5 Key Customer Service Metrics for Contact Centers in 2010

Posted by Omar Zaibak on August 30, 2010 · Leave a Comment

Today’s customer service and contact center managers are expected to perform an extraordinary feat – improve customer satisfaction while lowering support costs. Selecting the appropriate customer service metrics to benchmark against is an important step and can mean the difference between success and failure. But with hundreds of metrics available, which ones should be focused on?

Read about the 5  Customer Service Metrics you should be using.

1. First Call Resolution Rate
First call resolution (FCR) occurs when an inbound customer inquiry is resolved at the first point of contact. It is the most commonly used and important metrics for contact centers. Driving a higher FCR reduces support costs, improves the customer and agent experience, and lowers agent turnover rates. If you have not done so already, implement a knowledge base in your contact center. It is a proven way to increase first call resolution.

2. Time to Resolution
Time to resolution measures the total time it takes for an issue to get resolved. This metric impacts customer satisfaction levels and support center costs. Faster issue time to resolution results in reduced agent headcount and happier customers. To lower resolution times ensure you have deployed a knowledge base to provide all support agents with immediate access to solutions. Automating the issue resolution escalation process with workflow management rules ensures your target service levels are always achieved.

3. Customer Satisfaction
Customer satisfaction levels are a great way to measure how well your customer service initiatives are being met. Ensure you have processes in place to measure satisfaction across all communication channels. Understanding the underlying factors affecting your customer satisfaction rates is a critical step in keeping them high.

4. Agent Utilization
Agent utilization is another contact center metric with a significant impact on support costs. Aim for an agent utilization rate of no more than 85%. Going above this level will increase your agent turnover, burdening you with additional agent hiring and training costs.

5. Agent Turnover
The demanding and fast-paced environment of contact centers results in high agent turnover rates averaging 30%-40% annually. Replacing these agents represents a significant cost to the contact center. A look at some of the most successful contact centers shows much lower turnover rates over about 10%. Not surprisingly, their agents tend to be happier and more satisfied with their jobs.

How can you lower agent turnover?

• Hire the right people
• Ensure your agent software is intuitive and easy to use
• Avoid overworking your agents (utilization rate no more than 85%)
• Create an enjoyable and supportive environment.

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Tags: contact center, customer satisfaction, customer service, customer support

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