How Custom Metrics Drive Targeted Coaching in Modern Call Centres
When it comes to improving call centre performance, coaching is one of the most effective ways to achieve better results. In fact, 67% of employees who received workplace coaching reported enhanced productivity.
However, consistently improving agent performance is becoming increasingly challenging as call centres operate in increasingly faster-paced, high-intensity environments.
Although tracking KPIs helps measure output, the best way to improve call centre performance is by understanding and measuring the right metrics – the ones that bring value by driving behaviour and outcomes.
In doing so, leaders, managers, or quality assurance (QA) teams can deliver meaningful and targeted coaching to individuals and teams to ensure continuous improvement and career development.
In this blog, we’ll explain what call metrics are, how they can be used to improve coaching in call centres, and how AI-powered tools like Sense can help call centre teams achieve real results.
What Are Call Centre Metrics?
Call centre metrics are quantitative data points that score the performance and quality of individual customer calls taken by agents.
Sense is our AI-programmed call centre tool; it evaluates the quality of every call in real time using customised metrics you’ve designed to suit your business needs.
With Sense, metrics are scored from 0-100%, and you can track data such as:
Call volumes
Average durations
Average call scores
Specific audio events, e.g., laughter, shouting
Compliance scores
Customer experience scores (CXS)
Client behaviour analysis
Sentiment analysis
After each call, Sense will provide both detailed and summarised feedback along with actionable insights to boost productivity and performance.
The Evolution of Call Centre Performance Metrics
While traditional metrics like call volume and conversion rate are important, they don’t provide a full picture of the customer’s experience; they don’t reveal how the agent performed and whether specific behaviour led to success or no conversion. And that’s why AI-powered metrics are becoming crucial in call centres.
AI-driven call centre performance metrics enable managers to access data that wouldn’t be available to them unless they sat in on each call. Tools like Sense provide insight into metrics that can be used to help agents improve their methods, resulting in better performance.
How Custom Metrics Drive Targeted Coaching
But how exactly do custom performance metrics help with coaching in a call centre? Well, the predetermined metrics you choose to measure within Sense provide coaching opportunities that would ultimately be missed with traditional metrics.
When utilising Sense, managers and QA teams can improve call centre performance by carrying out the following steps:
Identify the behaviours and actions linked to customer satisfaction and conversions
Create and track custom metrics based on these findings
Use real-time dashboards to discover coaching and development opportunities
To implement these custom metrics effectively, managers or QA teams will first need to decide what metrics align with their business goals and what data they think is needed in order to support their agents better.
Once defined, Sense will automatically analyse and centralise these metrics into a bespoke dashboard which holds the information of every call handled, allowing managers and QA teams to access 100% of calls as opposed to the average 1% using traditional methods.
When you take into consideration that 40% of employees say inefficient processes are slowing their work, it’s clear to see how AI tools like custom metrics are game-changers for workplaces.
With these insights, agents gain better accessibility to career progression and performance improvement opportunities. Not only that, they are provided with tailored support based on the calls they handle.
This means resources are better allocated, helping to improve productivity, reduce costs, and boost employee morale.
How We Can Help
In short, custom call centre metrics are the most effective way to improve agent performance.
AI-powered tools like Sense allow teams to work smarter, not harder, making them a valuable asset to any call centre, as they allow teams to focus on what really matters: coaching, developing agents, and driving customer excellence through meaningful, data-backed insights.
Ready to see the difference Sense can make?
Book a demo today and discover how SystemsX can help your managers and QA teams redefine performance and coaching in your call centre.
