Contact center is a business’s backbone that facilitates first level interaction between the company and a customer. Here are a few important metrics which can help in gauging your contact center’s performance. #InterdialogUCCS #ContactCenterPerformance #CallCenterSoftware https://bit.ly/2FcbNYH

1. IMPORTANT METRICS
TO MEASURE UP YOUR
CONTACT CENTER’S
PERFORMANCE

2. A contact center is a business’s backbone that facilitates first level interaction between the
company and a customer. Being on the frontline, contact centers have to brave through
many challenges that accompany customer service.
In fact, many studies suggest that customer service affects brand loyalty considerably. A
contact center isn’t just about answering customer calls, it entails building and sustaining
customer relationships which are based on the foundation of superior service and adding
value.
But how do you establish a consistent performance standard for your company’s
contact center?
The answer lies in setting up metrics which can be used to measure performance and
impact.
Introduction

3. As high as 65% of the customers hang up the call while they wait for a
resolution and answer. The most common reasons behind this are
long waiting times, inefficient IVR systems and unnecessary hold
times.
This is an important metric which directly affects the contact center’s
performance and business reputation.
One method to reduce the number of abandoned calls is to prioritize
the caller on the basis of their category or provide an option for auto
callback to avoid the long wait time and abandon calls.
Abandon
Rate

4. FCR is a crucial part of managing customer relations in a contact
center.
It reflects the efficiency of the agent to resolve customer issues and
answer questions in the first call itself.
This particular metric contributes to customer loyalty and even a
business’s profitability.
FCR can be adequately measured while tracking agent performance.
When clear goals and conclusions are set, FCR automatically
improves.
First
Contact
Resolution

5. By far the most important metric is customer satisfaction score since this is
the ultimate goal of every contact center. Customer satisfaction and
happiness is equated with the business success and profitability.
When you are able to consistently track your contact center’s performance,
you get to know immediate areas of focus and attention. Understanding
certain metrics and having the right tools can enable you to provide the
best customer experience and accelerate the growth of your business.
Customer
Satisfaction
Score

6. Customer retention rate refers to the average percentage of existing
customers or users that have been retained or are still a part of a company’s
customer base within a stipulated time frame.
Retained customers form an important part of metrics that affect a contact
center’s performance. These metrics determine the capability of the contact
center to retain customers by delivering outstanding customer service.
A research study has revealed that increasing customer retention percentage
by just 5% can lead to an increase in profits from 25% to even 90%.
Customer
Retention
Rate

7. Cost, particularly cost per contact is referred to the expenditure that
is incurred on running a contact center. If we want to calculate the
cost per contact, we need to divide the total cost of operating the
business by the number of interactions handled in the contact center.
This metric enables us to determine what all channels are effective in
handling customer interactions. These channels include SMS, phone,
email, live chat, and social media networks. Integrating all channels to
a single platform bring in efficiency thereby reducing costs.
Cost
Factor

8. Contact Center Software with powerful features helps contact/call centers to improve
FCR, AHT, reduce abandon rates and bring in more efficiency in the system. Customer
retention rate and satisfaction score automatically goes up with enriched customer
engagement.
Want to know more about a call center software which can help you give better
customer experience to your clients, click here: Teckinfo Solution

9. Contact us
www.teckinfo.com
info@teckinfo.com
info@teckinfo.com
+91-11-49605588