Contact center Key Performance Indicators (KPIs) are used by small to mid-sized businesses and enterprise companies to make better business decisions and improve the customer experience. Also called metrics, KPIs are the measurable values that show just how effective your business is at achieving its goals.
We’ll check out some of the most used service metrics that show how your customer experience teams are performing. Services contact center provide now include inbound and outbound interactions, and these interactions are happening on more digital channels than ever before. Emerging digital channels include chat, messaging apps, text messaging, SMS, and chat bots. While channels are getting more digital, KPIs are still relevant and should be tracked in all segments of the contact center and on all channels that are being utilized.
Not only do supervisors monitor teams of agents, but they are also checking the performance of the services that their contact center offers. Real-time dashboards and wallboards provide a broad view of:
- Status: Where are the customers now—in IVR, on hold, waiting, being helped?
- Abandonment: How many interactions were abandoned or dropped?
- Dropped calls/chats: How many interactions were dropped, and why?
- What’s in the queue: How many customers are waiting to be helped?
- Service level: How many calls and interactions have been accepted and handled today?
Keep in mind that you can track the nitty gritty of things by showing very granular metrics–if you want–and there may be dozens of service KPIs available in your contact center software.
The following are generally the most used and most basic of metrics that show where your customers are in your service offerings.
- Name – The name of the service. This may seem obvious, but it’s not when you’re monitoring three or more simultaneously.
- SLA – For voice services, SLA is the percentage of calls answered before the threshold time calculated over the most recent 20 calls. For email, it’s the percentage of emails replied to within the predefined service level threshold.
- Waiting – How many customers are waiting to be helped for the given service.
- Max Wait – The longest amount of time that the customer could wait before being helped.
- In IVR – How many customers are in the IVR for self-service.
- Queued – The number of customer interactions waiting to be connected to an agent.
- Handled – The number of customer interactions that have been handled for the service.
- Active – The active users (agents) handling interactions for the service.
- Logged In – The number of agents logged in to your contact center.
- Busy – How many agents are busy helping customers.
When you work in customer service, it’s safe to assume that people are calling, texting, emailing, and chatting with you not because they want to, but because they need to. Assuming that they are already having a bad day, it is important to try your best not to make it worse, by ensuring that the service provided is great. By utilizing effective metrics, you can ensure that your contact center is running quickly and efficiently, delivering great customer service while empowering agents.
Service metrics provide detailed information about how your team’s customer service handling is impacting the customer. Especially on Bright Pattern’s platform, metrics provide detailed information on the services you provide on all channels. Ultimately, the quality of your services is directly related to customer satisfaction. Supervisors who see the number of customers waiting in-queue rising higher than the number of logged-in, available agents to help them, can see that some adjustments need to be made as soon as possible.
Insight-Driven Contact Center
KPIs provide the insights you need for improving agent engagement and elevating the customer experience. The customer experience hinges on empowering agents with the right training, tools, and service model. Bright Pattern’s omnichannel contact center software helps empower agents with unique tools that facilitate better conversations, boost agent performance, and deliver higher returns in customer satisfaction and agent engagement. Bright Pattern allows your contact center to monitor 100% of all interactions on all channels with Omni QM technology, making your contact center an insight-driven operation. Having a unified and powerful Agent Desktop that displays important KPIs helps to keep supervisors focused on teams and agents focused on customers.
Learn more about how contact center KPIs, and call center insights can empower agents and boost contact center efficiency and productivity by checking out our quality management capabilities.