Analytics reporting systems churn out a ton of data for contact centers to work with. Having all of that information at your disposal can sometimes be a hindrance, though, particularly if you don’t know what to look for. Relevant data should never go under-utilized because less important analytics are in the way.
What is the Real Potential of Contact Center Data?
The data with the most potential will help the contact center take the pulse of their own performance and compare it to that of their competitors. It will help create new performance goals to work toward. It will also identify any gaps that need to be filled and weaknesses that need to be fixed.
Which Key Performance Indicators (KPIs) Should We Track?
Contact centers have the ability to track upwards of 25 metrics at a time. Without being diligent about which metrics will genuinely make a difference, quantity can easily trump quality. Here are three KPIs that matter for practically every contact center:
- Customer Satisfaction
Customer Satisfaction is an excellent barometer for determining how well a contact center is doing. A Customer Satisfaction survey can find out why a customer may be dissatisfied, giving the contact center the opportunity to fix any recurring problems. Customer Satisfaction analytics are also affected by several other metrics, including Call Quality and Handle Time.
- First Contact Resolution (FCR)
FCR is another big influencer on Customer Satisfaction. Often, when Customer Satisfaction scores are too low, improving FCR could solve a large part of the problem. Offering incentives to agents, improving training programs and developing helpful knowledge bases may all improve FCR.
- Agent Satisfaction
When agents’ needs are being met, there is less absenteeism and turnover, plus higher rates of FCR. This also positively affects customer satisfaction. Aim to measure Agent Satisfaction twice a year and to mentor and train employees whenever the data deems it necessary.
Putting it All Together
Knowing which data is important will help you answer the most important question: how well is your contact center performing? The Aggregate Service Desk Performance metric grades a contact center’s overall performance. By combining data from the other KPIs, a combined score is determined. While each important KPI should be monitored separately, the aggregate score is a good all-inclusive metric for learning if the contact center’s performance is rising or dropping over time.