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10 Key Metrics and KPI’s for Contact Centre Performance

Call Design

First contact resolution refers to the percentage of people who received the necessary answer on their first contact and did not require any further contact relating to the initial problem. The industry benchmark for the first call resolution measurement is between 70% to 75%. Customer Effort Score.

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A Beginner’s Guide On An Effective Inbound Call Strategy

OctopusTech

Additionally, organizations should regularly seek customer opinions about call center experiences by administering surveys that measure: Net Promoter Score (NPS) Customer satisfaction (CSAT) Customer effort score (CES) 2.

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Top Metrics that Measure Inbound Call Center Performance

Tenfold - Contact Center Blog

It is a direct reflection of an agent’s and a center’s capacity to solve problems, answer questions, and provide needs the very first time a customer calls. Simply put, it’s getting it right the first time and reducing customer effort. Abandoned Call Rate.