Operational metrics like call containment rates and average handle time (AHT) are commonly used as key performance indicators in contact centers, but these metrics mislead managers from the business goal of increasing customer satisfaction.
These indirect metrics mask problems that cause customers continued frustration, and contact center managers risk making decisions that could actually worsen the experience.
Task Completion Rate (TCR), is a metric that promotes caller success to provide a true indication of application performance that reflects the quality of the customer experience. Executives and managers can quickly understand whether the current IVR maximizes caller success and identify IVR improvements which minimize the resources needed to achieve caller success.
On a July 13th webcast, Measuring Customer Experience: New metrics for the contact center, Microsoft and Ovum will share how companies have used this metric to identify and prioritize improvements in the caller experience, and also to quantify the ROI of those improvements to demonstrate progress toward the business goals of the contact center.