vCall centers are the epicenter of any large business with customer service call lines. Whether inbound or outbound calls, there will always be a huge volume of calls to deal with. Of course, the more calls you deal with daily, the more “likely” you are to get a sale, right? Well, this article is looking at Call Center Quality Vs Quantity. What if we told you that there is a huge difference between call center quality and quantity?
Call Center Quality Vs QuantityThe truth is that the difference is so large that if you increase your quality, your quantity can drop significantly, and you still get the same results. Productivity and efficiency are the main goals that all call centers strive for, and the only way to do that properly is to separate quality and quantity.
Call Center Quantity In Customer ServiceWe all know what call center quantity is: Call volume that we measure in time increments of hourly, daily, every fifteen minutes, etc. The choice of how often to monitor your call volume is up to you. However, as we said in this blog post’s opening, call quantity is one of the call centers’ main focuses. There is a lot to be said for call quantity, though. You can gauge and improve on many metrics when you understand how many calls you can handle and how many you need to. For example, one of the most significant ways to understand your call center efficiency through volume is the cost per call.
Cost Per CallThe cost per call is a relatively simple formula that you can do, providing you some valuable insight into how you can expand your team and capabilities. As with most metrics, you will need to spend some time analyzing your customer service team and their performance. It would help if you were looking for the following:
- Average pay per hour
- Average call volume per hour
- The average pay is $12 per hour.
- An average of 16 calls per hour.
Call Center OccupancyCall center occupancy is another major metric that you need to look for. That is how well you plan the number of staff you have in work to the call volume you have in place. For example, if you have 1,000 hours of call time in a week and 1,000 hours of human resources (25 agents at 40 hours per week), you run at 100% occupancy. While that may sound like the perfect ratio to aim for, it might not be. In terms of quality, with 100% occupancy, you are pushing your workforce to the limit every single day. That will lead to higher attrition rates, both voluntary because they are pushed too hard and involuntary as you see failings in people who cannot keep up. Keeping your occupancy around 70-80% gives them time to interact with the other employees and lets them recuperate between difficult calls to maintain focus on the next.
Call Time MetricsThere are other metrics that you need to consider when you are thinking about call time and quantity. They are:
- Average Handle Time (AHT) – The sum of ATT + ACC.
- Average Talk Time (ATT) – The average time that a customer representative talks to a customer.
- After Call Work (ACW) – The average time spent on a customer call after the call has ended.
- If you have one person who spends 300 seconds on a call and then 30 seconds filling in forms, they have an AHT of 330 seconds.
- Another customer service rep spends 240 seconds on a call but takes 90 seconds to fill in forms and complete the call; their AHT is 330 seconds.
Call Center QualityCall center quality aims the focus on two of the three key points above. Although there is a lot more to quality assurance than that, we will look at how quality can affect those points.
AHT QualityAs you saw with the call time metrics, you will need systems to monitor them before adjusting the AHT to match customer satisfaction. There are many ways to reduce Average Handling Time, and that is one of the main goals, along with first call resolution, which directly affects AHT in the long-run. Quality and AHT may not seem to fit together too well. However, the quality of AHT can improve by understanding why the customer service team takes time. The success rate of calls and the system that they follow directly relate to handling time quality. Some of the best ways to improve the quality of AHT are:
- 100% Call evaluation.
- Target coaching and personal development through proper training.
- Goal setting and tracking.
- Better processes and workflows.
- Knowledge base training