Contact Center KPIs: Are You Setting the Bar High Enough?
As customer habits and expectations continue to evolve, contact centers must keep raising the bar on service quality. Keeping track of service KPIs, such as first call resolution and average call handling time among many others, is one of the best ways to ensure your contact center is up to par — because, as they say, you can’t improve what you can’t measure.
But how do you know if you’re setting the bar high enough? Understanding what customers expect is, of course, one piece of the puzzle. Let’s take a look at some quick facts about how today’s customers define good service.
- 60% of consumers now change their contact channel depending on where they are and what they’re doing.
- 66% of consumers expect a response to a query made on social media on the same day and over 40% expect a response within an hour.
- 49% of customers are put off by having to repeat information to multiple call center agents, and 30 percent would take their business elsewhere for that reason.
- 76% of consumers expect organizations to understand their individual needs; 81% of consumers demand improved response time and 68% anticipate organizations will harmonize consumer experiences.
- On average, customers are willing to hold for up to 11 minutes before hanging up.
- 77% of US online adults say that valuing their time is the most important thing a business can do to provide them with good customer service.
- 68% of millennials demand an integrated, seamless experience, regardless of channel.
- 60% of consumers favor a balance of price and service and will not tolerate bad customer service in exchange for a cheap deal.
It’s also important to know if your contact center is meeting the industry standards – and where it falls short. Our upcoming webinar, “How Does your Contact Center Stack Up?” will offer insight on this very topic.
Virtual panelists, Kate Leggett, Vice President of Principal Analyst Serving Application Development and Delivery Professionals at Forrester; and Scott Gluck, RVP of Sales Engineering at NewVoiceMedia, will clue you into the industry benchmarks that every call center is aiming to enhance. They’ll also discuss how other contact centers are achieving these benchmarks, and best practices for how yours can hit industry rates, or better yet, knock your KPIs out of the park.
There’s still time to register, so we hope you’ll join us this Thursday, May 25.