You’re overwhelmed with your daily operations and have hired a call centre to manage your incoming calls. They’re answering your phones and sending monthly reports of the progress.

But how do you gauge if your inbound call centre strategy is successful? With all the metrics reported, how do you know which are essential?

We’ve listed the essential metrics you should be tracking to determine the success of your inbound call strategy.

First call resolution (FCR) rate is the percentage of customer calls resolved on the first attempt. It shows how effective your agents are at helping resolve customer issues.

A high FCR rate implies that your agents are doing a great job at helping resolve customer issues on the first try. On the other hand, a low FCR rate indicates that your agents are having difficulty fielding and helping resolve issues on the first attempt, which could lead to increased call volume and frustrated customers.

The goal is to have a high FCR rate so that customers don’t have to wait on hold or call back multiple times to get their issues resolved.

Customer satisfaction (CSAT) score measures how satisfied customers are with their interactions with your call centre agents. This metric shows whether customers are happy with the level of service they’re receiving from your agents.

A high CSAT score means that customers are generally satisfied with their interactions with your call centre. A low score indicates that customers are unhappy and may take their business elsewhere.

The goal is to have a high CSAT score so that you can retain as many customers as possible.

Customer satisfaction (CSAT) score measures how satisfied customers are with their interactions with your call centre agents. This metric shows whether customers are happy with the level of service they’re receiving from your agents.

A high CSAT score means that customers are generally satisfied with their interactions with your call centre. A low score indicates that customers are unhappy and may take their business elsewhere. The goal is to have a high CSAT score so that you can retain as many customers as possible.

Net promoter score (NPS) measures how likely customers are to recommend your business to others. This is a trademarked score and accurately measures how much your customers love your brand.

If your NPS score is high, customers will recommend your business to others, which could lead to more business for you. In contrast, a low NPS score indicates that customers wouldn’t refer your business, which may affect sales.

The goal is to increase your NPS score to grow your business.

These four metrics—average handle time, first call resolution rate, customer satisfaction score, and Net Promoter Score—are critical indicators of how well your inbound call centre strategy is performing. By tracking these essential metrics, you’ll be able to work with your call answering service provider to make necessary adjustments to improve the performance of your agents.

On Call Centre has professionally trained agents who can meet the high standards required to elevate your business above the competition. Get in touch for a free consultation today.

At On Call Centre , we deliver exceptional customer support 24 hours a day, seven days a week, 365 days a year—sometimes 366. On Call Centre has been providing tailored, fluently French/English bilingual answering services and call centre services to small business owners (professionals, trades) and customer support departments (government, high tech, property management, healthcare, emergency clients) serving Ottawa , Montreal and Toronto —and all over Canada —for almost 50 years.