10 Contact Center Metrics to Drive Success

Real-time Contact Center Dashboards are an oftentimes undervalued way to increase agent productivity, gain key insights into the performance of your contact center, and to continually build out your CX to garner more attention. They should be an integral part of any call center, regardless of size and complexity.

However, the interfaces themselves are not what's important, although they are helpful; what really drives success and change are the identifiable metrics that your company can choose to track and have displayed on said interfaces. Harnessing the power of these metrics will help you gain vital insights into your contact center, helping you grow and improve in a time when standing out is more important than ever!

Here are 10 of the most common metrics that your contact center should be tracking in your dashboards:

1. Average Handle Time
   
1. AHT measures how long an agent, on average, spends completing each separate interaction. The faster an agent's AHT time, the more efficient and effective they are!
2. Average Call Abandonment Rate
   
1. The Abandonment Rate is the percentage of calls that get abandoned in queue before an agent even picks up the phone. This rate is correlated with overall waiting times.
3. Average Time in Queue
   
1. This metric tracks how long the customer are in a queue
4. Agent Utilization
   
1. Agent Utilization is the total number of agent hours worked divided by their work availability. This can help both leaders and agents see how efficient they are.
5. Average Speed of Answer
   
1. ASA is how long an agent takes to answer calls, not including how long the customer was in a IVR or queue. Longer ASA times lead to more unhappy customers and inefficiency. It can also help managers identify areas of improvement for their agents.
6. Calls on Hold
   
1. This vital real-time metric gives insights into how your teams are coping with call volume. Increased hold times are among the most prevalent issues held by customers, leading to poor customer experience and retention.
7. Total Calls Handled
   
1. This is often displayed on a per agent basis, for agent-facing dashboards. This will help both agents and managers keep track of their performances. You can also use this metric to track the number of calls handled by your IVR systems, giving you insight into your self-service success.
8. Average Call Duration
   
1. This shows you the average length of your calls over a predetermined duration. You can use this metric to distribute manpower and set expectations.
9. Cost Per Call
   
1. CPC tells you the average cost per contact for every call your contact center agents receive, helping you determine how effective and efficient your overall operations are. This metric is calculated by dividing the total cost of all calls by the total number of calls you receive.
10. Call Arrival Rate
    
1. This metric tracks the total number of calls you receive within a specified period of time. This can help your organization trace call traffic trends.

These 10 metrics are some of the most useful KPIs to have displayed on your contact center dashboards, both for your agents and their corresponding team leaders. If you're interested in learning more about Covington's fully customizable Eyedogz Dashboards solutions, click the button below! Utilized by multiple large-scale contact centers, our dashboard solutions make monitoring and keeping up with the health of your contact center that much easier.