Business executive looking at his call center metrics on a clear tablet

Contact Center Customer Service Metrics That Matter

The customer service metrics that matter most to a contact center depend on the organization’s specific goals and objectives. However, there are some customer service metrics that are universally important, regardless of the company’s size or industry.

What Are Contact Center Metrics?

Contact center metrics are performance indicators that help organizations track and measure customer service success. These metrics can be used to benchmark contact center performance, evaluate customer satisfaction levels, and identify areas for improvement.

Why Are Contact Center Metrics Important?

Customer service is critical to the success of any business. Good customer service can help you increase sales and customer loyalty, while poor customer service can lead to customer churn. That’s why it’s so important to track contact center metrics. By monitoring key customer service indicators, you can identify problems early and take steps to fix them before they cause long-term damage to your business.

Contact Center Key Metrics for Customer Service

Monitoring metrics is essential for any efficient contact center, but knowing which metrics to track can be a challenge. To help you get started, here are seven customer service metrics that every contact center should measure.

Schedule Adherence

Schedule adherence is a measure of how well contact center employees stick to their scheduled shifts. This metric is important because it can impact customer satisfaction. If reps are constantly going off-schedule, they may not be available when customers need them. Schedule adherence can also be used to identify staffing issues and track employee productivity.

Customer Hold Time

Customer hold time measures the amount of time spent by customers waiting on hold for a customer service representative. Because it can affect both customer satisfaction and loyalty, this metric is important to businesses. If customers are spending an excessively long time on hold, they may become frustrated and take their business elsewhere.

Average Handle Time (AHT)

The average handle time is the average amount of time it takes for a customer service representative to resolve a customer issue. This metric is important because it can help you identify inefficiencies in your customer service process. A high AHT can indicate that your reps are spending too much time on each call.

Abandonment Rate

The abandonment rate is the percentage of customer calls that are disconnected before they are answered by a customer service representative. This metric is important because it can indicate customer frustration. If customers are abandoning calls due to long wait times, it may be necessary to increase staffing levels or improve the efficiency of your customer service process.

First Call Resolution (FCR) Rate

The first call resolution (FCR) rate is the percentage of customer issues that are resolved on the first contact. This metric is important because it can help you gauge the efficiency of your customer service process. A high FCR rate indicates that your reps are able to resolve most customer issues quickly and without having to transfer the call to another department.

Customer Satisfaction (CSAT) Score

The customer satisfaction (CSAT) score is a measure of customer satisfaction with your contact center’s performance. This metric is typically calculated by surveying customers after they’ve interacted with your contact center. CSAT scores can be used to benchmark customer satisfaction levels, identify problem areas, and track progress over time.

Employee Satisfaction Score (ESAT)

The employee satisfaction score (ESAT) is a measure of how satisfied your contact center employees are with their jobs. This metric is important because it can impact customer satisfaction. If your reps are unhappy, they may be less likely to provide top-notch customer service. ESAT scores can be used to benchmark employee satisfaction levels, identify problem areas, and track progress over time.

Total Cost of Workforce (TCOW)

The total cost of workforce (TCOW) is the total cost of all the employees who work in your contact center. This metric is important because it can help you assess the financial impact of your customer service operation. A high TCOW can indicate that your contact center is too expensive to operate, which can lead to financial problems down the road.

What You Can Learn from Contact Center Metrics?

There are a number of things you can learn from contact center customer service metrics. You can learn about the effectiveness of your customer service team, the efficiency of your customer service processes, and the overall satisfaction of your customers. By tracking the right customer service metrics, you can make informed decisions that will improve the quality of your customer service.

How Can Intradiem Help Your Contact Center?

Intradiem offers workforce automation solutions that can be used to improve the efficiency of customer service operations. Intradiem can be used to automate customer service tasks, such as scheduling, time tracking, and task management. By automating customer service tasks, you can free up your customer service reps to focus on more important tasks, such as resolving customer issues. Contact Intradiem today to get started.

About the author

Intradiem

Intradiem is the leader in real-time automation solutions for multi-channel contact centers. Intradiem’s customers achieve an invincible customer experience with a real-time workforce by automating manual processes. Real-time Frontline provides business leaders with tips, tricks and techniques to improve productivity and increase revenue within their customer service operations. Our industry experts share their knowledge based on their experiences and what they have observed in hundreds of customer service environments around the globe.

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