We’ve all heard the adage, “what gets measured, gets managed.” While it’s most often associated with sales and general business metrics, monitoring and measuring metrics within the contact center into today’s customer-centric environment has never been more critical. For years, contact centers have focused on metrics like handle times and average speed of answer (ASA). While these are undoubtedly important, customer engagement has evolved, giving way to a seemingly endless list of metrics we can explore. The challenge for contact center managers is to decide not only how to measure call center activity but also what to measure.

Customer-Centric Metrics

It’s no secret that customer satisfaction is king in today’s world. Providing quick response times, knowledgeable agents, and multiple avenues for customer engagement can make or break the contact center.

1. Net Promoter Score (NPS) – Surveying tools like NPS® quantify customer satisfaction, obtain feedback, and provides the business with insight as to whether or not their contact center service is effective.
2. First-Call Resolution – Determining the percentage of issues that can be resolved on the first call plays a significant role in a business’s ability to reduce customer churn.
3. Average Wait Time – Keeping customers on hold for extended periods can lead to a frustrating interaction from the start. This metric helps managers identify peak call times and adjust personnel for shorter wait times.
4. Abandon Rate –  Identifying how many calls get dropped or terminated by the customer before being connected to an agent also yields valuable insight into how wait times play a role in the customer experience.  
5. Average Handling Rate (AHR) – Reducing the amount of time a customer spends on the phone with an agent leads to more satisfied customers. Low AHRs indicate that agents are proficient in resolving customer issues and can handle more calls throughout the day, resulting in a more efficient contact center overall.
6. Customer Satisfaction – Understanding how satisfied customers are with your service is vital. Surveys sent after a contact center interaction give businesses the ability to determine satisfaction levels while gathering additional feedback that may help improve the contact center going forward.

Your contact center solution should have access to the data and dashboards needed to continually track and measure the metrics that help your contact center to provide an excellent customer experience. Not sure where to start? LanYap Networks can help. Just give us a call!