Managing Your Metrics: KPIs That Drive Customer Experience

As a leader in your contact center, you’ve likely done due diligence on Key Performance Indicators (KPIs). While you’re familiar with the concept, you may not be certain on which are the most important for your center to regularly analyze.

Below, we’ve laid out some of the most critical metrics that you should be tracking to optimize your contact center.

When measuring your Customer Experience, consider the following KPI recommendations:
Average Time in Queue. It goes without saying that your customers are continuously looking for the quickest resolution. Know that if you can’t provide them with that, a competitor will.
First Call Resolution (FCR). Your center’s FCR is a telltale sign for how knowledgeable your agents are.
Customer Satisfaction. Whether this includes a survey at the end of the call, or a follow-up email after the resolution, it’s important to circle back with your customers to ensure their expectations were met. They’ll appreciate your concern, and you’ll have solid feedback for your center and brand.

When measuring your Inbound and/or Outbound Calls, look at:
Abandon Rate. For legal and compliance reasons, it’s vital to keep a close pulse on your agent availability and call abandonment.
Calls Handled. Be sure your agents are making the most out of their time on the clock.
Call Disposition Codes. Tracking these codes will allow you to reference the reason, outcome, and so forth for the call.

When measuring your Efficiencies, examine your:
Forecast Accuracy. Not being properly equipped for the ebbs and flows of call volume can dig a big hole in your pocket. Forecast your calls accurately to ensure your staffing levels adhere to your staffing needs.
Average Handle Time (AHT). This metric is important for multiple reasons. For one, it’ll help you determine your center’s staffing levels. Understand though, your AHT is not a measure of success – as faster isn’t always better. It’s important to find the harmonious balance between calls that are handled rapidly and those that have exceeded in length.

Lastly, measuring your Cost entails knowing your:
Cost Per Call. Following this metric is beneficial in determining the value of your center. If your inhouse center isn’t making a solid profit, consider an external vendor.
Agent Attrition. The contact center industry has some of the highest attrition rates in the workforce. Ensure your employee retention is on par to avoid excessive expenses on employees lost.

As a full service, turnkey direct marketing solution, partnering with InfoCision means you’ll have access to our robust reporting and metric management through our Command Center and Business Intelligence group.

To learn more about InfoCision’s services, visit www.infocision.com

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