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Call Center Metrics | An Introduction eBook from MetricNet

This free 44-page eBook is an introduction to Outsourced Contact Center KPIs including definitions, information on the importance of each metric & key correlations for 41 Outsourced Contact Center metrics. A brief overview of each metric is listed below.

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Channel Mix Metrics

Voice % of Total is the percentage of total contacts (including IVR-contained contacts) that originate in the voice channel.

Chat % of Total is the percentage of total contacts (including IVR-contained contacts) that originate in the chat channel.

IVR % of Total is the percentage of contacts that are contained within the IVR, and resolved without the assistance of a live agent.

Web Ticket/Email % of Total is the percentage of total contacts (including IVR-contained contacts) that originate in the web ticket/email channel.

Other % of Total is the percentage of total contacts (including IVR-contained contacts) that originate in other channels, outside of voice, chat, IVR, and web/email.

Price Metrics

Average Price per Voice Contact is the amount paid to the service provider for each inbound voice contact handled.

Average Price per Chat Session is the amount paid to the service provider for each chat session handled.

Average Price per Web Ticket/Email Contact is the amount paid to the service provider for each web ticket/email handled.

Average Price per Agent-Assisted Contact is the average amount paid to the service provider for each agent-assisted contact, including voice, chat, and web/email.

Average Price per Contact is the average amount paid to the service provider for each inbound contact, including IVR-contained contacts.

Average Price per Voice Minute is simply the Average Price per Voice Contact divided by the average Voice Handle Time.

Average Price per Chat Minute is simply the Average Price per Chat Contact divided by the average Chat Handle Time.

Average Price per Web Ticket/Email Minute is simply the Average Price per Web Ticket/Email Contact divided by the average Web/Email Handle Time.

Handle Time Metrics

Voice Handle Time is the average time (in minutes) that an agent spends on each call, including talk time, hold time, and after-call work time.

Chat Handle Time is the average time (in minutes) that an agent spends on each chat, including chat time and after-chat work time.

Web/Email Handle Time is the average time that an agent spends handling each web ticket or email contact.

Voice Quality Metrics

Voice Customer Satisfaction is the percentage of customers who are either satisfied or very satisfied with their Contact Center experience in the voice channel.

Net First Contact Resolution (FCR) applies only to live voice contacts. It is a percentage, equal to the number of inbound calls that are resolved on the first interaction with the customer, divided by all calls that are potentially resolvable on first contact.

Call Quality is measured on a scale of zero to 100%, and evaluates such things as analyst courtesy, professionalism, empathy, timeliness of resolution, quality of resolution, adherence to the script, etc.

Voice Productivity Metrics

Voice Agent Utilization is the average time that a voice agent spends handling both inbound and outbound calls per month, divided by the number of work hours in a given month. (See the more thorough definition on page 22 of the ebook)

Inbound Voice Contacts per Agent per Month is the average monthly inbound call volume divided by the average full-time equivalent (FTE) voice-agent headcount.

Voice, Chat, and Email Agents as a % of Total Contact Center Headcount is the average Full Time Equivalent (FTE) agent headcount divided by the average total Contact Center headcount.

Voice SLA Metrics

Average Speed of Answer (ASA) is the total wait time that callers are in queue, divided by the number of calls handled.

Call Abandonment Rate is the percentage of calls that were connected to the ACD, but were disconnected by the caller before reaching an agent or before completing a process within the IVR.

% Answered in 30 Seconds is the percentage of all inbound calls that are answered by a live agent within 30 seconds.

Agent Metrics

Annual Agent Turnover is the average percentage of agents that leave the agent role in the Contact Center, for any reason (voluntarily or involuntarily), in a year.

Daily Agent Absenteeism is the average percentage of agents with an unplanned absence on any given day.

Agent Schedule Adherence measures whether agents are in their seats ready to accept calls as scheduled.

Agent Occupancy is a percentage, equal to the amount of time that a voice-support agent is in his or her seat and connected to the ACD and either engaged in a call or ready to answer a call, divided by the agent’s total number of hours at work (excluding break time and lunch time).

New Agent Training Hours is the number of training hours (including classroom, computer-based training, self-study, shadowing, being coached, and on-the-job training) that a new agent receives before he or she is allowed to handle customer contacts independently.

Annual Agent Training Hours is the average number of training hours (including classroom, computer-based training, self-study, shadowing, etc.) that an agent receives on an annual basis.

Agent Tenure is the average number of months that each agent has worked in your Contact Center.

Agent Job Satisfaction is the percentage of agents in a Contact Center who are either satisfied or very satisfied with their jobs.

Chat Metrics

% of Contacts Originating in Chat is the percentage of all contacts coming into the Contact Center that originate in the chat channel.

% of Contacts Resolved in Chat is the percentage of all contacts coming into the Contact Center that originate and are resolved in the chat channel.

Chat First Contact Resolution applies only to live chat contacts. It is the percentage of chat sessions that are resolved on the first interaction with the customer, divided by all chat sessions that are potentially resolvable on first contact.

% Failover Rate from Chat to Voice measures the percentage of chats that “failover” to a live-agent voice contact.

Customer Satisfaction in the Chat Channel is the percentage of customers who are either satisfied or very satisfied with their Contact Center experience in the chat channel.

Average Concurrent Chat Sessions is the average number of chat sessions that a chat agent has open at any given time.

Maximum Concurrent Chat Sessions is the maximum number of chat sessions that an analyst is allowed to handle concurrently.

Number of Chat Sessions per Chat Agent per Month is the average monthly chat volume divided by the average full-time equivalent (FTE) chat-agent headcount.

You may also be interested in our whitepaper The Five Most Important Call Center Metrics.

Angela Irizarry

Angela Irizarry joined MetricNet in early 2013. In her current role as Vice President and Chief Operating Officer, she assists MetricNet’s CEO in managing the Company’s day-to-day operating activities, short-term and long-range strategic planning and new client acquisition. Additionally, she is responsible for planning, organizing, and implementing the Company’s sales and marketing efforts as well as managing MetricNet’s intellectual property, online best practices library, web projects and e-commerce shop. Angela is a versatile and results-oriented professional with nearly 15 years of business development and marketing experience across a multitude of industries globally. Prior to joining MetricNet she held various leadership positions in the Property Management and Retail industries where she was known for her strong track record of sales growth, marketing foresight and creative problem solving.

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