To quantify productivity, every business uses a set of key metrics that track the performance of various business processes. Below are some of the Key Performance Indicators (KPIs) for measuring the productivity of contact centers:
- First Call Resolution (FCR) Rate: This productivity metric shows how many customer requests were solved during the first contact. It is good to keep it over 70-75%.
- Average Speed of Answer (ASA): Historically, customers do not like wait times of more than two minutes before hanging up. So, it is ideal to minimize the ASA by quickly moving the call queues before the customer abandons the call.
- Abandon Call Rate (ACR): ACR is the number of calls that the customers ended before an agent could answer. A high ACR can be addressed by changing the dialing software or expanding the team to share the workload.
- Percentage of Call Transfers: This metric shows the number of calls that had been transferred by the agents to their colleagues. In situations where the call transfer percentage is high, it can highly affect customer satisfaction. Therefore, it is recommended to either provide the agents with the necessary training for them to be able to confidently handle the call without transferring or to rethink the call routing strategy altogether.
- Call Completion Rate: This key indicator reflects the real-time productivity of agents by showing the number of successful calls connected against those that failed. It is also possible to see the number of repeated calls (in case of connection failures or other reasons).
- Percentage of Repeat Calls: The percentage of repeat calls helps assess agents’ success rate in solving customer problems during the first contact itself.
- On-Hold Time: This KPI shows how long the customer had to wait on call for the agent to get back with a resolution.
- Customer Satisfaction Score (CSAT): The CSAT score shows the percentage of satisfied customers. It is one of the most straightforward metrics where the customer themselves rate their experience through a quick survey.
We may be looking at numbers, but these numbers essentially, mirror how well a business knows what a customer wants. Businesses may employ every trick in the book to increase their revenues but eventually, it comes down to aligning themselves to an approach where the customers are the top priority.
The solution to drive improvements in contact center performances is to include seamless cross-channel journeys, automation, AI-infused actions and suggestions, a smart knowledge base, data-driven insights, and the flexibility to scale as and when required. A unified solution in an AI-driven and cloud-based platform is the perfect tool.
Is there more we can add to this to tighten up this ending since we are cutting out the improving part?