Remove Customer effort Remove Knowledge Base Remove Schedule adherence Remove Wait times
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10 Key Metrics and KPI’s for Contact Centre Performance

Call Design

This metric reflects the knowledge base and expertise of the agents working in the contact centre as well as how well your customers are directed through the IVR to the appropriate agent. Customer Effort Score. It is measured as a percentage of scheduled time on the phone.

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A Beginner’s Guide On An Effective Inbound Call Strategy


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 Call Center Efficiency Metrics And How To Improve Them


Organizations conduct surveys or interviews based on an agreed-upon scoring system and classify responses such as: Very satisfied Satisfied Not satisfied Very unsatisfied Customer Effort Score (CES) A business metric that measures how easy or difficult it was for the customer to get their issues resolved in your contact center.

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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. It’s also best to set expectations and be transparent with the wait time.

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