Top 5 Customer Experience Metrics Your Call Center Must Be Monitoring

By Author: Mike
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The customer experience has been one of the most important factors in the majority of call centers. This is the reason many call centers use the best contact center software and hire extremely talented agents to deliver the best in the industry experience to their customers.

Along with using the best call center solution, businesses must also focus on the strategy of delivering an exceptional customer experience. One of the most important parts of this strategy is to define and monitor key performance indicators (KPIs). Monitoring KPIs can help in measuring the effectiveness of efforts you put in and ways to improve the efforts to increase returns over investment (ROI).

One of the major benefits of using the best call center software solution is that you can monitor all major KPIs using the reports section. Now, as you know where you can find the major KPIs, here is the list of top customer experience KPIs that you must monitor using your call center solution.

1. First contact resolution (FCR)
This is the most important KPI and always secures the first position in the customer experience KPI list. ...
... Traditionally, FCR used to stand for first call resolution, which means the rate of customers that received the resolution of their concerns within the first call. As omnichannel call center solutions are gaining a lot of popularity, FCR now stands for First Contact Resolution. It indicates how many customers received resolution within the first contact.

2. Call waiting time
If the value of this KPI is low, then it means you are delivering an excellent customer experience. Longer call queues and lack of training can result in higher call waiting times. It is necessary to focus on reducing call waiting time.

3. Call hold time
Often, agents put customer calls on hold while retrieving information. This can increase impatience and frustration in clients. Thus, it is necessary to work on this KPI if you really want to improve customer satisfaction. There are some tips that can help you reduce call hold time:

• Use the best and easy to use call center solution
• Provide the required training to agents
• Invest in call center CRM integration so agents don’t need to go back and forth between a call center solution and a CRM system

4. Average call duration
Your call duration also reflects how better or worse your customer service and experience are. If your average call duration value is too low, then none of your clients are receiving first call resolution. On the other hand, if the value is too high, then it means the call waiting time and call queues would be very high.

5. Customer satisfaction (CSAT)
Your customers will speak the truth that you may like or would never want to hear. But, it is necessary to know whether your customers are actually satisfied with your services or not. CSAT is one of the most important KPIs that you must monitor if you are aiming to deliver an exceptional customer experience.

These are the top 5 customer experience metrics that all call centers must monitor if they focus on improved client satisfaction.

For more information visit https://www.elisiontec.com/contact-center-solution