![]() ![]() This is by no means a comprehensive list of all possible contact center KPIs but it illustrates the possibilities and complexities of choosing the right set of KPIs. Forecasting Accuracy - compares actual to projected volume to determine the effectiveness of a contact center's forecasting process.Agent Turnover Rate - measures how well contact centers are retaining their agents, which is critical in an industry plagued by high turnover.Quality Scores - analysts or supervisors evaluate contacts based on specific criteria, which produces an aggregate quality score for the contact center.Loyalty is often influenced by the quality of customer service provided by the contact center. Net Promoter Score© (NPS) – measures the loyalty of a company’s customers, usually on a scale of zero to ten, where zero is called a Detractor and ten is a Promoter.Customer Satisfaction (CSAT) Scores - typically measured by post-contact surveys, CSAT scores are a barometer of how customers feel about the service they received.In addition to these very operational KPIs, many contact centers also measure the quality of the service they deliver as well as the effectiveness of their internal processes. First Contact Resolution - the percent of contacts that were resolved on the initial contact, no follow up required.Average Handle Time - this is an efficiency metric that measures how much time, on average, agents are spending on each customer contact.Once the agent is handling the interaction, possible KPIs include: Note that's three potential KPIs before the contact even gets to an agent. Service Levels - another way to measure how quickly customers are being connected to agents, service level targets are expressed as a certain percentage of contacts answered within a certain amount of time for example, 80% of calls answered within 20 seconds.Average Speed of Answer - highly correlated to abandon rates, ASA measures how quickly customers are being connected to agents.Abandon Rates - measures how many contacts are being terminated by the customer before they are even connected with an agent.Typical contact center KPIs measure labor efficiency and workload management and can include: Contact centers have a multitude of possible KPIs - the challenge is picking the right ones to holistically measure the different aspects of the operation, while not creating data overload. A KPI, or key performance indicator, is a metric that contact centers use to determine if they're meeting business goals such as efficiency and delivering exceptional service. ![]()
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