Call Center Analytics

To evaluate your call center’s performance, it’s fundamental to consistently track and measure certain call metrics.

Call center analytics are derived from different aspects of cumulative call data sets to produce quantifiable trends, often displayed in visual graphs that are easy to interpret by the viewer. These data insights provide a solid grounding for a company's business, training, and investment decisions.

Call center analytics are vital to improving the efficiency, productivity, and optimization of any business that handles customers over the phone. The right call metrics will provide insights on how to streamline operational costs, lower customer churn, and enhance customer happiness.

Call center metrics quantify the impact and performance of agents, individually or as a team, making it easier to pinpoint areas of strategic improvement and training. They allow you to define and track core call center KPIs with actionable data, which is indispensable for staying in line with wider business goals, budgeting, and growth plans.

Robust and well presented analytics are undeniably an essential call center feature, and one to look out for when shopping around for call center software providers.

Modern call center software providers will offer an integrated analytics tool in their service package. The scope of the analytics available depends on the provider and your chosen subscription plan.

At Aircall, we distill your call data into beautifully presented, easily understandable, and actionable analytics.

Aircall’s integrated analytics tool pulls together all the aggregated details of your team’s calls to generate visual and interactive graphs that highlight fundamental call center KPIs and call trends. These call tracking metrics include:

- Call volume
- Call duration
- Call handling time
- Missed call rate
- Agent response time
- Caller wait time
- Percentage of callers leaving a voicemail
- Indications about most queried subjects (thanks to conversation tags)

These call metrics are available on the Advanced Analytics level, included in Aircall’s Professional Plan. Beyond this, the Analytics+ feature includes even more granular analyses for companies that need to really deep dive into their call data. Analytics+ offers access to stats such as percentage of missed inbound calls not called back, time data, percentage of calls answered within the SLA, average time the caller spent in the IVR, call transfer rate, etc. Click here to read more about the different layers of data analytics accessible by each subscription plan at Aircall.

With Aircall, the performance of your entire call center is managed through a single, intuitive interface, and custom filters are available so that you can home in on what’s important to you. Filter by teams, individuals, call tags left by your agents, date range, and more.

A step further in call center analytics is live data reporting. Aircall enables live feed monitoring to track trends in real time, as well as offer the possibility to export and download stats of interest.

The best call metrics to track depends on your business set up. Key call center metrics include:

First call resolution (FCR)
FCR defines whether the customer’s need was resolved on the first call, preferably in as little time as possible. Call centers with high first call resolution rates have lower operating costs and higher rates of customer satisfaction.

Average handle time (AHT)
AHT refers to the total average duration of a single interaction, including hold time, talk time, and any follow-up or associated admin tasks. A long average handle time will show which queries are slowing your team down. This call metric also helps forecast staffing needs - if you know your AHT and the number of tickets you typically receive, you can work out how many hours it will take to answer them.

Response time
A long response time (the time it takes for an agent to attend to a call) can indicate a staff shortage or a workload that is piling up too high, and is one of the main reasons customers hang up the phone and take their business elsewhere. It’s one of the easiest and most important call center KPIs to track.

Customer satisfaction
This call metric can be measured in numerous ways, one of the most reliable being through customer surveys or customer follow-ups.

Quality of customer interactions
Quality of customer interactions is a call center metric that is vital to your company's reputation. How are your agents conversing with your customers? Professional dialogue can be checked by monitoring live calls or listening to call recordings. As well as shining a light on how well-informed your agents are about your products and services, good (or bad) customer interactions are a direct reflection of the quality of your sales and customer support training.

Caller Load
Caller load is another important call center KPI when it comes to predicting (seasonal) staffing needs and deciding business hours. Caller load can be measured by consistently monitoring call volume during a set timeframe.