Must Measure Kpis To Assure High Customer Satisfaction

By Author: Mike
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Improving customer satisfaction is one of the major goals of businesses. The companies hire the best tools and buy the best call center solutions to deliver an excellent customer experience. Using the best call center software is not enough. Businesses need more than that and a contact center solution with excellent report features helps here as well.

Businesses focusing on customer experience have to focus on measuring the success and failure metrics to lead further efforts. The best call center software succeeds in doing that with its excellent reporting features. You can measure the major KPIs (Key Performance Indicators) related to customer satisfaction to make and run a better customer service strategy.
Must Measure KPIs

CSAT

CSAT stands for customer satisfaction. It shows the customer satisfaction ratio. It is clearly one of the most necessary KPIs to measure for customer experience centers. It shows the overall satisfaction rate of customers.

FCR

FCR stands for first call resolution. As businesses have started using omnichannel contact center solutions along with a single ...
... channel call center solution, the FCR stands for first contact resolution. In a call center, if your customers receive the resolution to their concerns and queries within the first call, then it is called first call resolution or first contact resolution. It also increases the CSAT rate as customers don’t need to connect back to the agent or call back to the support centers.

Average call hold time

This customer experience KPI indicates how easy your call center solution is to use for your agents and how easily they can fetch the required information. If it is too complicated, customers are likely to stay on hold for a longer period of time. The average call hold time has to be reduced to improve customer experience.

Using an easy to use and feature rich call center solution can contribute to reducing average call hold time. Moreover, you can also use added tools such as call center CRM integration to reduce the time agents need to spend to find the required response for customers to reduce average call hold time.

Average call abandoned rate

Call abandoned rate in other words indicates way too long call queues. Customers are likely to leave the call queues if it takes more than 3 to 5 minutes for them to connect with an agent. You can improve the menus of IVR to provide the best responses to clients without any requirement to have agents on the call. You can also hire more agents and increase the number of seats of on-premise or cloud contact center solutions to reduce the average call abandoned rate.

Average call duration

Average call duration indicates the total time of the call, including talk time and call hold time. Too short call duration and too long call duration, both have a negative impact on customer experience and satisfaction and both have to be handled efficiently.

These are the top KPIs that a call center must measure to focus on the results of their efforts to improve customer satisfaction. This information also helps in improving client satisfaction with constant efforts.

For more information visit https://www.elisiontec.com/contact-center-solution/