What is customer turnover rate? Simply put, customer “churn rate” is the percentage of customers that leave your business. It is a key indicator to customer satisfaction. Your churn rate will drop if you have a higher customer satisfaction score. Tracking your churn rates can help you to determine how to improve it. Here are […]
A key part of improving the customer experience is determining how long agents are on the phone. Too many agents on the phone can lead to a low productivity KPI. To determine how long agents are on the phone, measure their average hold time. This metric gives the call center manager insight into the length […]
The First Contact Resolution rate can impact your bottom line more than any other KPI. It is difficult to measure quantitatively and agents may not be able to self-report first-contact resolution. Surveying customers to determine resolution rates is not an option. ACD data can be used or multiple calls to a specific number within X […]
Customer care services have been used by many businesses across the globe. It’s happened many years before, but the technology behind it has evolved. It appears as if contact center sales continue in an age of messaging applications as an effective way of engagement with customers. The fact that your phone number is not always […]
A high alw average is indicative of a low-performing call center. The best call availability KPI is the amount of time it takes to answer each customer’s phone call. Generally speaking, a high ASA means that your team is not able to meet customer needs within the desired time. While it’s important to monitor ASA, […]
It is important to collect enough data to accurately measure both input and output in order to measure the productivity of your phone center. You can calculate the number of calls that are answered within a given time period. Multiplying the number of answering calls by the queue size will give you an estimate of […]
The most important question in any call center is how to analyze QA metrics. Many companies track KPIs on a daily, weekly, or yearly basis, but it is not always easy to interpret these numbers. For example, one KPI is the average time it takes for a customer to reach an agent. For most businesses, […]
The metrics of a call center are key to ensuring that the customer experience meets the highest standards. Agents are the face of the company, so it’s vital that they are properly trained. There are several ways to measure the performance of your agents. For example, you can look at the average time it takes […]
Gauging Customer Satisfaction While it’s very easy to measure call times, it’s difficult to gauge customer satisfaction. A recent survey revealed that 43% of Americans are willing to wait for an agent for one minute or less. However, 39% of them would rather wait from five to ten minutes. Although there’s no standard for hold […]
Call Abandonment and Wait Time While working in a call center, you may have noticed metrics like average call abandonment rate or average time in queue. A high percentage of these can be an indication of agent productivity issues. Another indicator of an agent’s performance is the average time in queue, or ASA. This is […]