Call Routing Metrics Every Advertising Agency Should Monitor

Posted In | CRM | Help Desk | Calling Solution | Advertising, Design & Marketing Agencies

As an advertising agency, it’s crucial that you understand the importance of call routing metrics. They can provide insightful data about your advertising campaigns and help you make strategic decisions to improve your business. If you’re not monitoring these metrics, you could be missing out on valuable information that could significantly enhance your operations. This article highlights some of the most critical call routing metrics that every advertising agency should monitor.

 

1. Call Volume

Call volume refers to the total number of calls received within a specified period. Tracking this metric will help you identify peak call times, allowing you to adjust your staffing levels accordingly. It also provides an indicator of the effectiveness of your advertising campaigns; a higher call volume could suggest a successful campaign.

 

2. Call Duration

Call duration measures the length of time spent on each call. This metric can help you assess the quality of your customer service and your team's efficiency. Longer calls may indicate that issues are being resolved, while shorter calls may suggest that customer queries are not being fully addressed.

 

3. First Call Resolution (FCR)

First Call Resolution refers to the percentage of calls that are resolved on the first attempt, without the need for a follow-up. A high FCR rate could suggest that your customer service is effective, while a low rate may indicate the need for improved training or processes.

 

4. Abandoned Call Rate

The abandoned call rate is the percentage of inbound calls that are disconnected before speaking to an agent. A high abandoned call rate can be a sign of poor customer service or insufficient staffing. It is crucial to monitor this metric to avoid losing potential leads.

 

5. Call Conversion Rate

The call conversion rate is the percentage of calls that result in a conversion, such as a sale or appointment. This metric provides insight into the effectiveness of your call handling and can help you identify opportunities for improvement.

 

6. Average Time in Queue

The average time in queue measures the time a caller waits before being connected to an agent. Long waiting times can lead to customer dissatisfaction and increased call abandonment rates. Monitoring this metric can help you improve your staffing levels and call handling processes.

 

Monitoring these call routing metrics can provide invaluable insights into your business operations and the success of your advertising campaigns. They can help you identify areas for improvement, enhance customer service, and ultimately, drive your business growth. Therefore, every advertising agency should consider them as an integral part of their strategic planning.