Benchmark research carried out by Ventana Research shows that contact center executives and managers are under pressure to provide the best possible customer service while staying within tight operational budgets. At the same time centers are receiving ever more inbound calls and responding to other types of interactions such as email messages and chat sessions. To demonstrate success, managers must improve the key performance metrics on which they are assessed, especially customer satisfaction scores and agent utilization rates.
This increased pressure falls on agents as well, and in the Ventana benchmark poll on agent productivity shows that more than four-fifths of companies recognize they have to improve the performance of agents. It also makes clear that there is dissatisfaction with many aspects of contact centers. Only 70 percent are satisfied or very satisfied with how well agents conform with regulations, and the numbers decline from there: 63 percent are satisfied or very satisfied with customer satisfaction scores, 61 percent with agent turnover rates, 46 percent with first-contact-resolution rates, 43 percent with agent utilization rates and 41 percent with the way agents spend their idle time.
Against this background, many companies are looking to improve the situation: 81 percent say they are taking steps to improve customer satisfaction, 72 percent to improve first-contact- resolution rates, 65 percent agent satisfaction and 37 percent the use of agents’ idle time. However the poll shows that the most frequently used key performance metrics are average call-handing time (78 percent), agent quality assurance scores (69 percent), customer satisfaction scores (61 percent), total call handling time (42 percent), and total after-call work time (40 percent), which indicates that companies and their contact center managers are more driven to achieve efficiency than to improve customer satisfaction. This contradiction between stated drivers and key performance metrics used leads to the conclusion that if companies really want to focus on improving center and agent performance, they need key performance metrics that better reflect overall business goals.
To read more on this subject download the report Insights on Contact Center Agent Productivity, authored by Ventana Research, to access compelling data on targeted utilization, training, coaching and more.