Making data-driven decisions will differentiate a good company from a great one in 2016.

In order to ensure your call center is performing to its fullest capacity…

You should be measuring the right metrics and Key Performance Indicators (KPIs).

Here are the top six call center KPIs you should be tracking in 2016:

#1Average Speed to Answer

Average Speed to Answer is the average amount of time it took a single agent or a group of agents to answer inbound calls in a specified time frame.

This includes time while the agent’s phone rings, but does not include the time the caller spent in the IVR or waiting queue.

What are you really measuring?

Customer Satisfaction

Efficiency

Accessibility

The Average Speed to Answer for Talkdesk users was 4.3 seconds in 2015.

Decrease Average Speed to Answer with:

• Sufficient agent training • Appropriate amount of

after call work time • Adequate call forecasting

#2Average Abandonment Rate

Average Abandonment Rate is the percentage of callers who hang up or disconnect  before being routed to an agent.

Inbound callers typically abandon in the IVR or waiting queue.

What are you really measuring?

IVR Effectiveness

Agent Efficiency

Time in Queue

For Talkdesk users in 2015 we saw an Average Abandonment Rate of 12%.

Decrease Average Abandonment Rate with:

• An effective IVR• Optimized agent training • More accurate staffing

#3Average Time to Queue

Average Time in Queue is the average amount of time callers spend in the waiting queue before they are connected to an agent.

When customers experience lengthy wait times, they will likely abandon calls and may never call back.

What are you really measuring?

Agent Efficiency

Productivity

Staffing

For Talkdesk users in 2015 we saw an Average Time in Queue of 3.4 seconds.

Decrease Average Time in Queue by:

• Adjusting agent schedules

• Optimizing staffing• Configuring software for

specialized queues

#4Average Handle Time

Average Handle Time is the average amount of time an agent spends speaking with the caller, including hold time.

What are you really measuring?

Efficiency

Productivity

Staffing

Decrease Average Handle Time by:

• Using skills-based routing • Streamlining agent

workflow • Optimizing agent training

and coaching

#5First Call Resolution

First Call Resolution is the percentage of calls that an agent or group of agents is able to resolve the caller’s issue without having to escalate, transfer or return the call.

What are you really measuring?

Agent Expertise

Productivity

Processes

Optimize First Call Resolution by:

• Presenting caller history• Automating tasks• Using skills-based routing

#6Service Level

Service Level is the percentage of inbound calls that are answered below the target threshold.

What are you really measuring?

Software Quality

Agent Capabilities

Efficiency

Productivity

Optimize Service Level by:

• Decreasing call duration • Optimizing agent

scheduling• Decreasing after call work

time

Start measuring what matters in your call center.

Your metrics will help you continuously strive for better results.

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Talkdesk today!

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