There are a lot of contact center KPIs you can choose from. There is no peaceful day or having fun at a call center. Calls are always coming in and you have a lot of decisions to make. But you cannot just make decisions at a whim. You need data to make the right decisions. You get a lot of data on a daily basis and sometimes you can get more data than you can handle. You should avoid drowning in the endless data you get by having a set of metrics with essential information for your business.
Such metrics are known as key performance indicators (KPIs). Call center key performance indicators are measurable values that show whether your employees are on the right track to achieving your objectives. You can use KPIs to look for internal issues you need to take care of. Here are some important key performance indicators call centers should use.
Customer satisfaction
The customer satisfaction rate is one of the most important KPIs. If it is high, it means your customers are satisfied with the services you provide. However, if they are not delighted, it is high time to look at potential issues within your call center. The most effective and fastest way to learn about the potential reasons for the dissatisfaction of your customers is to use surveys. Those are a great way to learn what your customers think about your company, product service and the problems they have.
Net promoter score
Your KPI consultant can help you with this. While the net promoter score might seem to be the same as the customer satisfaction score, there is a slight difference between the two. The customer satisfaction score counts the satisfaction of customers at a given time. The net promotor score is measuring how likely your customer is to recommend a service or product to others.
A high net promoter score means that your customers are highly satisfied with your service or product. It also means that they are likely to recommend your products or services to others. Since net promoter score surveys can be prepared quickly, it is a great way of finding out which of your clients are loyal and which of them are likely to drop your company.
The number of blocked calls
The number of blocked calls has a direct impact on your customer satisfaction rate. The blocked calls KPIs show the percentage of callers that got a busy tone when calling you. If your customers or callers hear a busy tone, it means that all your agents are busy and no one is available to talk to them. Or it could mean a technical issue is preventing your customer care staff from answering the call.
You can improve this metric by finding out what is the cost of the numerous blocked calls and then looking for the best solution. Use your blocked calls contact center KPIs to solve this issue. Maybe you need more agents or maybe you need to train your current agents.
COVID-19 Impact Analysis on Contact Center Intelligence Market report published by Value Market Research provides a detailed market analysis comprising market size, share, value, growth and trends for the period 2019-2027.
The report encompasses data regarding market share and recent developments by key players.
Moreover, this market report also covers regional and country markets in detail.The research report also covers the comprehensive profiles of the key players in the market and an in-depth view of the competitive landscape worldwide.
The major players in the Contact Center Intelligence include Amazon Web Services Inc., Avaya Inc., IBM Corporation, Google Inc, Artificial Solutions International AB, Microsoft Corporation, Nuance Communications, Inc., SAP SE, Oracle Corporation, and Zendesk, Inc..
This section includes a holistic view of the competitive landscape that includes various strategic developments such as key mergers & acquisitions, future capacities, partnerships, financial overviews, collaborations, new product developments, new product launches, and other developments.Get more information on "Global Contact Center Intelligence Research Report" by requesting FREE Sample Copy at https://www.valuemarketresearch.com/contact/contact-center-intelligence-market/download-sampleMarket SegmentationThe broad Contact Center Intelligence has been sub-grouped into the Solution, Service, Technology, End-User and Region.
The report studies these subsets with respect to the geographical segmentation.
