Key Metrics to Track for Evaluating Call Routing Performance in Recruiting Agencies

Posted In | CRM | Help Desk | Calling Solution | Staffing & Recruiting Firms

Call routing performance is a critical element in the operational effectiveness of a recruiting agency. The ability to efficiently manage inbound and outbound calls directly impacts client satisfaction, candidate engagement, and overall productivity. But how can you measure the success of your call routing system? Here are some key metrics that can help you evaluate your call routing performance.

 

Call Abandonment Rate

Call abandonment rate is the percentage of incoming calls that hang up before they are answered. A high call abandonment rate could indicate that calls are not being routed efficiently, causing long wait times and frustrated callers. This metric can be calculated by dividing the number of abandoned calls by the total number of incoming calls.

 

First Call Resolution (FCR)

First Call Resolution is the percentage of calls where the caller's issue is resolved in a single interaction. A high FCR indicates efficient routing to the appropriate agent or department that can address the caller's needs. To calculate this metric, divide the number of calls resolved on the first interaction by the total number of calls.

 

Average Handle Time (AHT)

Average Handle Time is the average amount of time an agent spends handling a call, including talk time and after-call work. An excessively high AHT could indicate that calls are being routed to agents who are not equipped to deal with the caller's issue efficiently. To calculate AHT, add total talk time and total after-call work time, then divide by the total number of calls.

 

Service Level

Service level is the percentage of calls answered within a specified time threshold. It is a measure of the efficiency and speed of your call routing system. A good service level is essential for maintaining customer satisfaction and loyalty. To calculate service level, divide the number of calls answered within the threshold by the total number of calls, and multiply by 100 to get a percentage.

 

Call Transfer Rate

Call Transfer Rate is the percentage of calls that are transferred from one agent to another. A high transfer rate can indicate inefficiencies in your call routing system, as it suggests that calls are not being initially routed to the right agent. Calculate this metric by dividing the number of transferred calls by the total number of calls.

 

Tracking these metrics can provide valuable insights into the performance of your call routing system. By regularly monitoring and analysing these figures, recruiting agencies can identify areas of improvement, streamline their call routing process, and ultimately enhance the service they provide to their clients and candidates.