Call Centre Metrics in the New World

Call Centre Metrics in the New World

Quality Scores. First Call Resolution. Service Level. Average Handling Time. Right Party Connect.

There are many very important call centre metrics to give you an idea on volume- of hours, of calls, of waiting time. If you track your call centre against these you can make sure that for every hour, you are servicing the maximum number of calls, which are resolved as quickly as possible. Sounds good, right?

Customers in this day and age want quality service and solutions offered to them in real time. They want a personalised experience that they can tell their friends about. They probably interact with your brand in many ways, so they feel like they know you- so you’d better know them too. It’s time to re-think your call centre metrics to fit into this New World of customer expectations. If your customers don’t leave each interaction feeling good about your brand, even if their issue has been resolved, it doesn’t count for much.

Also! Because we all have to read, a lot, every day of our working lives, I’ve created a cool little picture to show you the shift in thinking when it comes to call centre metrics. Feel free to print it and stick it on your wall, send to your mates. Or not. Whatever works.

Call Centre Metrics in the New World

 

Flickr cc:tellafotomedia