Key Metrics for Measuring Omni channel Contact Center Success
TelerainUSA
To evaluate the effectiveness of your omni channel contact center, it's essential to track and analyze key performance indicators (KPIs). Here are some critical metrics to consider:
Customer Satisfaction Metrics
● Customer Satisfaction (CSAT) Score: Measures overall customer satisfaction with the service provided.
● Net Promoter Score (NPS): Gauges customer loyalty and willingness to recommend your business.
● First Contact Resolution (FCR): Measures the percentage of customer inquiries resolved on the first contact.
● Average Handling Time (AHT): Tracks the average time it takes to resolve a customer issue.
Agent Performance Metrics
● Agent Occupancy Rate: Measures the percentage of time agents are actively handling calls or chats.
● Average Wrap-Up Time: Tracks the time it takes agents to complete tasks after a call or interaction.
● Adherence to Scripts: Measures the extent to which agents follow pre-defined scripts.
● Agent Turnover Rate: Monitors agent attrition and identifies potential issues.
Channel Utilization Metrics
● Channel Usage: Tracks the distribution of customer interactions across different channels.
● Channel Satisfaction: Measures customer satisfaction with each channel.
● Channel Efficiency: Analyzes the efficiency of each channel in resolving customer issues.
Omni channel Effectiveness Metrics
● Customer Journey Time: Measures the total time it takes for a customer to resolve an issue or complete a transaction across multiple channels.
● Channel Switching: Tracks the frequency of customers switching between channels during an interaction.
● Customer Effort Score (CES): Measures the perceived effort required by customers to resolve their issues.
Operational Efficiency Metrics
● First Time Contact Resolution (FTCR): Measures the percentage of customer issues resolved on the first interaction, regardless of channel.
● Average Wait Time: Tracks the average time customers wait before being connected to an agent.
● Abandoned Call Rate: Measures the percentage of calls that are abandoned before being answered.
By tracking and analyzing these metrics, you can gain valuable insights into the performance of your omni channel contact center and identify areas for improvement. This data-driven approach will help you optimize your operations, enhance customer satisfaction, and achieve your business objectives.
