Operations
Operational analytics focuses on improving existing operations and maximizing efficiencies.
Capacity Utilization
Capacity affects your bottom line. Are your employees stretched too thin? Are they spending too much time on administrative tasks and not enough on profitable work? Do you need more head count? Do you need to implement more efficient processes? Translate work responsibilities and tie capacity insights to your business development pipeline to anticipate lifts/dips in volume of business. Work to establish a system to track capacity without creating huge administrative burdens and/or alienating employees with a ‘big-brother’ culture.
Call Center Operations
Some commonly used metrics include:
Percentage of Calls Blocked
Percentage of inbound callers that received a busy tone, often caused by no available agents or call center software capacity.
Average Abandonment Rate
Percentage of callers who hang up before reaching an agent.
Service Level
Percentage of calls answered within a specified number of seconds.
Average Handle Time
Elapsed time from when an agent answers a call until the agent disconnects.
First Call Resolution
Percentage of calls that the agent completely addresses the caller’s needs without having to transfer, escalate or return the call.
Customer Satisfaction
Derived by conducting customer surveys as well as obtaining quality assurance measurements.
Agent Turnover Rate
Percentage of agents who leave the call center to work elsewhere.