16 Inbound Call Centre Metrics + How to Improve Them

This blog summarises the key points from a recent article from David McGeough at Scorebuddy, where he explores 16 essential inbound call centre metrics you can use to shape and improve your operations.

Inbound contact centres handle more data than ever, averaging 1,000 calls weekly – each packed with valuable insights from customer details, agent notes, and call recordings.

Managing this data can be overwhelming, but it also presents a huge opportunity to assess what’s working and what needs improvement.

Not all data is equally important – it depends on your organisation’s goals. By focusing on key inbound call centre metrics aligned with your objectives, you can streamline operations and enhance the customer experience.

16 Key Inbound Call Centre Metrics and How to Improve Them

Customer Satisfaction (CSAT) Score

CSAT measures how happy customers are with their experience based on post-interaction surveys. A high score signals positive service, while a low one highlights areas for improvement.

Enhancing CSAT requires focusing on core experience factors like first call resolution (FCR) and average handle time (AHT), actively using customer feedback, and equipping agents with the right tools for seamless support.

Net Promoter Score (NPS)

NPS evaluates customer loyalty by asking how likely they are to recommend your company. Respondents fall into three groups:

• Promoters: Enthusiastic advocates
• Passives: Neutral
• Detractors: Unhappy customers

This metric provides insights into customer sentiment and helps predict future business growth. To boost NPS, encourage proactive customer engagement, integrate feedback into training, and empower agents to provide exceptional service.

First Call Resolution (FCR)

FCR tracks how often customer issues get resolved on the first attempt. Higher FCR leads to better customer satisfaction and reduced repeat contacts.

You can improve your First Call Resolution by implementing intelligent call routing, comprehensive customer data access, and continuous agent training to ensure swift and effective problem-solving.

Repeat Call Rate (RCR)

Repeat Call Rate measures how frequently customers call back for the same issue within a specific time frame. When customers have to call back repeatedly, it frustrates them and adds extra stress to employees, leading to potential agent burnout.

You can reduce RCR by strengthening self-service tools, conducting root cause analysis, and refining agent training programs to address persistent issues.

Call Abandonment Rate

Call Abandonment Rate reflects the percentage of callers who hang up before speaking to an agent, often due to long wait times.

Reducing abandonment requires optimising staffing schedules, offering callback options, and enhancing self-service capabilities to resolve common inquiries without agent intervention.

Average Speed of Answer (ASA)

Average Speed of Answer calculates the time agents take to answer incoming calls. Faster response times improve customer satisfaction, while delays can indicate inefficiencies.

Solutions include better workforce scheduling, real-time monitoring, and self-service improvements to ease the load on agents.

Service Level

Service level represents the percentage of calls answered within a predefined timeframe. In industries like BPO, meeting service level agreements (SLAs) is critical.

To improve service level, align staffing with call volume forecasts and implement omnichannel support to manage customer inquiries across multiple platforms.

Average Handle Time (AHT)

AHT tracks the total duration of customer interactions, including talk time and post-call work. Striking the right balance is key – long calls can indicate inefficiencies, while rushed conversations may hurt CX.

Streamline AHT with smart call routing, well-structured scripts, and AI-powered knowledge bases.

There are lots of different ways to improve average handle time, such as:

• Adding intelligent routing options
• Improving (or adding) an internal knowledge base
• Improving your call centre scripts
• Using QA software to see where agents are struggling

Cost Per Resolution

Cost per resolution calculates the total expense to resolve a customer issue, including salaries and operational costs.

Lowering it involves optimising efficiency through automation, self-service options, and workforce management tools while maintaining service quality.

Agent Effort Score

Agent Effort Score reflects how easy it is for agents to do their jobs effectively. A higher score means fewer barriers, leading to better service and increased job satisfaction.

Enhancing this metric involves gathering agent feedback, improving workflows, and leveraging AI to streamline repetitive tasks.

Transfer Rate

The percentage of calls transferred between agents or departments impacts efficiency and customer experience.

High transfer rates often indicate issues with call routing or agent training. To reduce unnecessary transfers, refine routing protocols and provide agents with better training and decision-making tools.

Self-Service Success Rate

This measures how often customers successfully resolve issues through self-service tools like FAQs or chatbots. Improving it requires making self-service options more intuitive, regularly updating content, and ensuring AI-driven tools effectively address customer concerns.

Agent Utilisation Rate

Agent utilization measures the percentage of working hours spent actively handling customer interactions.

Maintaining a healthy balance is crucial – underutilization suggests inefficiencies, while overutilization risks burnout. Improve this metric with better forecasting, scheduling, and automation for repetitive tasks.

Schedule Adherence

This tracks whether agents stick to their assigned schedules, including breaks and login times. High adherence ensures adequate coverage and minimises service gaps. To improve, set clear expectations, use workforce management software, and recognize employees who maintain strong adherence.

After-Call Work (ACW)

ACW includes post-call tasks like logging details or updating records. While necessary, excessive ACW can limit availability for incoming calls.

Minimise delays by implementing AI-driven automation, creating CRM templates, and training agents to streamline workflows.

Quality Assurance (QA) Scores

QA scores assess agent performance based on professionalism, adherence to protocols, and issue resolution effectiveness.

To boost QA scores, set clear benchmarks, implement a structured review process, and provide targeted coaching based on performance insights.

This blog post has been re-published by kind permission of Scorebuddy – View the Original Article

For more information about Scorebuddy - visit the Scorebuddy Website

Call Centre Helper is not responsible for the content of these guest blog posts. The opinions expressed in this article are those of the author, and do not necessarily reflect those of Call Centre Helper.

Author: Scorebuddy
Reviewed by: Megan Jones