I will start off this post by saying the obvious. No, this is not a comprehensive list of ALL the metrics you should be monitoring. Yes, you might already be measuring some of these (hopefully all of them).
Without further ado, here they are:
1. First Contact Resolutions
If you don’t measure this already you need to start. It’s an important metric because it is directly tied to customer satisfaction. The number one goal of your contact center should be making your customers happy. A great way to NOT do that? Make them work for a resolution.
The most effective way to increase your rate of FCRs is to provide agents with a system that allows them to find answers fast, and collaborate with other agents should an answer prove to be more difficult.
2. Abandonment Rate
This is defined as the rate of customers who leave the interaction before speaking/interacting with a live agent. While it’s important (you can’t serve them once they leave), it doesn’t have the effect on CSAT scores you might think it would. In fact, CSAT scores aren’t affected negatively until abandonment rate reaches about eight percent. This is good to know for contact center directors trying to reduce abandonment rate, as 8% is essentially just as good as 0% in terms of CSAT and will cost a lot less to achieve.
3. Average resolution time
Also called average handling time, or mean time to resolution, this metric measures, basically, how long it takes to reach a resolution from the time it is first reported to when it is fully resolved. It is usually measured in hours and has a huge effect on CSAT scores.
4. CSAT
Let’s face it. All the other KPIs you’re measuring, you’re measuring because they affect the CSAT score. It’s the most important because it’s a measure of (what should be) your contact centers main goal: to satisfy the customer. There are many different ways to measure it, be it a phone survey or email survey, but the bottom line is that this metric needs to always be top of mind.
5. ESAT
You may have heard the saying “Serve your employees to better serve your customers”, and in the contact center, this is absolutely true. Treat your employees with respect, and give them the tools they need to do their job well, and be happy doing it. Be it employee turnover, attrition, or another common issue at contact centers, it can be easily solved by asking “How can I make my employees’ jobs easier, and their lives better?”.
Are they any metrics you think should be on this list that aren’t? Are any of these completely off? Let me know in the comments! I’d love to hear your take.
