As AI spreads its worth across contact centres worldwide, new KPIs and analytic tactics will no doubt emerge. But today’s success still hinges on the same thing it always has: Customer Satisfaction. It’s really the Mother-of-all-Metrics, with the other KPIs designed to help improve and/or contribute to greater customer satisfaction in one shape or form. Together, these four metrics will shed light on the data necessary to improve the performance of a 2020 Contact Centre.
#1: Customer Satisfaction
Your CSAT or customer satisfaction scores reveal how well your agents are performing when it comes to ultimately solving customers’ problems. It doesn’t matter how you arrive at your CSAT score; what matters is that it’s always at the top of the list when looking at the effectiveness of your contact centre!
#2: Agent Satisfaction
Measuring agent satisfaction (not just agent turnover) is as important a metric as measuring customer satisfaction. There is no doubt that happy and satisfied employees will positively influence the way in which they engage with and treat the customers. It’s no surprise that top organizations who provide the best customer experience also lead the way when it comes to employee engagement. In the last couple of years, more and more business leaders are focusing in on agent satisfaction as an inverse tactic to improve customer satisfaction rates.
#3: First Call Resolution Rate
The best way to win customer loyalty is by resolving their problem as quickly as possible. First call resolution rate (FCR) tracks the percentage of inquiries that are completely resolved without having to transfer, escalate, or return the call. It should be measured across all channels of service, to determine which is most effective at resolving issues in a single interaction.
#4: Service Level
Service level is another classic KPI that doesn’t usually get a lot of attention but it’s a crucial metric, particularly for inbound contact centres. Traditionally it measured the time taken to pick up a phone call, but in 2020 should be measured across all channels. It’s directly linked to customer service quality and can simply tell how accessible you are to your customers.
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iContact is a leading customer service BPO provider with specialist experience in the banking/financial services, insurance and medical, retail, telcos and hospitality sectors, both domestically and internationally.
We build our solutions around our client’s bespoke needs, delivering a professional service solution premised in our partnership approach to all that we do for our clients.
As part of the Alefbet Holdings Group, a Global Business Services powerhouse which employs 1200 full time employees across its various BPO businesses, we bring a professional and proven pedigree in the sectors we serve.
As a high-performance team, iContact brings cost-effective, quality solutions backed by leading edge technology and human engagements. Our ultimate goal is to deliver the very best in customer experience and first-time query resolution. Our clients can look forward to a proactive and innovative BPO partner in iContact, where exceptional customer service, innovation and perpetual improvement are entrenched philosophies.
iContact’s strategic locations, advanced business intelligence tools, data analytics capabilities, skilled leadership and large, educated skills pool with strong English language proficiency present our customers with an unrivalled value proposition.
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