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How to Evaluate Call Center Agent Performance

Important KPIs for evaluating call center agent performance.

Let’s take a deeper look at some KPIs that help contact centers measure their agents’ performance.

First call resolution (FCR).

FCR measures the percentage of customer queries that are resolved within the first interaction. If customers need to reach out multiple times to resolve a single issue, you likely have a low FCR rate. Not only does a high FCR improve customer experience, but it also indicates high efficiency in your agents.

Average speed of answer (ASA).

ASA refers to the average response time or amount of time that it takes for an agent to answer a call. Shorter ASAs indicate higher efficiency for your team.

Abandon rate.

 

Abandon Rate or abandonment rate, refers to the number of callers that abandon a call (hang up) while waiting for an agent to answer. It’s important to note, however, that abandon rates aren’t always indicative of a specific agent’s performance. Sometimes, a call center is overwhelmed or understaffed, resulting in long wait times.

Net promoter score (NPS)

 

Net Promoter score (NPS) is a metric that measures the likelihood of a customer recommending the company to friends, family, and colleagues. This data is often collected as a survey question, asking customers to rate the service on a scale of 1 to 10.

Customer satisfaction score (CSAT).

Customer satisfaction score, also known as CSAT, measures how satisfied a customer is after completing a call or other interaction with an agent. CSAT is usually measured through an interactive survey at the end of a call.

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