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Article : 15 KPIs Every Call Center Manager Should Track in Service Cloud

Author: Elena Arretche, Product Marketer at PhoneIQ

Call Center KPIs are essential metrics that every contact center manager needs to track and measure to ensure the performance of their contact center. Call Center managers' ultimate goal is to drive their call center operation to success. This can only be achieved if 3 key pillars are aligned and working in tandem to feed one another: Customer experience, agent efficiency, and the overall call center performance.

To drive operational excellence, call centers need to mix great talent with great tools. With the acceleration of digital transformation during COVID-19, many companies have decided to switch to cloud based solutions that enable instant scalability, remote work and advanced features that align with the new way of doing business.


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Pairing Service Cloud with VoIP telephony, or a CTI solution, is a great way to effectively manage and process a large number of cases at scale while maintaining every interaction recorded on your CRM and deliver a high level of customer satisfaction.

If your goal is to manage an efficient, successful and data-driven call center, here are 15 useful KPIs every call center manager should track in Service Cloud to achieve operational excellence.

 

CUSTOMER EXPERIENCE

First and foremost, call centers need to assess how effectively they're helping customers. The goal is to deliver memorable customer experiences and successful resolutions. Here are 5 customer experience KPIs that can make or break your customer loyalty.

1. CSAT (Customer Satisfaction score)

As its name suggests, this indicator measures how happy your clients are with the support you provide them with. Conducting customer surveys is the standard practice to get continuous feedback and enable the definition of client-centered updates on an ongoing basis. Companies usually set CSAT goals and follow them very closely, as any variations suggest an opportunity for improvement.

Customer Satisfaction Score (CSAT) = (Total number of positive responses/Total number of responses) x100.

This will result in your CSAT percent.

2. Net Promoter Score(R) (NPS(R))

NPS measures customer loyalty by asking clients to rate how likely they are to recommend your company. Clients responding 9-10 out of 10 are considered promoters, as they are very likely to recommend your company and to repeat their purchase in the future. Hence, they represent a great upselling opportunity. Clients who give scores ranging between 1 and 6 are detractors, customers who can damage your brand and require you to take palliative actions. Those who respond with a 7 or an 8 are called passive, satisfied clients who aren't likely to mention your company at all. Though passive respondents tend to be neglected, they actually hold an unpredictable disposition to become either a promoter or a tragic detractor.

To calculate NPS, sort out what share of your surveyed clients are detractors, passives, and promoters. If they represent 10%, 50% and 40% respectively, your Net Promoter Score (40% Promoters - 10% Detractors) = 30.

Quick and easy to calculate, the net promoter score is extremely useful for predicting growth and evaluating your competitiveness according to the market's parameters. Companies aim to have a relatively high NPS in the contact center sector, typically around 50.

3. First Contact Resolution (FCR)

As its name suggests, this indicator shows the percentage of calls in which agents can solve client inquiries in a single contact without needing to transfer, escalate or even return the call.

First Contact Resolution (FCR) = (Total calls resolved on first attempt/total calls received) x100

While being able to solve your clients' problems ASAP is closely linked to customer satisfaction, not being able to do so can increase churn and impact CSAT and NPS scores. The potential negative consequences of having a bad FCR make it crucial to monitor and strive towards problem resolution consistently. Typically, the market benchmark for FCR falls between 70% and 75%.

 

4. Call abandonment rate

Per definition, the Abandonment rate is the percentage of clients that hang up their call before they are connected to an agent. There are endless reasons why a customer would hang up, but it's a call center manager's responsibility to ensure that operations run as smoothly as possible.

Call Abandonment Rate = (Total abandoned calls/Total calls received) x100

One very important feature is to have the ability to configure a short abandoned call threshold. This is defined as a threshold in seconds, in which a call won’t be considered as abandoned. E.g.: If your short abandoned call threshold is set to 10 seconds, calls that enter the ACD Queue and are hanged up by the caller within the first 10 seconds will not count against the call abandonment rate. This is important in order to account for things like misdials.

This customer focused indicator is influenced by many others, such as service level, the average speed to answer, scheduling adherence, occupancy rate, after-call work, contact duration, customer satisfaction, and the aforementioned first call resolution rate. As an industry standard, a reasonable abandonment rate ranges between 5% - 8%, and you should keep an eye on this metric; making sure customers coming to you for help aren't leaving empty-handed.

