Tracking key contact center metrics is vital for maintaining customer satisfaction and agent productivity. With the right insights, contact centers can optimize operations, reduce response times, and deliver exceptional service. Intradiem enhances these metrics by providing real-time workforce solutions, seamlessly integrating with existing systems to help contact centers reach their goals.

Top 10 Key Contact Center Metrics
Efficiency and Performance Metrics

1. Average Handle Time (AHT): AHT measures the average time agents spend on each customer interaction, including hold and wrap-up times. This metric signals overall efficiency but should be balanced with quality. Intradiem helps reduce AHT by integrating with Automatic Call Distributors (ACD) and Workforce Management (WFM) systems to automate post-call tasks and assist agents in real-time.

2. Occupancy Rate: Occupancy rate calculates the percentage of time agents spend actively handling calls or completing related tasks versus idle time. This metric is crucial for understanding agent workload and efficiency. Intradiem offers dynamic task management to keep occupancy balanced, minimizing idle time without overwhelming agents.
3. After-Call Work (ACW): ACW refers to the time spent completing tasks after a call, such as documentation and follow-up actions. Excessive ACW can slow down overall operations. Intradiem monitors ACW thresholds, prompts agents to seek assistance if needed, and reminds them to return to call handling promptly to maintain efficiency.

Customer Satisfaction and Loyalty Metrics

• Customer Satisfaction Score (CSAT): CSAT measures how satisfied customers are after interactions. As a primary indicator of service quality, it’s crucial for gauging customer experience. Intradiem supports agents by offering real-time training and upskilling opportunities during slower periods, helping to elevate CSAT.

5. Net Promoter Score (NPS): NPS is an index that reflects customer loyalty based on how likely they are to recommend the service. It’s a valuable tool for measuring long-term satisfaction. Intradiem positively impacts NPS by enhancing agent training and helping agents provide quicker, more accurate responses.
6. First Call Resolution (FCR): FCR tracks the percentage of customer issues resolved in the first contact. High FCR correlates with customer satisfaction and reduces the need for follow-ups. Intradiem enhances FCR by dynamically delivering training and coaching during agents’ idle time, ensuring they are well-equipped to provide excellent service on the first call.

Service Availability Metrics

• Service Level (SL): Service level calculates the percentage of calls answered within a specific timeframe. Meeting service level standards keeps wait times low and customers happy. Intradiem improves service levels by streamlining agent workflow, so their time is dedicated to handling customer calls.  

8. Average Speed of Answer (ASA): ASA measures the time it takes to answer an incoming call. Lower ASA indicates efficiency and reduced wait times for customers. Intradiem monitors queues and provides support to help reduce ASA, keeping response times low and improving customer experience.

Call Volume and Staffing Metrics

9. Abandonment Rate: Abandonment rate reveals the percentage of callers who hang up before speaking with an agent. High abandonment rates suggest that staffing or wait times may need adjustment. Intradiem leverages AUX codes to monitor agent availability and helps optimize staffing in real-time, reducing abandonment.
10. Shrinkage Rate: Shrinkage accounts for the time agents are unavailable for calls due to breaks, meetings, or other tasks.. Intradiem integrates with WFM and ACD systems to deliver training dynamically during aggregated idle time, eliminating the need to schedule training that adds to shrinkage costs.

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