Resp Sis

The top 10 most important contact centre metrics
Over the past three months, in a range of workshops, webinars and web chats, Jonty Pearce asked a wide range of contact centre professionals for themost important metric needed to do their job.
Read on to find out which one came top.
The good news is that a growing number are based on quality or outcomes, rather than just on pure efficiency.Here are the most common answers.
1. Quality Scores
Quality Scores were by far the most important metric used. They provide the ability to look at the overall caller experience and also look at theconversations that agents are using on their phone calls.
Scores can be provided at a high level to track how well the centre is doing and they can also be taken down to agent level. Scores aretypically measured over between 5 and 10 calls per agent per month, although when things get busy, the number of calls sampled starts to drop off.
2. First Call Resolution (FCR)
Also known as ‘BestContact Resolution’. This was a very common metric and looks at how many times a customer needs to call a company to get a problem resolved. This is a very good way of measuring a problem from thecustomer’s perspective.
The problem is that it is quite difficult to accurately measure and tends to be rather subjective. For example, a repeat call could be about a different problem.
Here are some commonways that contact centres measure this.
• Can the agent give a satisfactory answer so that the caller does not have to call back (calls are monitored)
• Looking at the number of callers that call backwithin 7 days
• Looking at the calling party number within a set period
• Using a post-call IVR survey
• Looking at the quality of answer and positiveness, measured by a third party
3. CustomerSatisfaction
An old favourite that looks at the percentage of customers that are happy. This is simple and easy to operate. It can be carried out through a wide range of methods, the most common...