and preventing revenue loss. 95% of companies recognize the significance of tracking call center metrics. According to Accenture, a staggering $1.6 trillion is lost annually in the U.S. due to subpar customer service.

Measuring KPIs is crucial for businesses to gain valuable insights into customer experiences, pinpointing issues like prolonged wait times or repetitive issue explanations.

A KPI, or key performance indicator, is a metric that call centers use to determine if they’re meeting business goals such as efficiency and delivering exceptional customer satisfaction. Setting KPI metrics systemizes and serves as early warning signals, highlighting technological glitches such as call volume fluctuations, which can be swiftly rectified to maintain seamless operations.

As said, customer satisfaction reigns supreme.

Call centers have to adapt and cater to evolving consumer needs, ultimately driving sustained growth and loyalty. By leveraging KPIs, BPOs can proactively address pain points, refining their services to align with customer expectations.

21 effective KPIs in BPO Call Center for Managers

Imagine a BPO call center where agents are empowered, customers are delighted, and profits soar.

It sounds like a dream, right? But with the right KPIs, it can be a reality.

Here are 21 KPIs that can turn your general team into an excellent one.

Well, these metrics will help you optimize operations, boost agent morale, and deliver exceptional customer service that drives loyalty and growth.

1. Call Abandonment Rate

Nobody likes waiting forever. Track how many callers ditch the queue to see if wait times need tweaking. This metric highlights the effectiveness of your call center’s queue management system and the urgency of improving response times.

Here’s the formula for calculating : (Number of abandoned calls / Total number of calls received) * 100%

2. Average Speed of Answer (ASA)

The lightning-fast response sets the tone for a positive experience. Aim for speedy pickups without compromising quality. ASA reflects your team’s ability to promptly attend to customer inquiries, ensuring minimal wait times and maximizing customer satisfaction.

Here’s the formula for calculating ASA: Total time spent answering calls/number of calls answered

3. Service Level

This fancy term means “percentage of calls answered within a set time. Hitting your target shows you’re there for your customers. Service level demonstrates your commitment to timely assistance, fostering customer trust and loyalty.

Here’s the formula for calculating Service Level: (Number of calls answered within target time frame / Total number of calls received) * 100%

4. Average Handle Time (AHT):

Striking the balance between quick resolutions and happy customers is key. Watch AHT, but remember, rushed calls breed unhappy callers. AHT reflects the efficiency and effectiveness of your agents in resolving customer issues, highlighting areas for improvement in service quality and agent training.

Here’s the formula for calculating Average Handle Time (AHT): Total call handling time / Number of calls handled

5. First Contact Resolution (FCR)

Resolving issues in one shot is magic. Track FCR to see if agents need more training or resources. FCR indicates the ability of your agents to address customer concerns comprehensively during the initial interaction, reducing customer effort and enhancing satisfaction.

Here’s the formula for calculating First Contact Resolution (FCR): (Number of issues resolved on first contact / Total number of calls) * 100%

6. After-Call Work Time

Tackling post-call tasks shouldn’t eat into agent time. Monitor this to ensure smooth workflows and prevent agent burnout. After-call work time measures agents’ time on administrative tasks after completing a call, optimizing operational efficiency and agent productivity.

Here’s the formula for calculating After-Call Work Time: Total post-call work time / Number of calls handled

7. Calls Answered per Hour

This measures individual agent productivity, but remember, quality over quantity always wins. Calls answered per hour assess agents’ efficiency in handling customer inquiries within a specific timeframe, guiding workforce management strategies and performance optimization initiatives.

Here’s the formula for calculating Call Answered Per Hour: Total number of calls answered / Total number of hours worked

8. Agent Utilization Rate

Keeping agents busy without overwhelming them is crucial. Track this to optimize staffing and avoid idle time. Agent utilization rate evaluates the productive use of agent time, informing staffing decisions and resource allocation to maximize operational efficiency.

Here’s the formula for calculating the agent rate: (Total talk time + total after-call work time) / Total available time

9. Hit Rate

Are agents resolving the right issues? Track how often they accurately categorize calls for better routing and efficiency. Hit rate assesses the accuracy of call categorization by agents, optimizing call routing and resource allocation for improved service delivery.

Here’s the formula for calculating the hit rate: (Number of calls correctly categorized / Total number of calls handled) * 100%

10. Escalation Rate

Sometimes, even superheroes need backup. Monitor escalations to identify areas where agents need more support. The escalation rate measures the frequency of customer inquiries escalated to higher-level support or management, guiding training and support initiatives to enhance agent capabilities and customer satisfaction.

Here’s the formula for calculating the escalation rate: (Number of calls escalated / Total number of calls handled) * 100%

11. Customer Satisfaction Score (CSAT)

Happy customers are loyal customers. Track CSAT through surveys or feedback forms to gauge overall satisfaction. CSAT quantifies customer satisfaction levels with the service provided, guiding continuous improvement efforts and customer-centric strategies.

Here’s the formula for calculating Customer Satisfaction Score (CSAT): (Number of satisfied customer responses / Total number of responses) * 100%

12. Net Promoter Score (NPS)

This metric measures customer loyalty based on their likelihood to recommend your brand. A high NPS score indicates happy customers spreading the word! NPS evaluates customer loyalty and advocacy, providing insights into brand perception and customer retention strategies.

