Important call center metrics you should be monitoring

As part of the management process of your call center, it's important to have reports in your call center software that allow you to measure the performance of your agents, and detect possible issues in your processes.

It is essential to understand what each of the calls statuses mean in order to use many of the metrics of your call center. Find out in our detailed call status guide.

There is a lot of data that you can evaluate in your call center, but we want to mention some that we consider helpful to monitor your processes:

  • Received calls vs. missed calls: The relationship between the incoming calls that your telephony platform registers can be compared with calls missed, or calls that go to voicemail. This information will help you evaluate your team's ability to handle calls. It is also important to have this measurement by dates and times, as it can help you determine certain days and hours in which there are more missed calls, and make specific decisions based on this information.
  • Outbound calls vs. unsuccessful calls: This comparison can help you determine how effective your team is being in contacting your customers. Like incoming calls, when this data is viewed by dates and times, it can help you determine specific hours when it may be more appropriate to contact your customers, and define strategies with this information.
  • Average duration of inbound and outbound calls: Depending on the nature of your business, it is important to define a target duration of your calls to be able to measure which calls are meeting this goal.

    Toky offers you different reports so that you can adequately monitor your call center from reviewing call and service costs to call statistics, SMS, and much more. Learn more

  • Number of incoming and outgoing bounce calls: It's good to define a minimum time to measure bounce calls. Bounce calls are those that manage to connect your agents with your clients but that do not last long enough to qualify as an adequate call. When they are incoming and frequent, it can be important to validate the reason for them with your agents to detect possible problems or confusion for your customers. When the bounce calls are outgoing, they can also be considered as unsuccessful calls, since in many cases they are those that either go to the customer's voicemail, or calls that they quickly cut due to not being interested or being inopportune.

  • Call statistics by agent groups: If you have your agents organized in teams, it is important to review the previous statistics for each group and thus determine focused capacity problems or problems in the distribution of calls that can lead to you configure your IVR or your stamping strategy.
  • Statistics for each phone number: Evaluating the incoming calls for each of your phone numbers can help you determine if there is a location that requires more agent capacity, or to adjust your call distribution strategy.

Your virtual phone system must offer you the necessary information to be able to carry out an adequate management of your call center, and facilitate timely decision-making based on data.

Toky will help you not only to improve the communication of your clients, but will also facilitate the management of your call center processes with reports, integrations and useful features for your teams of leaders and agents.. Try Toky for free!

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