KPI stands for Key Performance Indicator and it is a metric that you establish to measure a certain aspect of success. In this case, the KPIs will describe call center performance metrics.
Why are KPIs and metrics important?
KPIs are important because they assign a numerical value to objectively measure performance. Management and other stakeholders can use the call center metrics to objectively measure performance. Based on current and past performance, goals can be assigned. Managers can make important decisions to design plans to improve or maintain performance. The plans can then be evaluated after their implementation using the same KPIs and metrics.
What Are the Top Healthcare Call Center Metrics and KPIs to Track?
1. Agent Turnover Rate
Recruitment and training of agents are generally more expensive than retaining experienced agents. The agent turnover rate is a call center metric that measures the percentage of agents who abandon their position. If this metric is high, it will negatively impact customer satisfaction and overall team morale.
2. Percentage of Calls Blocked
If a patient calls a healthcare call center and receives a busy tone, this is considered a blocked call. This KPI measures the percentage of calls that are blocked. A call is typically blocked when there are no agents available to answer and all of the virtual waiting rooms are filled. Learning how to track a call to return a previously blocked call can help turn this metric around.
3. Average Waiting Time
This is a KPI that should be kept as small as possible, it measures the average wait time a patient spends on the phone before speaking to an agent. This indicator will help management determine how to schedule agents and the optimal number of agents to maintain on staff. If patients are kept waiting for too long, customer satisfaction will be negatively impacted.
4. Average Handle Time
This KPI measures the average amount of time an agent spends on the call helping the patient. This KPI does not necessarily have to be as short as possible as it will depend on the objective of the call. This KPI is related to caller satisfaction but is also used to determine staff performance and the number of callers needed to fulfill the call center’s demand.
5. Occupancy Rate
This rate measures the workload vs. capability of the agents. For example, if an agent spends an average of 20 hours per 40-hour workweek on live calls or completing the work derived from the calls, the occupancy rate would be 50%. Call center managers should generally aim for an occupancy rate that is as close to 100% as possible without overwhelming the agents.
6. Customer Satisfaction
All KPIs ultimately lead to this global KPI which measures the ultimate goal of making customers happy with the work of the call center. This metric is typically determined by surveying a sample of customers to determine how satisfied or unsatisfied they were by the work of the call center in terms of effectiveness and efficiency.
For more information on improving your healthcare call center metrics, read the following: What Can Hospital Call Center Best Practices Tell You About Its Quality?