Top 5 essential customer service metrics to keep track of

Being an agent is almost like being a performer in a circus or a show, whether it is performing trapeze acts or juggling spinning balls or walking a tightrope — it takes concentration, coordination and vigour to keep everything running effortlessly, all the while keeping your audience happy. 

The demands of customers have escalated to twice the amount of what they used to be. With VOIZ, most organizations can now have the ability to reimagine hiring and working from anywhere as it is now an achievable possibility. So agents have the advantage of working from their zones of comfort and creating waves of emoting, interaction and resolution for their customers. While the need to provide seamless customer service is always the end goal, it is always wise to keep a track of the top metrics and KPIs that have to be followed to keep your customers loyal and hooked to the brand.

The following metrics are essential for agents to consistently keep track of, to create diverse and exceptional customer-centric experiences.

  • CSAT Score
    CSAT is a measure of customer sentiment that is used in organizations to enable them to understand how customers respond to their services and products. It is one of the most intuitive of the customer satisfaction surveys that analyzes the ‘here and now’ aspect of a customer’s contact with the business. It primarily calculates a customer’s overall satisfaction with an encounter, purchase, or business. 
    A CSAT survey is essentially quick and easy to implement as it gathers information about the customer’s experience. After an interaction, customers are asked to rate their level of satisfaction, on a standard scale with numerical metrics or metrics ranging from ‘very satisfied’ to ‘not satisfied at all’. The range and metrics option are up to the company to decide how they want to calculate their analysis. To sum it up, CSAT is the ideal way to capture feedback at the height of customer engagement and interaction. 
  • Abandon Rate 
    Abandon rate refers to the number of incoming callers that waited to get connected with an agent but ended communicating before getting in touch or before the call got transferred. The agent may have been handling too many calls due to which the system was not able to connect the agent with the customer. This is an essential part of the customer journey and the cause of abandonment needs to be addressed as the solution for additional staffing can be taken off as VOIZ has plenty of agents to choose from.
  • Average Wait Time
    Average wait time tracks the number of time customers spend waiting to get connected with an agent. This reflects more on the volume of calls the project gets and the ability of the company to equip the project with the right amount of agents that can handle these calls. If an agent addresses a reasonable number of calls per day that he/she can handle, then the average wait time reduces and customer satisfaction rises! 
  • First Call Resolution

How often are agents able to resolve customer complaints in the first call? By tracking resolution based on first call fulfilment, affirms that agents are satisfying customers in the shortest amount of time, cancelling out the need for follow-up and driving down the volume of incoming calls.

  • Agent Attrition Rate
    Agent attrition rate or turnover is described as the percentage of agents leaving a particular project or business within a period. It is calculated by dividing the number of agents leaving the company by the average number of customer support staff working in the business or contact centre. Although agent turnover is a common phenomenon, if the rate of attrition is high then it can be extremely expensive for an organization to select, hire, train and retain these new agents.

To sum it up:

Service Quality in customer satisfaction is above all else. Projects running at VOIZ leverage the performance-based dashboard that is actionable and in real-time. CSAT is a widely used measurement at VOIZ to constantly be aware of agent performance. This CSAT scoring stems from customer satisfaction surveys that record customer experience at a particular point. This helps the agent and the company to track the customer journey and the efficiency of the agents as well. By keeping track of these metrics, companies and agents can find unique and definitive methods of cementing loyalty and preventing churn.

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