If you outsource your customer service to a contact center and are not happy with the results, you are likely wondering what data points you should be looking for. The team in charge of answering questions and meeting your customers' needs plays a vital role in the outcome you can expect, so you don't want to take chances.
If it’s time to reassess your needs, here are 3 metrics you should be looking at when it comes to monitoring and improving the quality score of the contact center you work with.
First Contact Resolution Rate
First contact resolution rate (formerly called first call resolution) is a metric determined by the number of instances in which a customers’ issue is resolved after the first call – or live chat or email. Because many contact centers only pick up the phone and read answers from a script or flowchart, there is a large margin for error if the problem is very unique to the user.
Customers can be easily frustrated by having to contact a company multiple times before their issue is resolved. As the number of contacts increases, so does the chance that you are losing brand loyalty.
Training agents appropriately on how to be resourceful, and ensuring they are truly in touch with your brand voice can increase this rate and is essential to your overall quality score.
Service Level/Response Time
If your customers don’t know how to contact you or are waiting for a long time after their first contact before someone assists them with their issues, their frustration is likely going to build.
Contact centers need to enable accessibility on behalf of your business by offering chat, email and phone calls. Your outsourced contact center also needs to be able to effectively scale their workforce and forecast for demand influxes to keep response time short. This efficiency plays a large role in overall contact center quality score.
Surveys and NPS Scores
Does the contact center you work with employ after-call surveys? Do they measure Net Promoter Scores? Do they collect any kind of data on performance following issue resolution?
Contact centers that don’t measure performance from the point of view of the customer are missing out on many opportunities.
Allowing the customer to give feedback right after the support interaction has finished allows these customers to vent, therefore keeping their frustrations offline. This also allows contact centers to gain valuable insights for additional training and coaching for their agents.
Get in Touch with Us
At Callzilla, we measure and benchmark Service Levels, Average Speed of Answer (ASA), Resolution Rates, C Sat survey, Net Promoter (NPS), and Customer Effort Scores. We benchmark our Quality Assurance and Training efforts to ensure maximum resolution and customer satisfaction and invest significant time optimize staffing around the shortest wait times possible.
We work with passionate and talented individuals who care about your contact center operational and performance KPIs and your customer’s experience and are eager to improve every chance they get. The team at Callzilla goes out of their way to ensure you and your customers are thrilled with the service and we are constantly working to improve our quality and C Sat survey scores.
We invite you to get in touch with us so that you can learn more about the contact center outsourcing services we provide!