Call center quality monitoring is a challenging task. With new studies and information coming out every day about how to rock customer service, there seem to be no "right metrics" by which to measure the quality of each call.
To give complete and thorough feedback to contact center agents, it's important to use well thought-out quality metrics. No metric alone is enough to judge the quality of an agent's work. In this article, we will focus on KPIs beyond the traditional QA metrics to be considered when giving feedback to contact center agents.
First Call Resolution
Although FCR might not seem new, it's kicking AHT to the curb, and with right reason.
First call resolution is a very customer-centric metric which allows agents to really focus on a client's issue and being creative instead of keeping the call short.
Metrics that measure client satisfaction
These metrics are not so straightforward and can be more subjective as they are essentially the client's opinion. However, they can give an overview of the service of each individual agent and the perception of the brand.
Simply put, Customer Service Score consists of asking the customer, "how satisfied are you with the call?" This can be done through a 1 to 10 or a five-star rating.
Also known as Net Promoter Score, it goes one step beyond customer satisfaction to see if clients would go on to recommend a brand. By asking, "how likely are you to recommend us?", NPS challenges customers to compare similar brands and see how likely they would be to mention it to their peers.
Digging a little deeper, we are able to gain better insights into what the customer really thinks of the brand and service. At the same time, customer surveys are a great way find out how agents are doing on duty.
Customer survey questions may touch the subject of:
- Was the question resolved?
- How did they find the waiting time ?
- How helpful with the agent?
- How was the length of the call?
- How would they rate their overall satisfaction?
To be able to better put a number on such metrics, once again, a 1-10 rating system can be used. Although these don't seem very exact metrics, it gives management a good idea of how each agent is performing and how the customer views the brand.
Contact center metrics
You're probably wondering about more concrete data. At the end of the day, metrics are proof and provide a way to measure and maintain quality customer service with the end goal to increase sales.
Going straight to the point of these metrics can be a very good indicator of how agents are doing, hence more on-point feedback.
Have accurate data on:
- Churn rates
- Contract renewals
- Number/percentage of new customers
- Quantity of products/services purchase
This information lets you know how the company is doing greatly due to agents who keep the ball rolling.
These company metrics will probably be similar to those metrics identified in an SLA, hence a good way to check that the contact center is on track with the customer's requirements.
No metric is good enough to stand alone. But with the right formula and by using a mix of traditional, global and objective hard metrics you are bound to have great overview of the call center performance.
Without dismissing traditional call center metrics, it is important for a contact center to know how many calls an average agent handles, how long does each call take and in how long does it take for an agent to attend a customer.
However, these metrics can become somewhat redundant and if instead management focused on creating a strong call center culture, employees would be in line with the bigger picture and such metrics would take care of themselves.