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With so many metrics used within the contact center industry, one should stop and think, which are actually the most important ones.
Not only considering efficiency but actual accuracy and usability in such a complex environment as a multi-lingual contact center.
We at OpsTalent asked our team and project managers what metrics do they consider to be crucial for a long lasting success.
1. Quality Scores
This “little” metric is by far, the most important metric used within the walls of a multi-lingual contact center.
Quality scores provide the managers with the ability to look at the caller experience as well as conversation that agents are using on their calls.
You can track an overall score of how a contact center is going or break it down and go down to scores for each individual contact center agent. By default the sample data the scores are based on is between five to ten calls per agent a month.
2. First Call Resolution (FCR)
Some of our readers might also know this metric as “Best Contact Resolution”, this common metric takes into account how many contact attempts has the customer had before the problem at hand was successful resolved. This metric enables the contact center managers to see the quality of service from the customer point of view.
That said, despite being crucial it’s quite difficult to measure accurately and tends to be quite subjective. Don’t obsess about it.
3. Customer Satisfaction
Some consider this old favourite a bit “out of touch” with the environment modern multi-channel contact centers operate in, but it can be carried out easily , with a post call IVR survey, or a follow-up email survey.
Keep in mind that some customers do find surveys themselves to be annoying, especially the Y generation – be clear and make the survey optional.
4. Service Level
One of the first metrics and quite simple to boot, it looks at the percentage of calls that are answered within a set amount of time. On average it seems to be 80% of calls answered within 20 seconds and 95% of calls answered within 15 seconds – if it falls short, get coaching!
5. Average Handling Time
Simple measure of efficiency, and for many years has been the most widespread contact center metric. It includes such factors as talk time, on-hold time as well as wrap-up time.
Considering the fact that this metric only took efficiency into account, and that the whole contact center industry shifted towards a more customer centric approach, it recieved some bad press.
The most common complaint is that the metric encourages agents to rush the customer, without resolving his issues or providing him with exceptional customer experience.
But, in the end it’s not metrics that run the contact center, it’s people.