Integrating a VoIp hub such as Aircall within enterprise software is critical to growing and improving team performance. But how can you monitor your progress? By identifying essential KPIs to measure at both the individual and team level!
KPIs are key metrics that are used to keep abreast of the company's performance and the degree to which it is achieving its goals.
Continue reading the article to learn about the metrics that Aircall VoIp PBX allows you to track and how to leverage them to improve your team's performance.
In order to guide employees and have a vision on the achievement of goals you all it is important to set clear KPIs from the outset. There are four main types of KPIs:
Implementing the right KPIs in all areas of the business help optimize and manage the customer experience, starting with potential leads and through each stage of the acquisition journey.
KPIs succeed in answering the questions:
Aircall's VoIp switchboard offers numerous monitoring options to measure productivity for individual agents and for your team as a whole.
Let's analyze some KPIs that through Aircall can be monitored to maximize performance and improve customer satisfaction. Crucial will be setting goals for support teams, sales teams, and customer service teams to achieve.
These data provide valuable information on how to improve training and onboarding materials and help you provide specific feedback and information to individual team members.
If you plan to monitor KPIs for an inbound call center, there are some classic metrics to keep in mind. You can use these KPIs to record internal processes and productivity.
KPI to determine the time spent by each employee with customers. The higher the percentage, the greater the likelihood that the caller had a satisfactory experience, with agents taking the time to carefully answer questions, providing quality support.
With this data, the company can assess whether more internal resources are needed to support customers on a particular product or whether it needs to refine the service.
To make important business decisions, such as whether or not to expand a team, it is important to know how many calls are answered in a given time period.
Fundamental is to monitor the average wait time for response, a parameter that can significantly affect the user experience. The shorter the wait time, the happier the customer will be who can then receive a response in less time. If excessive wait times are encountered, even leading to missed calls, it could mean that more staff is needed or that agents are unable to help customers quickly enough.
Aircall also monitors the performance of the sales team. In this case, KPIs will focus less on average wait times and more on call volume and individual performance monitoring.
Measures the amount of phone conversations needed to close a deal. A clear view of conversion rate is critical when it comes to improving sales workflows.
For sales, it is also critical to pay attention to the average call duration time. There is no right or wrong metric for this figure here; however, it is important to make sure that any low minute length of the conversation does not get in the way of closing a deal.
Of the things to avoid when selling, among the most important are missing calls from potential buyers due to waiting too long.
With this metric, you can ensure that you are always one step ahead and consequently save time and money.
Measuring KPIs related to customer service is critical to maintaining long-term customer relationships and having a base from which to try new upsell strategies. Aircall helps you quickly measure, monitor, and improve customer satisfaction and experience.
Measuring how quickly a problem is solved is critical to measuring customer satisfaction. Being able to resolve any situation quickly should be your agents' top priority.
This KPI can give you an idea of how quickly the team is responding to incoming calls and, as a result, improve overall efficiency.
This last KPI instead records the number of repeat calls from a single customer. Typically, the same customer repeatedly contacts your center when they have serious or unresolved problems.
Want to improve your internal processes by setting and measuring clear KPIs right out of the box? Switch to Aircall!
Power2Cloud is Gold Partner Aircall, among the most important in Europe, and has all the experience to support you in implementing, customizing and setting up this powerful solution. We'll guide you in integrating with other business software you currently use, for frictionless working: thanks to more than 100 native integrations and public APIs, Aircall can be connected with numerous tools such as HubSpot for CRM, Shopify for eCommerce, and Zendesk for the help desk.
Want to learn more about Aircall? Join our Better Together event on Sept. 20 at the MAVV (Museum of Art, Vine and Wine) at the Palace of Portici, we will explore the benefits of the tool and the potential of integration with HubSpot. An opportunity for those who wish to learn about the benefits of an integrated ecosystem.