In the call center of today, performance metrics come in all shapes and sizes. It seems like there is a measurement for everything: Call Agent productivity, system uptime, call volume, close rate, sales per hour, talk time percentage, the list goes on…
If you’re responsible for the efficiency and productivity of a call center, you know this all too well. With as many ways as there are to interpret the Key Performance Metrics of your call center, a question often arises:
How much does having high call connection rates matter?
At MyCallCloud, we’ve made it our purpose to assist our clients and partners to better understand what impacts call center productivity the most, and as it turns out, completed call connection rates matter a lot more than you may think. In this article, we’re explaining why. These are the top four reasons why connection rate matters in the call center.
Reason #1: Call completions are directly tied to connection rate.
For many outbound call centers in particular, completed calls are tracked very closely. After all, completed calls are the lifeblood of outbound efforts, and it’s impossible to complete a call that cannot be first connected.
To improve the rate at which the call agents are completing calls, shift the focus to improving your contact center software connection rate, and watch as productivity soars.
Reason #2: Agent utilization rate is severely impacted by Call Drop Rate, which hinges on connectivity.
As the Call Drop Rate goes up or ASR goes down, agent utilization goes down. It’s an inverse relationship that has been a part of call center operations management for decades. Most call center managers don’t think to investigate the root cause of why so many calls are dropping, when the culprit might be with the way in which the calls are connecting in the first place.
It’s been established that using a multi-carrier, a robust dialing plan, and a well planned calling strategy is what makes the difference.
Reason #3: Factors that contribute to Connection Rate issues often impact other KPIs.
When a call center manager notices a drop in completed calls, action should be taken to determine what is behind these issues.
Why? Because the factors that affect connection rates could also be causing problems elsewhere in the call center (things like call quality, call center software functionality, and agent performance).
Reason #4: High Call Connection Rates are what separates the ‘good’ call center software from the ‘best’ call center software.
At MyCallCloud, we’ve seen all the gimmicks and tricks that are used to try to sell call center operations software. The bottom line is that the best call center software on the market should be able to optimize the connection rate and consistently perform in a way that results in the highest amount of completed calls across your call center.
If your current call center software does not manage high call connection rates, then it’s time for a change. MyCallCloud solutions marry the ideal cloud-based call connection technology with best-in-class telecom practices. MyCallCloud provides best-in-breed software solutions to meet the most impactful call center or contact center goals.
To learn more about how the nerds at MyCallCloud help our clients succeed with customized, state-of-the-art call center software, contact us today.