Telephone service is a critical part of business, and you want to understand as much as you can about the service your customers (and potential customers) are receiving. What do you track, though? What metrics can you follow to know what to improve? Are you overlooking any important metrics?
Digitcom can help you understand these metrics, and what tracking them can do for you. In this article, you’re going to see the five key metrics that tools like Xima measure, and how they can help you understand the phone services you provide to your customers.
1. Abandoned Call Rate. When you think of abandoned call rate, you might think of customers that hang up before talking to an agent. For example, they dial through, find out the wait time is X minutes, and decide they’d prefer to call another time. There’s more to it than that, though: the Abandoned Call Rate also includes callers who made it through to an agent, but hung up before reaching a solution.
So, for example, say a caller reaches an agent. The agent puts them on hold and transfers the caller to another department. The agent in that department has to transfer them again, and during the second transfer, the caller hangs up.
This would be considered an abandoned call.
Measuring your Abandoned Call Rate helps you understand how many calls are being abandoned, where they’re being abandoned, and why they’re being abandoned. Once you know what to treat, you know how to reduce abandoned calls.
2. Average Queue Time. The Average Queue Time is fairly self-explanatory: it’s the average time your callers are in the queue. The longer the queue time, the more likely it is that you’re going to be looking at an abandoned call. Tracking queue times might also lead you to track an agent’s handle times, which may be the cause of increased queue times.
3. Service Level & Forecasting. Understanding your busiest times of the day better equips you to staff efficiently. If you’re understaffed during your busy times, you’re going to have huge queue times and a lot of abandoned calls. If you’re overstaffed during slow times, your queue times will be ideal, but you’ll be spending unnecessary resources.
Understanding your Service Level & Forecasting helps you break down your call data into time intervals, so you know which days are your busiest, as well as which hours. Knowing your peak call times means you’re better able to staff accordingly, making sure you have only enough staff to handle the calls you’ll be receiving.
4. Emergency Calls. Emergency Calls are calls to internal security as well as external security, such as 911.
5. Cradle to Grave Reporting. Cradle to Grave Reporting fills in the blanks. For example, where are your calls getting abandoned? Is there a process or change you can implement to reduce abandonment rate and improve customer satisfaction? Cradle to Grave reporting helps answer whatever questions you might have about the software’s report.
The more you know about the call monitoring software you’re using, the more useful it will be to you. If you have more questions about the 5 metrics the software tracks, or if you’d like to use Xima to track your call data, reach out to Digitcom or send us an email or call at 1-866-667-8357 today!