Main Indicators That Measure the Performance of Inbound Call Centers

Frontline employees are the lifeblood of a business. Being on the front lines, they brave the challenges that come with delivering a great customer experience every day. According to a 2017 report from Microsoft, 97% of global consumers say customer service impacts brand loyalty and their buying decisions. The job is not just about picking up the phone 24/7, it involves building customer relationships based on value and satisfaction. How does a contact center know that it consistently delivers high-quality service? It starts with defining metrics.  Good metrics or Key Performance Indicators (KPIs) should effectively measure a company’s specific capabilities.

Here Is a List of the Most Crucial Metrics

Here is a list of the most crucial metrics the inbound call center needs to measure. First contact resolution (FCR) is an essential part of managing your company’s relationship with your customers. It’s a Mexico B2B List direct reflection of an agent’s and center’s ability to solve problems, answer questions, and respond to needs on a customer’s first call. Simply put, it’s about getting it right the first time and reducing customer effort. According to a recent survey, more than 60% of contact centers track first contact resolution as a KPI.

The Better a Contact Center’s Fcr

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The better a contact center’s FCR, the more successful and efficient it is at providing solutions rather than creating problems. FCR is measured by dividing the number of cases resolved in a single call by the total number of issues that were resolved. Although it sounds easy, it can get quite tricky as certain criteria need to be in place. Training that focuses on the most common issues that lead to high THA can also make agents better problem solvers. A supplier signs a contract or service level agreement (SLA) with a customer to close the deal. The SLA contains the requirements and standards on which the operation of the contact center is based.


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