Beyond the Call: Trending Metrics in Modern Call Centers

Beyond the Call: Trending Metrics in Modern Call Centers

Introduction

The customer experience and agent performance go hand in hand. Over the years, contact centers have evolved solely from calling agencies to the digital media space. Live chat, email, and social media support have increased in numbers compared to regular voice-call assistance. The call center metrics and KPIs assist in creating an impact on the daily performance rate and customer satisfaction level. Positive customer feedback relies on the degree of service offered by call center leads.

The call center metrics weigh the agent’s performance level. The call center managers are using the metrics to induce team productivity. It is a concrete way to increase the numbers and enhance customer retention. 

Let’s dive into detailed information on contact center metrics to keep track of for long-term customers.

Customer Experience Metrics and KPIs 

Customer Satisfaction (CSAT)

The CSAT Score is one of the metrics used to measure customer loyalty. With the metrics, it is easy for the team in contact centers to identify the strong and weak areas where they can work in the future to multiply the number of customers.

Based on recent surveys, the average CSAT score for contact centers has reached around 89%.  Source

This high score suggests that most customers are delighted with call centers’ service.

Call Quality Score (QA Score)  

The QA Score is among other essential call center KPIs that measure the level of interaction between agent and customer through a scorecard. It lets the organization see and understand the reason behind the negative customer feedback. The call center managers listen to the interaction between the two parties and mark it on the scorecard. After giving the scores, the manager evaluates the whole conversation, settling on the complete performance trend. 

According to recent evaluations, the average QA score for contact centers remains high at around 90%.  Source

This indicates that agents maintain a high service quality standard during customer interactions.

Net Promoter Score (NPS) 

The Net Promoter Score is the ultimate metric solution used in contact centers. It measures customer loyalty over the long term. The metric gives the customer access to provide feedback via a survey. There are three categories of customers: promoters, passives, and detractors. It shows the areas to fix and boost the customer. 

As of the latest data, the average NPS for contact centers has improved to 45.  Source

This signifies a positive trend in customer loyalty and advocacy.

Customer Effort Scores (CES) 

The Customer effort score defines the hard work the customer puts in to reach the customer support team to resolve the query. After a few high-resolution purchases, the customer tends to shift to another brand. To lower the CES, the contact centers must connect them with the agents without hassle.

The latest average CES for contact centers is approximately 4.0 out of 5. Source

This indicates that most customers find it relatively easy to reach the customer support team and resolve their queries without much effort.

First Contact Resolution (FCR) 

The FCR is the call center metric where the agents resolve the query in the first attempt. It means that customer support solves the issue in one go and that the team works efficiently on the instances.

The industry data shows that the average First Contact Resolution (FCR) rate has increased to approximately 78%.  Source

This indicates that call centers are more efficient in resolving customer queries on the first attempt.

KPIs and Metrics for Tracking Agent Performance Level 

Some KPIs and Metrics directly enhance the role of the agents in resolving the queries efficiently. The agents work closely with the customers and resolve the inquiries in one or multiple attempts. And to enhance productivity and real-time performance, the KPIs mentioned will play an important role. To add value to the team, the managers use these metrics to calculate the workforce, shift hours, and annual performance ratings. 

Average Response Speed  

Call center metrics like this indicate the need for an average call time between agents and customers. 

According to the latest statistics, the average response speed for contact centers has decreased to 12 seconds.  Source

This reduction in waiting time highlights call centers’ efforts to provide prompt customer service.

Average Call Time 

The average conversation time is the duration between the agents and the prospect callers. To get the average call time, you divide the total handling time and hold time by the number of handled calls.

The latest data indicates that the average call time for contact centers is approximately 4 minutes and 15 seconds.  Source

This metric reflects the efficiency of agents in handling customer interactions.

In conclusion, call center KPIs play a pivotal role in assessing the performance and success of contact centers. By monitoring metrics such as customer satisfaction, first contact resolution, average call time, and agent performance, call center managers can identify areas of improvement and make data-driven decisions to enhance overall efficiency and customer experience. To streamline this process and further elevate call center performance, NEQQO QA software comes to the rescue. 

NEQQO QA software offers powerful tools for monitoring agent interactions, evaluating call quality, and tracking real-time KPIs. By leveraging NEQQO, call centers can streamline their quality assurance processes, gain valuable insights, and proactively address issues, leading to improved agent performance, higher customer satisfaction, and a more robust and successful call center operation. 

Conclusion

A good Net Promoter Score reflects a company’s dedication to customer satisfaction and loyalty. By understanding the factors that influence NPS scores and implementing effective strategies for improvement, businesses can unlock the secrets to a high NPS score and build lasting relationships with their customers. Remember, customer satisfaction is an ongoing journey, and each step taken toward enhancing the customer experience will yield significant long-term benefits for the company.

NEQQO supports call centers to automate workflows for  agent coaching and disputes. With built-in workflows, call centers can effectively drive agent coaching and audit escalations with customization options.  Learn More!