The Importance of KPIs (Key Performance Indicators)

All sales/call centers have good and bad agents, it’s the nature of the business. It’s how you are measuring what is good for your company, and what isn’t, that will enable you to minimize inefficiencies and maximize revenue. Focusing on and expanding upon what is working, and fixing or replacing what isn’t working as efficiently as it needs to be, are the keys every successful business focuses on.

Here at Foxie, we have come up with what we consider the three most useful KPIs based on our decades of sales/call center experience. We have started up call centers, worked in them, ran them, and sold them. We know what works!

1. Average Handle Time (AHT) – This is defined by the average time it takes for one representative to complete a conversation with the client. The clock starts the moment the rep answers the phone, up until the time the call is ended, including any hold times.
   
   This is a prime factor when determining how to staff your center. You don’t want to pay your reps to be sitting around doing nothing, but you also don’t want to overburden them and keep your customers waiting. AHT will also help develop training for individuals, by looking to see if a rep is burning through calls and has a very low handle time, or if a rep has a very high one and needs to move more quickly through the call.

2. Call Arrival Rate – This metric tracks the number of daily calls throughout the month. This will allow you to easily see when you are receiving the most calls and need to be more heavily staffed, and at what times the calls are coming in the slowest. By studying this, you can see when you need to be staffed, and plan accordingly.

3. Average Wait Time (AWT) - This metric will show you the total call queue waiting time, divided by the number of calls answered. This is very important because as I’m sure you have experienced, waiting on hold in a queue is annoying. Studies have shown that the average caller will wait up to two minutes, after which they disconnect the call angry about wasting their time. This leads to them not calling back, and negative feedback. Two things all businesses try to avoid. 

These are just a few examples of how using KPIs can really help you understand what is and what isn’t working in your center. Here at Foxie, we know that when it comes to KPIs, what is most important is what works for your business.

Be engaged with your customers...call me at 866-BE-ENGAGED (866-233-6424), text START to FOXIE (36943) or if you prefer, just shoot me an email at ajohnson@foxie.com.

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