1. What are the Metrics in a Call Center? Explain each. QUESTION 2. Among the Metrics...

 

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1. What are the Metrics in a Call Center? Explain each. QUESTION 2. Among the Metrics that was mentioned below, which metric do you think is the most important in a call center? Please explain your answer and cite an example to support your answer. 1. Call Arrival Rate - Call arrival rate measures the frequency of inbound calls over a given period of time. This is a fundamental call center metric that can help the business determine peak hours and seasonal calling trends, so they can hire and schedule staff intelligently. 2. Percentage of Calls Blocked-Percentage of calls blocked tells the business how many inbound callers get a busy tone. Business wants this number to be as low as possible, because it means all their customers are able to reach them. When customers reach a busy tone, it has a negative impact on their customer experience, which puts your relationship at risk. If the business has a high percentage of blocked calls, it can be a signal that they need to adjust staffing levels, increase agent productivity or the underlying technology is unable or not properly configured to support their current call volumes. 3. Average Call Abandonment - Average call abandonment measures the number of callers who hang up before reaching an agent. This is another call center metric that business would like to see at zero (or as close to it as possible). High average call abandonment rates are a symptom of the same problems that cause a high percentage of calls blocked-understaffing, poor performance, technology, and poor processes. 4. First Response Time (FRT) - FRT measures the average amount of time that a customer waits before speaking with an agent. A "good" FRT varies by industry, but in general, the lower the FRT, the more likely that the customers will be satisfied with the experience. A high FRT can indicate problems with staffing levels or technology capabilities. 5. Average Handle Time (AHT) - Average handle time gives business a general idea of how long it takes an agent (or group of agents) to help a caller. Some measure AHT from the moment a caller connects to the moment they are disconnected, while others will also include the time it takes to complete post-call tasks, such as filing a form or updating the CRM. In general, the lower the AHT is, the better. However, an AHT that is too low can also be a signal that something isn't right. While customers value fast service, they loathe having to call again-especially about the same problem. The idea is to create the greatest outcome possible in the least amount of time, with an emphasis on creating the greatest outcome possible. Not only does AHT help business establish baselines for how long it should take to address a given issue, but it also helps business measure each agent (or groups of agents) against those baselines. Agents who spend too much or too little time on particular calls may require additional coaching and training. It can also reveal problems that go beyond agent capability, such as difficult or convoluted workflows and clunky technology experiences. 6. First Call Resolution (FCR) - FCR measures the percentage of calls wherein the agent is able to resolve the customer's problem in the first call, without having to transfer, escalate, pause or return the call. Basically, it shows business the frequency in which business create ideal outcomes. Remember, customers are unhappy when they call a company multiple times to resolve a problem, and it can impact future spending-the higher the FCR, the better. 7. Average Time in Queue - This metric shows business the amount of time callers are stuck in call queues. That number is divided by the total number of calls answered. 8. Average After Call Work Time-Tracks and measures the average time it takes agents to do the work associated with a call after it's finished. 1. What are the Metrics in a Call Center? Explain each. QUESTION 2. Among the Metrics that was mentioned below, which metric do you think is the most important in a call center? Please explain your answer and cite an example to support your answer. 1. Call Arrival Rate - Call arrival rate measures the frequency of inbound calls over a given period of time. This is a fundamental call center metric that can help the business determine peak hours and seasonal calling trends, so they can hire and schedule staff intelligently. 2. Percentage of Calls Blocked-Percentage of calls blocked tells the business how many inbound callers get a busy tone. Business wants this number to be as low as possible, because it means all their customers are able to reach them. When customers reach a busy tone, it has a negative impact on their customer experience, which puts your relationship at risk. If the business has a high percentage of blocked calls, it can be a signal that they need to adjust staffing levels, increase agent productivity or the underlying technology is unable or not properly configured to support their current call volumes. 3. Average Call Abandonment - Average call abandonment measures the number of callers who hang up before reaching an agent. This is another call center metric that business would like to see at zero (or as close to it as possible). High average call abandonment rates are a symptom of the same problems that cause a high percentage of calls blocked-understaffing, poor performance, technology, and poor processes. 4. First Response Time (FRT) - FRT measures the average amount of time that a customer waits before speaking with an agent. A "good" FRT varies by industry, but in general, the lower the FRT, the more likely that the customers will be satisfied with the experience. A high FRT can indicate problems with staffing levels or technology capabilities. 5. Average Handle Time (AHT) - Average handle time gives business a general idea of how long it takes an agent (or group of agents) to help a caller. Some measure AHT from the moment a caller connects to the moment they are disconnected, while others will also include the time it takes to complete post-call tasks, such as filing a form or updating the CRM. In general, the lower the AHT is, the better. However, an AHT that is too low can also be a signal that something isn't right. While customers value fast service, they loathe having to call again-especially about the same problem. The idea is to create the greatest outcome possible in the least amount of time, with an emphasis on creating the greatest outcome possible. Not only does AHT help business establish baselines for how long it should take to address a given issue, but it also helps business measure each agent (or groups of agents) against those baselines. Agents who spend too much or too little time on particular calls may require additional coaching and training. It can also reveal problems that go beyond agent capability, such as difficult or convoluted workflows and clunky technology experiences. 6. First Call Resolution (FCR) - FCR measures the percentage of calls wherein the agent is able to resolve the customer's problem in the first call, without having to transfer, escalate, pause or return the call. Basically, it shows business the frequency in which business create ideal outcomes. Remember, customers are unhappy when they call a company multiple times to resolve a problem, and it can impact future spending-the higher the FCR, the better. 7. Average Time in Queue - This metric shows business the amount of time callers are stuck in call queues. That number is divided by the total number of calls answered. 8. Average After Call Work Time-Tracks and measures the average time it takes agents to do the work associated with a call after it's finished.

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1 The metrics in a call center are the key performance indicators KPIs that are used to measure the performance of the call center and its agents Some ... View the full answer