Here’s the formula for calculating Net Promoter Score (NPS): (% Promoters – % Detractors)

13. First Call Resolution Satisfaction

Did resolving the issue in one shot make the customer happy? Track this to see if FCR translates to actual satisfaction. First-call resolution satisfaction assesses the effectiveness of resolving customer issues during the initial interaction, correlating with overall customer satisfaction and loyalty.

Here’s the formula for calculating First Call Resolution Satisfaction: (Number of satisfied responses for 1st contact resolution / Total responses for 1st contact resolution) * 100%

14. Cost per Call

Keeping costs in check is vital. Track this metric to identify areas for improvement and optimize resource allocation. Cost per call evaluates the efficiency of call center operations based on the expenses incurred, guiding cost management strategies and process optimization initiatives.

Here’s the formula for calculating Cost per Call: Total call center costs / Total number of calls handled

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15. Revenue per Successful Call

Not all calls are created equal.

Track revenue generated from successful calls to measure the impact of your team’s efforts. Revenue per successful call quantifies the financial impact of customer interactions, aligning service delivery with revenue generation goals and business objectives.

Here’s the formula for calculating Revenue per Successful Call: Total revenue generated from successful calls / Number of successful calls

16. Repeat Calls

Frustrated customers call back. Track repeat calls to identify root causes and improve issue resolution. Repeat calls indicate unresolved or recurring issues, highlighting areas for improvement in service quality and customer support processes.

Here’s the formula for calculating Repeat Calls: (Number of customers calling back for the same issue / Total number of calls) * 100%

17. Agent Turnover Rate

Happy agents stay longer. Track turnover to identify areas for improvement in training, support, and overall work environment. Agent turnover rate evaluates employee retention and satisfaction levels, guiding employee engagement and retention strategies for a motivated and productive workforce.

Here’s the formula for calculating the agent Rate: (Number of agents leaving / Average number of agents) * 100%

18. Agent Schedule Adherence

Sticking to the schedule keeps things running smoothly.

Track adherence to identify scheduling issues or areas for improvement. Agent schedule adherence measures the extent to which agents adhere to their assigned schedules, optimizing workforce management and operational efficiency.

Here’s the formula for calculating Agent Schedule Adherence: (Total time agents adhered to schedule / Total scheduled agent hours) * 100%

19. Employee Engagement

Engaged agents go the extra mile. Track engagement through surveys or feedback to ensure your team feels valued and motivated. Employee engagement assesses agents’ emotional commitment and motivation, driving performance and fostering a positive work culture.

Here’s the formula for calculating Employee Engagement: (Score from engagement survey / Maximum possible score) * 100% (You’ll need to define your engagement survey and scoring system)

20. Knowledge Base Hits

Empowering customers with self-service options reduces call volume. Track knowledge base usage to see if it’s meeting customer needs. Knowledge base hits measure the utilization of self-service resources by customers, enhancing service efficiency and reducing call volumes for improved resource allocation.

Here’s the formula for calculating Knowledge Base Hits: (Number of knowledge base articles viewed / Total number of calls received) * 100%

21. Social Media Sentiment

Listen to what customers are saying online. Analyze social media sentiment to identify areas for improvement and address customer concerns proactively.

Social media sentiment analysis evaluates customer perceptions and feelings on social media platforms, informing reputation management and customer engagement strategies.

Here’s the formula for calculating Social Media Sentiment: (Number of positive mentions – number of negative mentions) / Total number of mentions

6 Tips to improve Call center KPI metrics today

1. Educate on the importance of KPIs

Ensure all employees understand the significance of Key Performance Indicators (KPIs) in gauging performance and driving improvements in customer satisfaction and operational efficiency.

2. Invest in Resources and Training

Allocate resources towards enhancing infrastructure and technology while providing comprehensive training to agents. Empower them with the tools and skills to excel in their roles and adapt to evolving customer needs.

3. Prioritize Employee Engagement and Well-being

Foster a positive work environment through initiatives that promote employee engagement, recognition, and well-being. Happy and motivated employees are more likely to deliver exceptional service and remain loyal to the organization.

4. Optimize Workflow and Streamline Processes

Review and refine call center workflows to eliminate inefficiencies and reduce handling times. Focus on optimizing call routing, issue resolution, and quality assurance to enhance performance.

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5. Offer Work Flexibility and Competitive Compensation

Provide flexible work arrangements and competitive compensation packages to attract and retain top talent. Recognize and reward high performers while offering opportunities for career advancement and personal growth.

6. Utilize Productivity Software

You can track time and attendance using productivity software and enhance your team’s operational efficiency.

Flowace is a powerful productivity tool to enhance team performance and streamline work processes. With Flowace you can;

●     Effectively measure productivity

Flowace helps measure productivity effectively through seamless timesheet management and performance analytics. It keeps track of individual and team task durations, allowing you to distinguish between productive and non-productive activities.

You can also gain valuable insights into workforce productivity and make informed decisions.

●     Empower employees with Work-Life Balance

In synchronization with productivity, Flowace promotes work-life balance. Its smart project management system ensures employees can manage their tasks efficiently and lead a healthy work-life balance.

●     Effortlessly Track Time

Flowace’s all-inclusive time management software is automatic and accurate. It tracks work hours, projects, and break times effortlessly, reducing administrative burden and improving efficiency.

That’s not it!

Flowace comes with additional Features:

Bottom Line

To optimize your use of KPIs in BPO, your measures must be targeted at particular, quantifiable aspects. Any metric that helps improve customer satisfaction and experience should be at the top of the list.

So, select the KPIs that most effectively serve your needs, and enjoy the process of measuring them.

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