KPIs (key performance indicators) are an important part of a quality assurance program. These metrics not only analyze and measure agent performance and output, they also help call center managers determine what is working well in their call center processes, and where improvement is needed. But there are many KPIs out there and determining which to prioritize in your Quality Assurance plan can be overwhelming. To help narrow your search, we’ve put together 11 essential contact center KPIs that measure customer satisfaction.
Contact center KPIs are tools that measure the success of a call center operation. They demonstrate if the call center is headed in a good direction in terms of growth and goals and if agents are solving customer issues.
It is more important than ever to prioritize customer service KPIs, especially in today’s digital climate. Because customers can be fickle. One in three customers will abandon a beloved brand after a single bad experience. While 86% of customers are willing to pay more for a service or product in exchange for a better experience. Not only can KPIs help you hit customer service performance standards that will keep customers happy, but they can also help you understand how your call center is performing versus your customers’ expectations.
Remember, customer service metrics matter to the bottom line for businesses.
If you can’t measure it, you can’t improve it. That’s why it is so important to understand what contact center KPIs are, and how to pick the right ones for your call center.
Choosing the right KPIs for your call center can be overwhelming. But staying focused and set on the goals you want to track can help you stay organized. Keep the following tips in mind when selecting your KPIs:
There is a range of KPIs that can help your call center achieve QA success. But some stand out more than others. We have chosen eleven KPIs that specifically measure customer satisfaction, agent performance, and call center performance.
Understanding these customer service KPIs can greatly improve call center processes and customer satisfaction scores. By prioritizing these important KPIs, improving the customer experience will become second nature to your call center now and in the future. To learn more about customer service and QA, check out our How to Improve Call Center Customer Experience and Service eBook, or simply contact us today.