Target Achievement Rate
We believe in setting up targets, which can be external or internal to gauge how our call center solution can effectively achieve business goals. We develop metrics and standards that complement your business and your product or services.
How do we calculate target achievement rate
Your targets with our precision!
while outsourcing your call center services, every businesses has set targets to achieve, KPIs to track and metrics to measure. When you trust ChatPandas for your customer service interactions, we make sure to achieve your targets with 90% precision! Our target achievement rate is calculated by the following metrics:
Operational Standard
Call center service level is a percentage of how well standards are met for customer service. Service level standards are measurable KPIs to measure service provided to customers within a specific time threshold. We measure average speed of answer (ASA) with which an agent answers the call keeping in count the call transfer rate and abandoned calls, and that’s how we calculate this metric.
Our standard service level is 80/20, which means answering 80% of calls in 20 seconds.
If your set given target of agent’s response is within 30 seconds, we mostly make it possible within 25 seconds. So our achievement rate is: 30/25 x 100 = 120%
Typically abandoned calls measn calls dropped within the first 10 seconds, but we try to keep it within the 5 second proximity.
AHT (Average Handle Time)
Adding your Average Talk Time with your After Call Work time describes the average handle time. Its calculation is
ATT+ACW = AHT
Another method is to add your total talk time with total hold time and total after-call tasks, and then divide by the number of total calls.
FCR (First Call Resolution)
To calculate FCR, we take the total number of queries resolved by the first touch point and divide them by the total number of cases handled by the agents and multiplied by 100 to get a percentage.
FCR is directly related to CSAT scores. The higher the CSAT scores, the higher the FCR. We try to meet this target by 80%.
Occupancy Rate
Occupancy rate refers to the time an agents spends dealing directly with the customers and waiting for calls. Low occupancy rate means an agent is not utilized to its full potential while high occupancy rate may mean the agent is overworked which can result in agent attrition.
It is calculated by:
Total Call Time / (Total Call Time+ Available Time)
Most call centers have an occupancy rate of 80%, however we meet it with 85% occupancy rate.
Cost Per Call
Cost per call amounts to both incoming and outgoing calls.
- To calculate the traditional cost per call, we take the agent’s wage and divide it by the average number of calls made by the agent during an hour.
Basic cost per call = Calls per Hour / Agent’s Hourly Wages
- The second method takes into account fully loaded cost per call which helps compare the performance of one call center with another. It can be calculated as:
Fully loaded cost per call = (Annual operating cost + Labour) / Total number of calls per year
Call Quality
We develop our own metrics to determine call quality standard which includes the manner in which agents respond to call, how effectively they communicated with the client and recognized their needs. We also include how they took the customer towards the resolution and if the call ended with the resolution of the query.
CSAT Rate
Customer satisfaction rate determines how satisfied a customer is with a customer interaction. CSAT scores are one of the most important call center metrics and we continuously calculate and improve them by working with our agents and encouraging them to improve their performance. We calculate them by direct surveys, feedback forms and web analysis.
We acSo our attainment rate is: 90/85 x 100 = 106%hieve a CSAT score of 90%, if we are asked to attain a rate of 85%.
Agent’s Productivity
We constantly measure agent productivity by measuring the total time an agent takes to get their work done. It can be any call center activity like answering calls, analyzing data, responding to tickets etc. Agent efficiency is directly linked to call center’s overall productivity.
We can calculate agent productivity by
Call Center Productivity = (Total Output / Total Input) x 100
We manage a standard agent productivity rate by 85%.
Average Sales per Agent
We closely monitor agent’s performance regarding the number of converted leads and closed sales according to the target they were given
If we are given the demand of an average sales per agent at 80%, we achieve it at 80% which makes our achievement rate as 100%.
How do we Optimize Target Achievement Rate
We constantly try to improve our already outstanding target achievement rate by taking the following steps:
- We make our ChatPandas practice into simulation which helps us monitor their performance and we encourage them to practice more so their performance is improved.
- We make posts regarding average sales per agent which encourages them to do better than their peers by fostering a culture of healthy competition.
- Our ChatPandas are rewarded consistently for their outstanding achievements which motivates them to do better. We recognize and appreciate high achievers!
- Our trainers are constantly updating the training manual and we encourage continuous ongoing floor training which train agents at the same time as they are performing their duties.
- With real time analytics, we display the data for all the agents to see so we can constantly review and improve it.