If you have a call center, odds are it is one of the biggest things driving your business. A professional and efficient call center not only generates new business but also retains current customers. Therefore, it is important to make sure it is performing up to your expectations. Here are some key indicators that can help you decide if it is or not:
Time to Answer
How long does it take your employees to answer the phone? You should time how long it takes for your callers to reach you after they finish navigating your IVR (Interactive Voice Response). This may go without saying but the shorter the time, the better the customer interaction. If it takes a long amount of time for your callers to reach your employees, you need to track that and correct it. Oftentimes, high answer times are a result of poor training or staffing. Unfortunately, if it is too long a period your callers may even hang up.
Once your callers connect to an employee, there may be a reason that they need to be placed on hold. It is important to track how long your callers spend on hold. Long hold times can decrease customer satisfaction and even lead to call abandonment. If your hold times are large, you need to consider better training or improving your phone system.
As mentioned above, call abandonment occurs when your callers are placed on hold for too long or cannot reach an employee in a satisfactory amount of time. Call abandonment could indicate that your phone routing system is too complicated, or that the wait times are too long.