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Contact Center Metrics
that Matter
Paul Stock ford
Chief Analyst, Saddle tree Research
Joe Staples
Chief Marketing Officer, Interactive Intelligence, Inc. Contents
Introduction ....................................................................................................................................................
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How to fill out contact center metrics
How to fill out contact center metrics
01
Step 1: Start by determining which metrics are important for your contact center. Common metrics include average handle time, first call resolution rate, customer satisfaction score, and agent occupancy rate.
02
Step 2: Set specific goals for each metric. For example, aim for an average handle time of less than 5 minutes or a first call resolution rate of at least 90%.
03
Step 3: Collect the necessary data to calculate the metrics. This may involve integrating your contact center software with a reporting tool or using spreadsheets to manually record data.
04
Step 4: Calculate the metrics on a regular basis, such as daily, weekly, or monthly. This will help you track performance and identify any areas for improvement.
05
Step 5: Analyze the metrics to gain insights into your contact center's performance. Look for trends, patterns, and outliers that may require attention or action.
06
Step 6: Use the metrics to make data-driven decisions and improvements. For example, if the average handle time is higher than desired, you may need to provide additional training or streamline processes.
07
Step 7: Consider benchmarking your contact center metrics against industry standards or other similar organizations to get a sense of how well you're performing.
08
Step 8: Communicate the metrics and their importance to stakeholders, such as managers, supervisors, and agents. This will help create a culture of accountability and continuous improvement.
09
Step 9: Regularly review and revise your contact center metrics as needed. Over time, you may find that certain metrics become less relevant or new ones emerge that better reflect your goals and objectives.
Who needs contact center metrics?
01
Contact center metrics are useful for various stakeholders, including:
02
- Contact center managers and supervisors who need to monitor and improve agent performance, optimize operational efficiency, and make data-driven decisions.
03
- Customer service executives and directors who want to measure the effectiveness of their contact center and identify areas for improvement in customer service.
04
- Quality assurance teams who strive to maintain high-quality interactions and identify opportunities for agent training or process improvements.
05
- IT and technology teams who need to track the performance and uptime of contact center systems and infrastructure.
06
- Business executives and leaders who want to evaluate the overall performance and ROI of their contact center.
07
- Stakeholders interested in compliance and regulatory requirements, as contact center metrics can help demonstrate adherence to industry standards and regulations.
08
- Customers themselves, as contact center metrics can indirectly impact the quality of customer service they receive.
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What is contact center metrics?
Contact center metrics are measurements used to evaluate the performance and efficiency of contact centers in handling customer interactions.
Who is required to file contact center metrics?
Contact center managers or administrators are typically responsible for collecting and reporting contact center metrics to track performance.
How to fill out contact center metrics?
Contact center metrics can be filled out by collecting data on key performance indicators such as call volume, average handle time, and first call resolution rates.
What is the purpose of contact center metrics?
The purpose of contact center metrics is to monitor and improve the quality of customer service, optimize operational efficiency, and track overall performance.
What information must be reported on contact center metrics?
Contact center metrics typically include data on call volume, average handle time, service level, abandonment rate, and customer satisfaction scores.
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