Measure for Improvement
Our Southern Hospitality values include helpfulness, which means we take pride in serving others, whether it’s a neighbor in need, a co-worker stuck at home or a client with questions. It also means we make an extra effort to ensure your get optimal ROI from our services. One of the ways we do this is by providing key performance indicators (KPI’s).
Call center managers know that KPI’s are essential in order to:
Pull – and stay – head of the competition
Create loyal brand ambassadors with stellar customer experience
86% of customers quit doing business with a company because of a bad customer service experience.
— Business Insider
Read: 5 Contact Center Metrics You Should Be Measuring [link to blog]
By consistently monitoring KPI’s, contact centers can make more informed decisions that will have a measurable impact on performance. ASK works with each individual client to determine which KPI’s are most relevant to its success and paint the most accurate picture of current operations. We accurately measure the common contact center KPI’s listed below though the use of Automatic Call Distributor (ACD) phone systems:
Call Handling Time
How long does it take the agent to complete the call?
First Call Resolution
What percentage of calls can be resolved in a single call?
What percentage of calls have to be transferred to someone else to complete?
After Call Work Time
How much time does an agent spend after the completion of a call to finish the business from that call?
How much time does the agent keep the caller on hold during the call?
ASK quality monitoring uses human review as well as speech recognition software to capture vital customer feedback essential to the success of your business, including:
A rating of the agent's behavior or the call.
Knowledge and Professionalism
How well the agent knows the product or service being offered as well as the procedures to follow to resolve the caller's issue.
Adherence to Procedures
Did the agent follow the script or other procedures specified by the company?
To learn more about which metrics you should be measuring, contact us to schedule a FREE ASK demo.