3 important Call Center reporting metrics you need to know.

Reading time: 3 minutes

Understanding the 3 Call Center reporting metrics that OMICall will list in this article will help you accurately identify the problems your business is facing in the process of consulting, selling, and customer care. Continue reading to find out what those 3 metrics are!

What are Call Center reporting metrics?

A virtual Call Center integrated with CRM can easily help you access data and statistical reports in real time. With this information, business managers can grasp the business situation at any given time, whether telesales staff are providing good customer service, what kind of customer experience they have through the call center, and whether the call quality is stable.

3 Important Call Center Reporting Metrics You Need to Know

Therefore, you must understand the following 3 call center reporting metrics to assess the team’s KPI achievement, manage employee performance, and improve and develop based on existing strengths and weaknesses. This will lead to better business strategies.

FCR (First Call/Contact Resolution)

The FCR in a smart multi-channel call center measures whether customer issues are resolved promptly on the first call.

This is an extremely important metric, capable of evaluating the situational handling skills of call center agents in particular and the overall service quality of the business in general. Furthermore, achieving this metric can significantly reduce call costs for subsequent calls.

ASA (Average Speed ​​of Answer)

ASA, also known as the average call response time, is a key indicator of call center performance. As its name suggests, a higher ASA (Average Handling Time) score means customers have to wait longer for a representative to answer the call.

For the most accurate assessment, managers need to check the quality of the Call Center system and closely monitor the call center team to optimize the ASA. If adjustments aren’t made promptly, you’ll lose many potential customers to competitors.

AHT (Average Handling Time)

Unlike ASA, AHT is the average time to handle a call. AHT is calculated based on the total time a representative interacts and converses with the customer, or the time a representative processes customer information and data after the conversation ends.

Most managers pay close attention to this metric when discussing call center reporting, as it helps them evaluate the professional skills and problem-solving abilities of the team. This allows for faster and more efficient problem-solving process orientation and adjustment.

VIHAT TECHNOLOGY Co., Ltd

Headquarters: ViHAT Building – 06 Street No. 16 (Him Lam Residential Area) – Hiep Binh Chanh Ward – Thu Duc District – Ho Chi Minh City

Hanoi Branch: Floor 15, LADECO Building, 266 Doi Can, Ba Dinh, Hanoi

Cambodia Branch: Thida Rath #154 St. 33MC, Sangkat Steung Meanchey, Khan Mean Chey, Phnom Penh