Conventional Call Centre Metrics Reporting
We measure benchmarks which can ensure your success
With call center metrics reporting, you can provide excellent service to customers. These call center metrics can be related to software, HR, or other technical aspects. Our call center metrics reporting includes up –to-date and frequent reporting that requires time-to-time optimization. We keep up-to-date reporting on our call center benchmarks to ensure that our call center provides an excellent support experience. The reporting is a life line to a call center and its importance cannot be ignored.
Customer Satisfaction (CSAT)
We speak empathy! Our top most priority is customer satisfaction and that is the heart of our contact center. To know about their feelings and gauge their satisfaction, we ask their feedback through post-call IVR overview or a subsequent email survey. We conduct surveys by gathering figures about CSAT Score, NPS and Star Rating. We also use apps, SMS, volunteered feedback, and web analysis to conduct direct surveys.
First Contact Resolution (FCR)
Striving to provide the right solution even from first contact! Our goal is to reduce the the number of times a customer has contacted us to have a question addressed. It not only reduces call volume, but also increases customer satisfaction. We collect information from call logs, ADR, IVR, post-call surveys, and CRM. We also use fine data sifting to get rid of unnecessary calls and calls from wrong numbers. We employ our pre-defined formulas to to calculate work load on a specific department, time period, call type, agent FCR, and collective FCR. When a repeat call is for a different issue, this survey can be difficult at times, but this metric helps us measure customers’ panic and respond accordingly.
Quality Scores
Individual agent feedback provides us with direct insight into the performance of our task force and the customer experience. With our training methodology we trust our ChatPandas and treat them as consultants and actively implement their recommendations. Our contact center’s performance is tracked thanks to their feedback on all benefits and drawbacks. We implement soft skills like empathy, active listening, being kind and understanding. Our quality checking team conducts an impartial survey and with this quality scoring, the efforts and weaknesses of different individuals are revealed. Based on the results, we directs the team toward efficient coaching and rewards.
Service Level
We continue to do efforts to deliver exceptional support experience to our clients in a fast and effective way. An average response time of 20 seconds to 80 calls is our SL benchmark. We encourage our agents to respond in the best possible way rather than forcing them into rush-hour call attending. Instead of focusing on quality standards, we use SL reporting to determine the number of agents needed to achieve a higher Service Level in a given amount of time to avoid understaffing.
Customer Effort Score
We conduct CES with a straightforward question like, “How much effort you had to put forth to handle your request?” to gain customer loyalty. We determine this on a scale ranging from 1 to 5: least to most elevated exertion. Our work performance suffers when customers exert more effort, so we continue to receive this feedback from customers.
Adherence
Our daily staffing, scheduling, and, at the end of the day, overall working are all impacted by adherence to schedule. Adherence is a percentage of an agent’s time spent working, including time spent on calls, after-call work (ACW), and other predetermined tasks. For example, assuming that an agent is allocated to accept calls from 4pm to 5pm, however comes 5 minutes late. His scheduled working time was 60 minutes, but he worked 55 of them, so the following formula is used to calculate his average compliance:
Net Promoter Score (NPS)
Measuring customer’s feelings is the key to measure customer satisfaction. The question is how to see or precisely count them. We have a metric that can measure the feelings in binary terms, either within or close to right proximity. In today’s business world, it is one of the most preferred metrics for measuring customer loyalty. We calculate it by serving the customers with an inquiry like, “How likely are you to suggest our product to a friend?” We classify customers as passives, detractors, and promoters based on their enthusiasm on an 11-point scale from 0 to 10. The more featured advertisers, the more steadfast clients.
Sales Volume
Sales volume is mostly used for sales based contact centres but also use it for service based contact centers.
Despite the fact that it is intended for sales-based contact centers, customer-centric ones also place an emphasis on it. Sales have a direct correlation with customer satisfaction. The terms below serve as straightforward benchmarks for this metric:
Units: Number of articles sold in a week
Subscriptions: Weekly count of subscriptions
Hours: Number of hours consumed for a consultant monthly