Get a more efficient PBX by measuring these 7 KPIs

Keeping track of how your PBX system performs can enhance customer satisfaction and the efficiency and profitability of your support. For everyone with a cloud-based PBX, it’s easy to measure the performance directly in the app. Here are the seven KPIs we believe are the most important to measure!

How much time do you have to spend in queue? 

Being on hold, waiting to get in touch with the right person can easily lead to frustration, hence creating a negative customer experience. Therefore, this is one of the most important parts to review. Your customers will obviously have to wait at times, but it is nonetheless important to make the experience as painless as possible for them.

Solution: Talk to the support staff and see if you can change how they communicate with customers and handle their problems. Would you be able to implement solutions that facilitate the support staff? Let’s say you integrate your PBX with your CRM. This will most certainly reduce support time since the support staff will then have easier access to the information and previous matters of the customer who calls.   

Read more about how to increase customer satisfaction in your cloud-based PBX here.

How many of the calls get blocked in the PBX system? 

How many calls get blocked (a caller hears a busy signal) will depend on how the PBX system is organised. This could be because no one can answer at the moment, or because the support staff takes too long to answer each call.

Solution: You can either increase the number of people working in the support team with more than one PBX or find a way to get your existing staff to work more efficiently. Another solution is using an IVR to let the caller know why they’re busy and connect them to someone else, or ask them to hold.

How many hang up the phone?

If your customers choose to hang up because the time spent in the queue becomes unbearable, it can seriously damage how they perceive the company. 

Solution: Study approximately how long it takes for a caller to hang up. Then look into what can be improved within the support team to reduce that number.  

How quickly does your support team answer the phone? 

This is a great way to see how efficient the support staff is. Nobody wants to wait at all, but if you’re forced to wait, you want someone to pick up as quickly as possible. 

Solution: Again, this is about looking at how long customers usually have to wait to get through, and then looking at whether the process can be streamlined in any way.

How long does each case take? 

How long a member of the support team spends on each customer is one of the most critical pieces to consider. Reducing time-to-resolution is vital for many support teams.

Solution: Compare similar cases with each other. See if there are any methods some employees are using that can be implemented or inspire the rest of the support team.

What do the routines look like after a call?

Finally, here it is necessary to review how long it takes for the support team to record the call, and afterward take care of the digital paperwork. 

Solution: Here, you can save valuable time through an optimised system for the PBX. As we mentioned earlier, there are many benefits of integrating your PBX system with your CRM. Then the information ends up directly on the client’s customer card, so no time is wasted after a call!

Was the case solved at the first attempt? 

Reviewing whether or not the customer who called in solved their problem is also an important indicator. If the customer needs to call back several times afterward, it may imply that the offered help was insufficient, although it can, of course, have other causes as well.

Solution: Firstly, investigate how efficient the problem-solving was, and then see if the problem lies elsewhere.



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