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It is a valuable metric you can also use to evaluate the performance of individual agents and teams. It measures the average amount of time a customer spends on a call from start to finish. The Average Handle Time (AHT) is a metric that can help you improve customer service and improve your call center's efficiency. Even if it means a small number of calls during odd times won’t meet the goal time.Ĭall centers also rely on other standard metrics that every service department should use. This focus allows them to make decisions like efficiently pooling their resources around high-demand times. A set % of calls have to be answered within X seconds.Ĭompanies often refer to SLAs over average wait time as they eliminate outliers by focusing on answering the vast majority of calls. 4) Call SLA (Service-Level Agreement)Ī call SLA or service-level agreement is an internal goal/rule for the level of service. That’s why the rate of answered calls and average wait time isn’t the end-all-be-all of call center metrics. If they call and get through to an agent, but their problem isn’t solved, Remember how we covered that the #1 annoyance is not being able to reach a support rep that can help them on the first try? That’s why it’s crucial to track the customer journey across all channels using modern tools. If the person calls from two different phones or contacts through another channel, it will be recorded as two people. If you only measure phone numbers, your data could get eschewed by calls over separate issues. Number of customer complaints solved in one call.īut it can be tricky to measure without a proper CRM system. You can even see this breakdown of the rate of answered/missed calls.įirst call resolution rate is a metric that measures the percentage of customers that have their problem solved on the first call. But with VoIP and Nextiva’s Service CRM, call tracking happens automatically. If you use landlines, it can be hard to keep track of these metrics. To minimize this kind of negative customer response, make sure you measure the average rate of answered calls.

Having a high percentage of missed phone calls means you have a lot of customers with negative experiences.Īs referenced in our intro, after a single bad experience, one-third of customers will no longer do business with a company.Ĭalling is often the last resort for desperate customers, and they are quick to take their complaints on social media if they can’t reach your support team on the first few tries. consumers cite the inability to reach a real support agent as their biggest customer service frustration. 2) Rate of Answered CallsĪccording to Microsoft, 24% of U.S. Average wait time is a metric that you absolutely should track and work toward improving.

No one likes waiting on hold, especially if it's a customer with an important question needed to be answered.

Repurchase Rate (Customer / Brand Loyalty)Īverage wait time is the average amount of time customers have spent before being connected with a support agent.

18 Customer Service Metrics to Track in 2021 From this list, you can select a handful of metrics that make the most sense to the success of your support team. In this guide, our team compiled the 18 must-have customer service metrics for any call center to track in 2021. They'll provide insight into how long your customers wait on hold, how long it takes your reps to resolve an issue, peak call hours, and so much more. If losing return business isn't bad enough, these consumers will likely tell their peers or the general public about their poor customer service interactions.Ĭan you afford to lose business and face scrutiny over poor customer service? If not, it's time to identify and begin tracking a set of customer service metrics to improve the quality of support you offer your customers.Ĭustomer service metrics measure the efficiency of your support team. At least one-third of consumers said they would consider switching companies after just one instance of bad customer service.