5 performance indicators that must be monitored in customer service

The customer service in the Call Center requires constant monitoring of the managers. This accompaniment serves to provide an efficient and quality service. With this, you will be able to optimize the resolution time and improve the customer experience in your business.

However, to improve your customer service, it is essential that you understand the customers characteristics and discover their level of satisfaction. But how to get to know these two aspects? They depend on the performance indicators. Therefore, we list important metrics that your company should pay attention to.

Main customer service indicators

Many managers have doubts about which indicators must be monitored in the Call Center in order to offer a better service. Following, we have highlighted five of them and explained to you how relevant is each one of them in the relationship strategy with the client.

  1. AWT – Average Wait Time

It is an indicator that makes it possible to identify how long, in average, the customer takes to be attended when contacting the brand. When this index rises, consumer dissatisfaction rises in the same way and the company starts to be seen with a negative image.

If the TPE is very high, the customer can give up the service without even having started to solve his demand and then opt for the service cancellation. For this reason, it is essential to invest in strategies to reduce waiting time. Some possible actions are training the attention service crew, increasing the number of agents and deploying the digital agent technology in order to address the calls.

  1. AST – Average Service Time

Average Customer Service Time is considered one of the most important indicators of a call center. This indicator helps you monitor if the contact is being objective, but with enough time for you to listen to the client and solve your problem.

The very low or high TPS indicates that the service is not being efficient. That is, the processes of your operation must be reformulated.

On the other hand, it is also important to be aware that each business model requires a specific time of service, which varies according to the profile of the public, the complexity of the demands, among other factors.

  1. NPS – Net Promoter Score

This performance indicator is related to the chances of retention and customer loyalty. That happens because it evaluates the level of satisfaction with the brand’s service. In order to identify it, you need to ask a simple and direct question:

“From 0 to 10, what would be the chances of you indicating our services to friends and family?”

The average of the answers indicates if the customer is a promoter of the brand (10 and 9), if he is neutral (from 8 to 7), or if he is a detractor (from 6 to 0). The final result is obtained by subtracting detractors by the promoters.

In the case there is a greater number of detractors, it is necessary to evaluate the TME and other Call Center indicators. Then, customer service strategies must be reformulated so that they can finish the contact with their demands solved.

  1. Dropout rate

The dropout index shows the managers if the Call Center has a high volume of abandonments. There are several factors that can influence an increase of this indicator, showing that there is a problem in the service flow.

If the dropout index is too high, it is necessary to evaluate the AWT and other indicators of the Call Center. Then we must reformulate the customer service strategies so that they can finish the contact and have their demands solved.

  1. FCR – First Call Resolution

Another customer experience-related index is the FCR, which stands for First Call Resolution. The index shows the contact’s efficiency. The more resolutions are met at first, the lower the demand and the cost by call.

In the case that the FCR is too low, you have to think about better training the customer service crew. In addition to this, it is possible to implement appropriate tools to facilitate and speed up the Call Center’s problems resolution.

How to measure these indicators in the Call Center?

Monitoring the Call Center’s performance indicators can be done through an efficient Omnichannel platform, such as OlosChannel.

The tool uses data intelligence to carry out the mapping of the customer’s journey in the Call Center and thus issue more complete performance reports, providing this information to the managers. With this, it is possible to make the experience more fluid and guarantee quality and efficiency in customer service.

In addition to this, the OlosChannel brings together and integrates several communication channels, identifying those which are more relevant to the customer. Then, it is possible to offer a customized service, whenever the client wants, increasing the chances of a successful contact. To learn more, access our website and contact us!

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