Here at Diabolocom we’ve been holding a live survey asking contact center professionals to share which KPIs they use to measure their contact center success. Over 95% of respondents shared that the measurement tool that they use was a customer feedback survey.
Undoubtedly it's a useful way to review your operations, but is it giving you a holistic view of your contact center? Is it giving you the right metrics to make a solid plan for improving your customer experience? Below are four metrics we believe everyone should be using to enhance your contact center experiences.
1. Optimise your call routing with abandonment rate
Just like a shopping cart for an e-commerce service, measuring how many calls are abandoned between the IVR and the moment your agent answers the phone can give you a real insight into your call center operations and the people you are talking to. High amounts of terminations could indicate that your call routing maybe isn't quite set up correctly which is increasing your call wait times. Low amounts is generally a good sign that your call routing is doing it's job and your agents are answering the calls quickly.
2. Average call waiting time
Average call waiting time is another great way to review your contact center operations. The amount of time a customer is waiting to speak to someone, or is on hold can impact your overall customer experience. A high hold time average can highlight perhaps a slow or outdated system that's not fit for your purposes. It can also indicate poor integrations with business tools like your CRM if your agent is spending a lot of time looking for information.
3. Call quality
There's nothing more infuriating for someone taking time out of their day to call you, for then that call being beset with bad call quality. When managing hundreds of calls per day through your system, call quality can be impacted. Not only does poor call quality affect things like your abandonment rate and speed of answer, it can have a huge impact on your overall customer experience. Poor call quality can also indicate that your service provider doesn't have the right infrastructure behind it. Platform providers that guarantee call quality can really make a difference here.
4. Number of customer queries
This might seem a little basic but having sight of all the queries you are handling is arguably the most important metric you should be measuring. Being able to see where operationally you might need to add staffing, where you might need to optimise call routing, or even introduce new communication channels to cope with demand is key. Visual aids such as virtual wallboards can really help with this on a day-to-day basis, but this is a no- brainer for your ongoing analytics capture.
To find out more about how Diabolocom can help you optimise your call center operations, get in touch!