Being able to set up the right KPIs will help you monitor the success of your overall contact center operations.
Excellent customer service is what converts possible leads into sales, it is also what makes a loyal customer base. This is why you should always strive for better ways you can improve your contact center operations. One good way of assessing whether you are meeting all your objectives and target goals is by setting up your own contact center KPIs.
What are contact center Key Performance Indicators (KPIs)?
Every contact center has its own Key Performance Indicators (KPIs) to help them track and measure the success of their operations. Aside from feedback, QA, and insights that can be incurred through call logs and other meta-data, there are other areas that you need to measure.
Your contact center’s key performance indicators should be able to identify and evaluate quality and performance of your daily operations. It is a known fact that a typical contact center has several communication channels to cater to their customers.
Whether you are utilizing the web, email, SMS, or IVR, you need to measure each channel to assess your effectiveness.
What areas should you focus on in measuring your contact center’s KPIs?
Setting up the correct key performance indicators allows you to check whether you are able to meet your customers demands effectively.
In this article, we will be discussing the five key performance indicators you should focus on to help you enhance your overall contact center experience:
Customer Satisfaction (CSAT)
A Customer Satisfaction (CSAT) helps you determine how satisfied your customers are with your customer service. Your agents can easily acquire a CSAT score by simply asking customers to rate their experience at the end of every interaction.
This helps you determine which areas your services have to improve on, your customers lifecycle, as well as customer behaviour.
Average response time
This KPI will determine your contact center representatives efficiency. It is a key indicator of your customers’ wait time. If your average response time is too high, that only means your customers spend more time waiting to be attended to.
This may also mean that you might need to do some upgrades on your tools and software, or that you may need more manpower to cater to your customers.
First call resolution
First Call Resolution (FCR) refers to the percentage of inbound calls that your agents have resolved on the first attempt of the customers. It can also be in the form of a chat session.
If your agents have a high FCR score, they should perhaps undergo more training and coaching to improve their customer service engagement.
Average handle time
An Average Handle Time (AHT) measures the total amount of time your agents spend in resolving each call, as well as their hold time. Normally, it should be kept as low average. However, if it is too low, it can also mean that your agents may be rushing their calls.
Abandonment rate
There are a lot of possible reasons why your customers are abandoning their calls. It can be because of too much waiting time, inefficient agent, or poor customer service. Whatever the reason is, it only means that a high abandonment rate means frustrated and unhappy customers.
There are other KPIs that you can incorporate into your contact center such as – phone etiquette, adherence to proper procedures, professionalism, and more.
Take note that being able to set up the right KPIs will help you monitor the success of your overall contact center operations.
