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Call Center Metrics & KPIs to Measure Agent Performance

Balto

The formula only takes into account 4-star and 5-star responses, as these responses tend to reflect customer retention the most. On a side note, keep in mind that you must give your customers the freedom to opt-out or take part in the survey. Benchmark Your Metrics. 2022 Metric Benchmarks.

Metrics 52
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Do You Know Your Customer Churn Rate?

Quiq

What is customer churn? Customer churn rate (or customer attrition rate) measures how many customers you lose over a given period of time. It’s also the exact opposite of your customer retention rate. Next, figure out how to benchmark your numbers. Is there an industry standard?

Surveys 75
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Should You Outsource Your Contact Center?

Real Blue Sky

Why You Should Outsource Your Customer Service Operations Yes, it remains true that there are often considerable cost savings to be had with outsourcing, but these are not always where we might expect – with wage mitigation. Complies with your required industry standards. Can scale with your organization’s needs over time.

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The Customer Success Maturity Model Part 1: “Build” Capabilities (The Foundation of CS)

Education Services Group

What is the ESG Customer Success Maturity Model? What do you gain when you have this 360-degree view of your Customer Success maturity? Well, we’ve already mentioned performance benchmarking – your ability to measure your CS abilities against other businesses like yours. Focusing your time and energy in the right places.

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Should You Outsource Your Contact Center?

Real Blue Sky

Why You Should Outsource Your Customer Service Operations Yes, it remains true that there are often considerable cost savings to be had with outsourcing, but these are not always where we might expect – with wage mitigation. Complies with your required industry standards. Can scale with your organization’s needs over time.

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Should You Outsource Your Contact Center?

Real Blue Sky

Why You Should Outsource Your Customer Service Operations Yes, it remains true that there are often considerable cost savings to be had with outsourcing, but these are not always where we might expect – with wage mitigation. Complies with your required industry standards. Can scale with your organization’s needs over time.

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3 Considerations Before Building Customer Success Software In-House

ChurnZero

These solutions are also relevant to companies with customer experience programs, and can be used to fill the gaps within their existing sales, marketing and customer support processes.”. When it comes to customer retention, there’s business-altering revenue at risk. There’s also the competitive aspect to weigh.

CRM 59