Customer Experience Call Center Metrics and KPIs
Customer experience (CX) leaders are well aware that a single customer service misstep can cause customers to defect. And two-thirds of companies Metrics and KPIs surveyed in the “State of customer experience” report list customer satisfaction as the most important phone number list CX metric. However, CX leaders cited a lack of consistent metrics as the greatest organizational barrier to success.
Keeping watch on proven customer experience metrics can help you determine if your contact center is living up to customers’ expectations.
First-Contact Resolution
First-contact resolution (FCR) is a measure of whether customers’ problems are being resolved the first time they reach out to your organization. Many call center leaders view it as the most important KPI to track.
Keeping FCR low is crucial — it not only results according to tinkoff ecommerce in higher customer satisfaction and lower repeat calls but also lower cost-to-serve. Your organization needs to decide on a standard approach for measuring this crucial KPI.
Two common approaches used are:
The first approach includes all calls received and produces a lower FCR. However, it might give you a better picture of how well your team is doing with issue resolution on any given day or week.
The second approach produces a more accurate Metrics and KPIsFCR. By excluding repeat calls, it measures the rate at which first calls are resolved on that call. Both are used in contact centers, so you must choose the right approach for your team — and be sure everyone belize lists understands your FCR parameters.
Net Promoter Score
Net Promoter Score (NPS) is a popular metric used to measure customer loyalty and satisfaction. Many companies find NPS appealing because it relies on a simple question:
“How likely is it that you would recommend [company X] to a friend or colleague?”
Customers respond using a 0-10 rating scale, with responses grouped into three categories:
- Promoters (9-10)
- Passives (7-8)
- Detractors (0-6)
NPS is calculated as the difference between the percentage of customers who are promoters and the percentage of customers who are detractors.
Customer Effort Score
Like NPS, customer effort score (CES) uses a Metrics and KPIs single question to gauge customer satisfaction. CES asks customers to evaluate how much effort they had to put into reaching a resolution. Typical responses range from “Very low effort” to “Very high effort.” CES is measured on a five-point or a seven-point scale. Companies that use this scoring model can apply the following formula to calculate CES.