5 Contact Center Metrics You Should Be Measuring

As a contact center manager, growth and improvement are always on your radar. With all of the data available to you, it can be challenging to know which numbers are worth following and how they can be used to move the needle on any number of metrics. Here we’ve narrowed them down to the key measures that, when improved, can drive contact center success. Be sure to note the target goal associated with each metric. It’s important to have this squarely in view before you begin any improvement initiatives.

Customer Experience

Customer experience will soon be THE competitive differentiator, with consumers choosing products and services based on this factor over others like quality or price. What’s more, consumers are already signaling their willingness to pay more for a customer experience they enjoy. Since it’s obviously important, here are several ways you can measure the quality of your customer experience:

  • First Call Resolution: Are you resolving customer issues on the first call, ensuring satisfaction as quickly as possible without need for follow-up?
  • Average Wait Time: How long does it take for customers to connect with an agent who can address their needs?

Service Quality

Closely related to customer experience, service quality is the combination of:

  • Customer Satisfaction: How well are agents solving customer issues? This is usually measured through Customer Satisfaction Surveys sent to customers after an interaction
  • Call Service Level Attainment (SLA): What percent of calls are answered in a predetermined number of seconds?

Cost

One of the biggest benefits of outsourcing contact center services is the cost savings vs. an in-house operation. This is one of the most important metrics, and can be determined by measuring the following:

  • Per Call: How much is each call costing your contact center?
  • Agent Attrition: One of the biggest costs in a call center, this is important to track in order to reduce expenses.
  • Agent Absenteeism: Closely related to attrition, absenteeism can indicate the need to improve your workforce management.

Operational Efficiency

Closely related to cost, you should measure operational efficiency to ensure your realizing optimal ROI.

  • Average Handle Time: This is the total time that a customer spends from initial contact (whether phone, chat, etc.) to issue resolution. Similar to average wait time, average handle time includes wait time and time spent with an agent.
  • Call Wrap-Up Time: Once a customer issue is resolved, more often than not, an agent must spend some time entering notes or other tasks to close the issue.
  • Forecast Accuracy: Having the right number of agents at the right time is critical to operating efficiently. Regular call volume peaks and valleys are to be expected. The better you can predict these, the more efficient your call center will operate.

If you’re not clear on contact center metrics, whether how to measure them or what they mean, contact ASK for a free demo on how our analytics and reporting provides the information you need to accurately measure results.