If you’re running a call center, you already understand how crucial your call center analytics and phone call monitoring features are. It’s impossible to improve the quality of your service level without analyzing the numbers, and having relevant Benchmarks to compare.

Here are the top 4 phone call monitoring benchmarks you need to pay attention to:

1. Telephone Benchmarks

Phone Call monitoring benchmarks can be divided into 3 main categories:

• Service level
• Average speed to answer
• Abandoned rate

According to the IFC, 80% of your calls should be answered by a human within 20 seconds. The overall average speed to answer should be no longer than 28 seconds — if it’s way off this number, that is a sign you need more staff.

Lastly, your abandoned rate (people who hang up while waiting for an agent) should average between 5% and 8% of your total calls received. With the proper phone call center analytics, these numbers are easy to see.

2. Efficiency Benchmarks

Efficiency phone call monitoring benchmarks can be divided into 5 main categories:

• Call forecasting accuracy
• Adherence to schedule
• Occupancy
• Call duration
• Call wrap up time

If calls are higher than predicted, there will not be enough staff to handle the volume. If call center analytics displays that calls are lower than predicted, your staff will be under-utilized. According to the IFC, you should regularly monitor and assess your forecasts and aim for a variation of less than 5% for optimal efficiency.

Your staff’s adherence to the schedule should be close to 95%, which ensure people are on time for their shifts and maintaining the predetermined workflows. Additional measures like occupancy, call duration, and wrap up time will vary, but should be monitored and have their own expectations.

3. Human Resource Benchmarks

Human Resource benchmarks can be divided into 2 main categories:

• Time absent
• Attrition

Absenteeism tracks the number of unauthorized missed days, as a percentage of overall contracted days. According to the IFC, the global metric is 5%. This is a good measure of things like motivation and job stress, and directly impacts productivity and potential earnings for the company. Attrition is the measure of staff turnover on an annual basis. For the call center call monitoring industry, the global average is 15%. High employee turnover can become extremely expensive for call centers, and it’s important to monitor this to ensure any gaps are being addressed.

4. Service Benchmarks

Service benchmarks can be divided into 3 main categories:

• Customer satisfaction
• First, call resolution rate
• Quality assurance

According to the IFC, the global metric for customer gratification is 90%. This is a critical benchmark that requires several layers to achieve, including third party analysis and call center analytics.

The first call resolution rate monitors what percentage of calls are resolved on the first attempt, and should be at least 70%. Quality assurance is based on the entire experience for the customer and monitors how the agent answered the phone, how they navigate the resolution, and how they end the call.

At Nectar Desk, our call center analytics easily show all the detailed information your company needs to monitor phone calls analytics and strive for customer service excellence.

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