ChatPandas | Quality & Assurance Reporting - ChatPandas

Quality & Assurance Reporting

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Focusing on quality has become an essential part of the call center in today’s world when cusomers do not compromise on a superior customer experience. The level of support services you provide to your clients and prospects determines the success of your future ambitions and goals. Customer success ensures company growth, customer retention, customer satisfaction, and future referrals.

Measuring your efforts is of the utmost significance if you want to make sure you can accomplish the goals you have set. Customer service staff reporting and other comparable components are crucial for this Quality & Assurance. Keeping the quality of your call center can be challenging mainly since it happens through a process of several customer support modules.

This process can also be refined if you are aware of your objectives and what you specifically hope to accomplish. At ChatPandas, we place a high priority on offering customers state-of-the-art customer service, so we have carefully chosen metrics that can support the ongoing maintenance of a premier BPO.

To get both high-level and low-level performance reports on our activities, we have separated metrics into two key types: Micro & Macro metrics. We then utilize that data to improve our services.

Macro Level Metrics

Call Benchmarks

Call benchmarks include Call quality, Call Duration, Call Wrap-up Time and First Call Resolution etc to assess and improve customer service and subsequently, increase customer satisfaction and retention.

Efficiency Benchmarks

Major indicators in this include Average Handling Time, Average Response Rate, and First Resolution Ratio of your support team. They are used to gauge the effectiveness of the entire call center.

People Excellence Benchmarks

Contrary to general efficiency benchmarks, this refers to the performance of the individual support agents, such as their individual handle time, customer satisfaction ratio, first response resolution ratio, etc. to identify better performing agents. It also assign roles based on the agents’ capabilities and to increase their efficacy.

Service Benchmarks

Routine Benchmarks are designed to measure daily progress in compliance with client-specified goals. For example, client expectations can include more than 90% customer happiness or a 40% increase in conversions in a specific month. These benchmarks provide us the ability to assess our performance in light of the needs of our clients. This also helps us to scale our efforts appropriately.

Micro Level Metrics

Micro Metrics, as opposed to Macro Level Metrics, provide more in-depth information on our customer service skills, allowing us to improve them as necessary.

Service Level

Service level often aligns with client needs, such as, what they would like to accomplish on a specific time interval like monthly, weekly, or annual basis, etc. These indicators enable us to assess how well we are fulfilling the demands of our clients and what needs to be done to improve our performance

Response Times

Response time is the reply time of each Customer Support Representative (CSR) in response to a customer enquiry. It is used to calculate their efficacy ratio.

Call Abandonment Ratio

Percentage of calls that consumers hang up before having their questions answered is known as call abandonment ratio. Long waiting times and a complex IVR (Interactive Voice Response) are indicators of a higher call abandonment ratio.

Inbound Request Volume

Inbound request volume is the total number of customer-initiated support sessions. We may determine their average satisfaction ratio by comparing this ratio to the client happiness ratio. Also, we may assess the effectiveness of our assistance by observing the growth or decline in the volume of incoming requests.

Fatal Errors

This covers significant mistakes made by the customer support team, such as telling clients about a promotion when there isn’t one or moving leads from one client to another client. By measuring fatal errors, we can reduce such errors and educate agent on their mistakes.

Accuracy Scores

This speaks to the familiarity of the support staff with the company’s products, policies and knowledge base. You can tell if an agent has all the necessary information to serve your clients effectively by looking at their accuracy ratio. For example, are they having trouble because they don’t have enough expertise or knowledge about your product? This also helps us train them appropriately.

Average Handle Time (AHT)

The term Average Handle Time refers to the total duration of a support session, from the beginning to the conclusion of the session as well as any delays or hold-ups in between. Average handle time provides an indicator of an agent’s competence based on the average of all customer service interactions.

After Call Work

After a customer care session, the amount of time it takes a support representative to enter all the necessary information into the management software is known as after call work. Examination of this ratio is important since you can estimate the support agent’s idle time because no queries are passed to them during this period.

Adherence Scores

Unlike other metrics that focus on customer and customer interactions, adherence score is entirely focused on the support agent, including their appearance, behavior in the office, adherence to workplace policies, and instances of being late, among other things. It enables us to keep a capable support staff that is disciplines, has potential to grow and that can easily manage any volume of duties.

Customer Happiness Score (CSAT)

Using a customer satisfaction survey the customer satisfaction score, or CSAT score, measures happiness with a product, service, or customer support interaction. We collect both cumulative and individual customer happiness scores to know about their expectations and needs.


No matter what your goals are, quality support is the key to achieving them all. Anybody can provide a service but in order to provide quality services to your customers, you must consistently assess your customer service efforts against specific metrics. This data can give you invaluable insights to accomplish your desired goals more quickly.

We carefully collect data on every interaction between our ChatPandas and your customers and then perform a routine analysis of this data to identify any bottlenecks in the customer support process. We prioritize the accomplishment of your targets using our carefully chosen micro and macro metrics which allows us maintain and improve our customer support process.

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