Call Center Analytics: What to Measure and How



Want to cut costs and boost customer satisfaction? Use analytics to improve agent performance. Book a tour to see how Call Center Outsourcing UK AI-powered platform helps you measure everything in your contact center!

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Robust contact center analytics with Call Center Outsourcing UK

🔹 General Call Analytics

Supervisors can track team performance, from missed calls to abandoned calls, all in real-time with Call Center Outsourcing UK.

🔹 Business Intelligence

Create customized reports with your contact center data to get deeper insights. Call Center Outsourcing UK offers powerful BI tools to design reports tailored to your business needs.

🔹 Heatmaps

View call volume patterns and average speed to answer through heatmaps. This helps managers spot busy days and schedule staff accordingly.

🔹Real-Time Transcriptions

Call Center Outsourcing UK’s AI technology transcribes calls in real-time, allowing supervisors to read live transcripts for context and decide if they need to intervene.

🔹 Live Sentiment Analysis

The AI analyzes call sentiment, helping managers quickly identify challenging conversations and take action when needed.

🔹 IVR Analytics

Easily customize call routing and IVR options in your dashboard, and use analytics to see which options callers use most, optimizing their experience.

What’s important in a call center analytics solution?

A superior call center analytics solution should offer capabilities for:

✅ Automating Processes and Data Collection

A good call center analytics solution automatically collects data from customer interactions and your tech stack, making performance management easier.

✅ Training and Coaching

Advanced analytics help identify areas where agents need more training and offer real-time coaching to improve customer interactions.

✅ Capturing Unsolicited Feedback

Customer interactions provide valuable feedback about their needs, preferences, and emotions.

What KPIs are most important in a call center analytics solution?

Of the hundreds of KPIs used to track performance, these are among the most important for most call centers.

First Call Resolution (FCR)

This tracks how often customer issues are resolved on the first call, showing agent effectiveness.

Average Handle Time (AHT)

This measures the average time agents take to complete a call, including talk time, hold time, and after-call work. It reflects efficiency and agent training.

Average Speed of Answer (ASA)

This measures the average wait time for customers before speaking with an agent. High wait times may indicate staffing or efficiency issues.

Transfer Rates

This tracks how often calls need to be transferred to another agent or supervisor. High rates suggest training or routing problems.

Abandoned Call Rates

This shows the percentage of callers who hang up before speaking to an agent. High rates may point to staffing or call handling issues.

Customer Satisfaction (CSAT)

This measures how happy customers are with their call center experience.



 

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As the industry’s most comprehensive platform for analyzing customer interactions at scale, Call Center Outsourcing UK delivers the intelligence that helps call center managers to make better business decisions. 

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