Getting Started with Contact Center Metrics

What if the key to more sales or better customer service was a simple fix but you never knew?

By analyzing the right metrics in your contact center, you can identify the important trends that will be critical to your business’ success.


Why are Metrics Important?

At the core, data and metrics help businesses measure the success or failures of their processes as well as help communicate a business’ progress towards goals or objectives.

If you’re not collecting and analyzing metrics, you’ll miss the warning signs of issues that could result in loss of revenue and customer loyalty.

That’s why it’s important to consider what your contact center software needs are, and whether or not you will need a solution that will allow you to oversee your contact center agents and make adjustments as needed.


Important Contact Center Reporting Features

When you’re selecting a contact center software, here are a few important features you should be looking for:

  • Real-time monitoring. This will give you the most current information to make informed, real-time decisions. It also allows you to monitor your contact center’s operation (by viewing real-time statistics like ACD queues, agents, campaigns, and lists) whether you’re in the office or not. You’ll even be able to track agents working remotely, anywhere in the world.
  • Customizable dashboards. At a glance, you’ll be able to look at information that’s important to your contact center and make adjustments accordingly. You should be able to set thresholds (so you know when goals are met) and alerts (so that you don’t miss anything important).
  • Historical reports. Historical reports allow you to take a step back and look at all necessary insights to pinpoint issues and trends. These reports should also be available to download as a graphic, table, or Excel file to allow for easy sharing with your team.

The contact center software you choose should do most of the heavy lifting. Your time is better spent improving and inspiring your agents.


Which Statistics You Should Measure

There are hundreds of different call center metrics that can be measured.

It's entirely up to you which ones to choose, but they should all be based on your business goals.

Here are a few good places to start:

  • Revenue.  Is your contact center making you money? Studying revenue allows you to identify the effectiveness of your sales programs (including up-selling) and will help guide future sales training.
  • Contact Center Productivity.  In other words, how much time agents spend with live contacts (answering questions, customer service, sales, etc.) vs. how long they wait for inbound calls or outbound call assignments.
  • Average Speed of Answer.  This is the amount of time it takes for calls to be answered during a certain period. This also includes the amount of time that customers wait in the call queue to reach an agent.
  • Call Abandon Rate.  Many inbound contacts hang-up before speaking to someone, so this metric can help you gauge where to place your resources. If many callers simply give-up because they waited too long, this indicates that you may need to hire more agents or train them better to handle the call volume.
  • Customer Satisfaction.  Happy customers spend more and are willing to recommend your business or products to others. By reaching out during or after contact with a customer, you can quickly determine how satisfied your customers are with their experience. All you have to do is ask.

The important thing to keep in mind when it comes to reporting and metrics is that there is no cookie cutter solution.

What you measure needs to be specific to the needs of your company and your contact center.

As your business grows and your contact center becomes even more sophisticated, you’ll want to consider additional metrics.

Five9, along with industry experts from ICMI, have put together the 7 Contact Center Metrics Every Enterprise Should Be Measuring. Our Five9 team is ready to help answer any questions you may have.