QUANTITATIVE AND QUANTITAVIVE ANALYSIS METHODS

Call Center Agent Performance Metrics & Tools are divided into qualitative and quantitative
categories. Taken together, they form a complete picture of the call center’s day-to-day
performance – what’s going right, and what needs attention. It is critical for a call center to
establish specific performance goals, and manage both qualitative and quantitative performance.

Qualitative Metrics: Qualitative call center agent performance metrics are those that focus on
how call center personnel interact with customers. These include the agent’s knowledge of the
company and its products and services, their adherence to call scripts from greeting to closing,
resolving issues with one call, and overall communication skills and courtesy. Lapses in any of
these areas can result in frustrated customers and lost sales. See how a call recording system can
help you with qualitative call analysis.

Below are the two types of data that can help measure call center effectiveness:

Qualitative data
This type of data is not a numerical measurement. Rather, it approximates or characterizes an
interaction, occurrence or event and is descriptive in nature. Examples of qualitative data include:
 The tone of a customer’s voice
 An agent’s use of words to describe their company’s product to a prospect
 Excerpts from customer surveys
 Verbal feedback callers provide to agents
 Key phrases from call and chat transcripts
 Caller opinions acquired from listening to live and recorded calls
Managers can leverage qualitative data to gain insight into customer satisfaction level, call center
efficiencies and agent shortcomings. For example, they can use this data to better understand why
a call was escalated to a manager; why an interaction spanned across several different service
channels (i.e. phone, email, live chat); or why a caller was not satisfied with a specific
product/solution or the overall quality of service provided. As such, this type of data can be used
to identify issues so that teams can work to resolve them in an efficient manner.

Quantitative Metrics: Quantitative call center agent performance metrics can be used to assess a
call center agent’s skills through such performance indicators as average call handle time, schedule
adherence, conversion rate, transfer rate and on-hold rate. See how a performance management
software can help you view and analyze quantitative data in real-time.

Quantitative data
This type of data can be numerically measured and monitored both in real-time and historically.
Examples of quantitative data within the call center include customer satisfaction, call quality,
First Call Resolution (FCR), Average Time in Queue and After Call Work Time.
Call center managers can acquire quantitative data in a number of different ways. They can monitor
their call center metrics dashboard to view the service level of a team in real-time. They can
analyze historical data to approximate how much time agents spent completing After Call Work.
They can also use quantitative data to calculate FCR and make data-driven decisions accordingly.
Quantitative data should be readily available in the call center so that it can be used to fuel
important decisions.
In order to optimize the service your team provides customers, both quantitative and qualitative
data should be collected so that your team can make more informed decisions. To accomplish this,
leverage a call center software solution that effectively aggregates both types of data and displays
this data to all team members. It will provide your team with a comprehensive overview of
information that is most meaningful to them so that they can work to optimize their performance
when interacting with customers.

The Tools You Need to Succeed: The information necessary to track and manage all of these
metrics and agent performance can be found through workforce management, call recording, call
scoring and quality monitoring. Call recording data provides insight into the skills of individual
agents, adherence to best practices and overall quality of performance. Scoring calls requires the
establishment of quality standards, and a means to gauge how well they are being met.
Performance management, based on a sound plan, relies upon forecasting, scheduling, cost and
adherence metrics that allow managers to monitor progress and make adjustments as needed to
further enhance customer service. Combining all these capabilities in a unified workforce
optimization solution, including workforce management, call recording, quality assurance and
performance management, lets you combine qualitative and quantitative agent performance
metrics into one view, providing you knew call center insights that you did not have before.