We developed a list of the top 5 metrics to measure Spanish contact performance because the decision to partner with an onshore or nearshore Spanish-language call center is usually part of well thought out strategy. In our world, we act as the customer service extension for our clients’ Hispanic customers.
The five metrics we list can certainly be applied to any contact center, but are especially important when you think about the fact that Hispanics over-index on omni-channel adoption and are becoming a larger portion of your customer mix. Your metrics need to account for the increased usage of non-voice channels that are more relied upon by Hispanic customers.
Additionally, many companies are scaling their Hispanic customer service infrastructures to support the growth. By 2060, the US Census is predicting that the Hispanic population will more than double from 53.3 million in 2012 to 128.8 million in 2060.
Note: Be mindful not to jam too many metrics into the scorecard.