Leveraging Technology for Performance Measurement
Posted: Thu May 22, 2025 9:47 am
Average Handle Time (AHT):
Definition: The total average time an agent spends on a call, including talk time, hold time, and after-call work (ACW).
Why it Matters: Helps assess agent efficiency and identify areas for process improvement or training. While lower AHT is generally good, it should never come at the expense of call quality or FCR.
Customer Satisfaction (CSAT) / Net Promoter Score (NPS) / Customer Effort Score (CES):
Definition: Metrics gathered through post-call surveys to gauge customer sentiment and loyalty.
Why it Matters: Direct feedback on the quality of phone interactions and overall customer experience.
Transfer Rate:
Definition: The percentage of calls transferred jamaica phone number list from one agent or department to another.
Why it Matters: High transfer rates can indicate poor routing, lack of agent training, or complex customer issues that require multiple touchpoints, all leading to customer frustration.
III. Sales & Agent Performance Metrics (Outbound Calls):
Calls Per Agent:
Definition: The number of calls made by an agent within a given period.
Why it Matters: A basic productivity metric, but should be balanced with quality.
Contact Rate:
Definition:in a connection with a live person.
Why it Matters: Helps assess the quality of your calling lists and the effectiveness of dialing strategies.
Answer Success Rate (ASR):
Definition: The percentage of calls answered by the recipient out of the total dialed.
Why it Matters: Similar to contact rate, indicating the efficiency of your outbound campaigns and the quality of your lead data.
First Call Close (FCC):
Definition: The percentage of outbound calls that result in a desired outcome (e.g., a sale) on the first attempt.
Why it Matters: High FCC indicates effective sales scripts and agent performance.
Conversion Rate: (Same as above, applied specifically to outbound sales goals).
Achieving a comprehensive view of your phone number's performance requires specialized tools:
Call Tracking Software: This is the cornerstone. It assigns unique, trackable phone numbers to various marketing channels, allowing you to attribute calls to their source. Many solutions offer dynamic number insertion (DNI) to swap numbers on your website based on traffic source.
Definition: The total average time an agent spends on a call, including talk time, hold time, and after-call work (ACW).
Why it Matters: Helps assess agent efficiency and identify areas for process improvement or training. While lower AHT is generally good, it should never come at the expense of call quality or FCR.
Customer Satisfaction (CSAT) / Net Promoter Score (NPS) / Customer Effort Score (CES):
Definition: Metrics gathered through post-call surveys to gauge customer sentiment and loyalty.
Why it Matters: Direct feedback on the quality of phone interactions and overall customer experience.
Transfer Rate:
Definition: The percentage of calls transferred jamaica phone number list from one agent or department to another.
Why it Matters: High transfer rates can indicate poor routing, lack of agent training, or complex customer issues that require multiple touchpoints, all leading to customer frustration.
III. Sales & Agent Performance Metrics (Outbound Calls):
Calls Per Agent:
Definition: The number of calls made by an agent within a given period.
Why it Matters: A basic productivity metric, but should be balanced with quality.
Contact Rate:
Definition:in a connection with a live person.
Why it Matters: Helps assess the quality of your calling lists and the effectiveness of dialing strategies.
Answer Success Rate (ASR):
Definition: The percentage of calls answered by the recipient out of the total dialed.
Why it Matters: Similar to contact rate, indicating the efficiency of your outbound campaigns and the quality of your lead data.
First Call Close (FCC):
Definition: The percentage of outbound calls that result in a desired outcome (e.g., a sale) on the first attempt.
Why it Matters: High FCC indicates effective sales scripts and agent performance.
Conversion Rate: (Same as above, applied specifically to outbound sales goals).
Achieving a comprehensive view of your phone number's performance requires specialized tools:
Call Tracking Software: This is the cornerstone. It assigns unique, trackable phone numbers to various marketing channels, allowing you to attribute calls to their source. Many solutions offer dynamic number insertion (DNI) to swap numbers on your website based on traffic source.