1. Quality Scores
Quality Scores were by far the most important metric used. They provide the ability to look at the overall caller experience and look at the conversations that agents are using on their phone calls.
Scores can be provided at a high level to track how well the center is doing and they can also be taken down to agent level. Scores are typically measured over between 5 and 10 calls per agent per month, although when things get busy, the number of calls sampled starts to drop off.
2. Customer Satisfaction Scores
An old favorite that looks at the percentage of customers that are happy. This is simple and easy to operate. It can be carried out through a wide range of methods, the most common being a post-call IVR survey, or a follow-up email survey.
3. First Call Resolution (FCR)
Also known as ‘Best Contact Resolution’. This was a very common metric and looks at how many times a customer needs to call a company to get a problem resolved. This is a very good way of measuring a problem from the customer’s perspective. The problem is that it is quite difficult to accurately measure and tends to be rather subjective. For example, a repeat call could be about a different problem.
Here are some common ways that contact centers measure this.
- Can the agent give a satisfactory answer so that the caller does not have to call back (calls are monitored)
- Looking at the number of callers that call back within 7 days
- Looking at the calling party number within a set period
- Using a post-call IVR survey
- Looking at the quality of answer and “positiveness” of the call, measured by a third party
4. Service Level
This was one of the very first metrics to be produced by the ACD systems. It looks at the percentage of calls that are answered within a given time. The average figure seems to be between 80% of calls answered in 20 seconds and 95% of calls answered within 15 seconds.
5. Average Handling Time
This was for many years the most widespread contact center metric. It looks at the total amount of time that it takes to handle a call. This is a simple measure of efficiency. This measurement includes talk time, on-hold time as well as wrap-up time. It has had bad press in recent years because it looks only at efficiency but not at the outcome of the call. Critics say that it tends to encourage the agent to rush the caller off the phone rather than solve their problem.
The Best of the Rest There were a number of other ‘favorite’ metrics that did not make the top 10.
- Active and Waiting Calls
- Schedule Adherence
- Calls Per Hour
- Conversion Rates
- Employee Engagement
- Promise to Pay (typically used in debt collection)
- Abandon Rates
- Speed of Answer
- Customer Effort Score
- Non-value-add Calls (where customer could have self-served)