How will you be able to understand the development and the performance of a contact center? Is it possible? Are the contact centers upto the mark? Are they giving customers the right information and platform for them to benefit?
Most of the contact centers have to carry out the primary communication by giving customers a satisfactory experience and delivering high and accurate performance, for them to achieve what they need.
The contact center is an important structure of the business world as it provides high performance-based outsourcing. If the firm or a business enterprise has a performance and competent call center for outsourcing, the firm has nothing to worry because the challenges will be won by the contact centers for the firm and provide profitability and massive productivity.
For high performance, contact centers have to follow some metrics, and we are talking about metrics that shouldn’t be ignored. The customer service metrics have to be always on the right track and participated for precise and excellent results, which lead to a greater performance in outsourcing.
Here there are 10 customer service metrics that should never be ignored and they are as follows:-
- THE CALL ABANDONING RATES
The call abandoning rate is one of the most important customer service metrics in a contact center. This abandoning rate shows how much time the customer has disconnected before getting the call connected to the agent. If this rate of call abandoning is high, the customer tends to change their trust and positive thinking about that firm and starts moving loyalty to competitors.
- PRIME CALL RESOLUTION
This metric is important because prime call resolution is the start of satisfactory outsourcing. It helps in measuring the sum of calls that have been directed. The issues that the customers face are solved at the prime calls. If PCS has a good graph, it means that the contact center has been providing high performance for customer satisfaction.
- CALLING FACTOR
The calling factor is a metric that shows giving quality calls to the customer is vital. Giving or showing call quality is to see whether the conversations that the customers and executives have is heading towards the right track as in the agenda.
- CALL JAMS OR BLOCKS
This is a metric that shows the number of calls that got unanswered and a number of calls that got blocked. This helps to understand where the contact centre is losing its potential and also helps in enhancing the contact center to give high and better performance.
- BENEFIT LEVEL OR SERVICE LEVEL
This metric is one of the most important ones because it helps in measuring the level of service that has been provided by the contact center to the customer. By understanding the level of service, benefits, and the satisfaction receivd by the customer, it’s easy to understand where the contact center is positioned, and also helps in improving the performance.
- ASSISTANTS HANDLING TIME
This is one of the crucial customer service metrics that directly helps to moderate the performance of the contact center. This assistance helps in improving the information that has been shared efficiently over the process. This can also help in measuring or understanding how much time will it take to handle a call.
- SCHEDULED ATTACHMENT
This is another metric that helps to understand whether the agents in the contact center are working effectively and efficiently. This metric helps to understand whether the agents are following the task that is assigned to them.
- TIME IN THE HOLD
This metric refers to the sum amount of times that have been consumed or spent by the customer holding in the call waiting for the agent to pick up. If by chance the holding time period exceeds, the customer service operations will be fluctuating and degrading.
- SATISFACTION OF CUSTOMERS
The satisfaction of the customer is a metric that allows you to understand the ways that the customer’s benefit and the satisfactory experiences that the contact center has provided.
- AGENT OWNERSHIP RATE OR AGENT OCCUPANCY RATE
This is a metric that helps you to understand the productivity that has been provided by the contact centre agent. Agent Ownership Rate is time taken by an agent to direct the call and is directly proportional to the time that the agent has spent waiting for a call. If the rate of occupancy can be lowered the agent can bring more productivity and also it helps in getting the agents more focused which directly or indirectly helps in accomplishing their tasks.