There are lots of completely different call center metrics used to measure exercise and effectivity. Key Efficiency Indicators, or KPIs, will be tracked by means of built-in cellphone techniques and name heart cloud-based expertise.
These embrace metrics like buyer satisfaction (CSat) rating, common deal with time (AHT), net promoter score (NPS), occupancy fee, common velocity of reply (ASA), first name decision (FCR), and extra.
Totally different name facilities may need completely different objectives, and thus have completely different metrics to prioritize. However, there’s one metric that each name heart must prioritize: price per contact.
Why is price per contact essential?
Value per contact determines how a lot a name heart pays for a contact or name. Consider every particular person buyer interplay as a single unit of labor. The decrease the associated fee per contact, the extra environment friendly your name heart is.
Name heart metrics are essential for understanding the place your name heart can enhance. Utilizing KPIs assist enhance buyer expertise and satisfaction and agent efficiency whereas making certain your operations are more cost effective.
Excessive price per contact limits operational effectivity in your name heart. That’s why it’s essential to continually measure effectivity by means of metrics to maximise effectivity.
How do you calculate price per contact?
To calculate price per contact, add up all working bills of a name heart and divide it by the annual inbound contact quantity of the contact heart.
Examples of working bills for a name heart embrace:
- Worker salaries.
- Extra time pay.
- Bonuses.
- Commissions and different incentive compensation.
- Services prices.
- {Hardware} and computer systems.
- Workplace provides and furnishings.
- Software program licensing.
- Journey.
- Schooling and coaching.
It’s essential to notice that almost all name heart bills are in labor and personnel prices. Some name facilities solely issue the prices of workers of their calculations for price per contact. Name facilities that add up all bills use absolutely loaded prices.
Inbound name quantity is the whole variety of calls to the decision heart minus deserted calls. However, contact quantity for a contact heart contains all contacts from:
- Voice calls.
- Emails.
- Web site messages.
- Social media chat messages.
- Faxes.
- Stroll-ins.
So, put merely:
Value per contact = month-to-month working prices/ (# of contacts or interactions per month- deserted calls)
What’s the ideally suited price per contact on your contact heart?
For contact facilities that calculate solely worker prices of their formulation, common prices per name vary from $1.11 to $3.29 per 3-4 buyer name. For contact facilities utilizing absolutely loaded prices, the associated fee per contact will increase to about $2.70 to $5.60 per name.
You must purpose for a price per contact that’s near or above the averages listed above.
Instruments and techniques for lowering price per contact.
Listed here are some methods to scale back your price per name or contact:
Name monitoring and recording: Actual-time name monitoring and recording helps name facilities determine areas for enchancment of their brokers’ name techniques. This reduces abandon fee and in flip, reduces price per name or contact. Name monitoring additionally helps contact facilities measure common name deal with time, name period, deserted calls, and extra.
Shift scheduling: Sustaining a strategic agent schedule can assist scale back price per contact. Throughout peak occasions, make sure that your most expert brokers are on the ground, or optimize part-time employees for peaks and valleys in name quantity.
High quality training and coaching: Investing in workers from the primary day can guarantee higher efficiency. Name heart agent coaching prices cash, however it’s price it as a result of expert brokers scale back name time, enhance customer support, and scale back price per contact.