 

5. Customer Attrition Rate (CAR)

Customer acquisition is undeniably more expensive and time-consuming than building stronger bonds with your current client base. Win-win is the basis of brand loyalty. Opposite to Customer Retention, Customer Attrition or Churn reveals the rate at which your clients stop doing business with your company.

Customer Attrition Rate (CAR)= (Total client base at period A - Total client base at A / Total client base at period B

It's expressed as the percentage of clients who discontinue their contract in a period of time. Call center managers aiming to grow their client base must make sure the expansion in terms of new clients exceeds the attrition rate.

AGENT EFFICIENCY

The second pillar for a successful call center operation is agent efficiency. This is basically the handle time it takes on average to successfully resolve an interaction. Some strategies to achieve these improvements include: efficiently routing calls to the right agent, enabling CRM screen pop with relevant customer information, automated case creation and interaction logging. To increase agent productivity, leading call center managers track the following 5 KPIs relentlessly.

 

6. Adherence to Schedule

This metric reflects the percentage of time agents are available to take calls during their shift. Maximizing adherence to schedule implies collecting calls fast and minimizing time in between calls.

Schedule adherence puts call center performance at stake because low adherence rates can result in poor customer service if agents are unavailable.

Adherence to schedule = (Total available agent time / Total time in an agent's work schedule) x 100.

Monitoring this score can shed some light on individual agent performance over time, help your call center identify optimization opportunities, and support new agents' learning curves. The standard call center industry benchmark suggests agent adherence to schedule should never be less than 85%.

7. Agent utilization score

A closely related metric to adherence to schedule is the agent utilization score. This KPI indicates the average percentage of time an agent spends handling calls per working day. It is a great way to measure individual and team efficiency, the work produced divided by work capacity.

Agent Utilization score = (Total time in call handling / Total time agent is scheduled to work) x 100

This equation includes the hours in a shift, restroom and lunch breaks, paid holidays or medical leave, and training activities, among others. Bear in mind that low utilization rates mean an increased cost per agent. Contrary to this, high rates of agent utilization mean an efficient cost structure with a lower cost per agent.

8. Average Speed to Answer

Average speed to answer is a metric that tracks the average amount of time it takes an agent to answer an inbound call after it’s presented to them. The Abandonment rate is inversely related to how fast your agents answer calls. This is why call center managers are keen on reward agent agility. Identifying an average target speed to answer helps motivate agents to go the extra mile and be accessible to their customers while assisting managers to assess their team's performance and detect the need to expand their workforce.

Average Speed to Answer = Total waiting time before call is handled / Total calls handled

According to call center standards, the average speed to answer should follow the 80/20 rule, which means 80% of calls should be answered within 20 seconds.

 

9. Average After Call Work (ACW) Time

The great value that lies in Service Cloud is that it helps companies provide an amazing customer experience by empowering agents with quick access to up-to-date customer information on every interaction. After call work is a key component of this process, enabling contact centers to capture valuable information about each interaction like agent comments, tags, disposition codes, call purpose, caller mood and more. Having an integrated solution that automates the logging process of this information in Salesforce will inevitably improve this metric.

Average After-call work time = Total time spent on after-call work / Total number of calls handled

Industry average ACW time ranges between 60 -120 seconds. If the KPI is over this threshold, it might mean you need to work on efficiency. Start by taking a look at how you can streamline this process with disposition codes and notes, embracing automation. Many call centers have shown that by implementing Salesforce call routing, they can make a smarter, more efficient call distribution so the best qualified available agent will take the incoming calls. This will help reduce the After call work time and ultimately, average handle time.

 

10. Average handle time

Average handle time is a metric that tracks the total duration of an interaction between a customer and an agent. Starting from the moment an agent picked up the call, it includes everything until the call is completed, plus the after call work time. It's a great KPI to track an and compare individual agent performance.

66% of customers prefer calling support over the phone if they have inquiries or issues.

An increased AHT means higher cost per contact, so call center managers should always strive to reduce average handle time. Even if a manager achieves a 10-second reduction per call, when multiplied by the number of calls processed each year, it can represent significant savings. Increasing performance in AHT can be achieved by agent training and using a platform that leverages screen pop, automated call logging, agent scripting, smart routing, and more that help agents streamline support and deliver a great customer experience.

Though average handle time varies from one industry to another, these are some industry specific AHT benchmarks:

Average Handle Time (AHT) = Total time spent on an active call + Total time spent on after call work / Total number of calls handled

The average handle time correlates directly with the complexity of the inquiry. Managers usually find features like call monitoring, whisper, and barge very useful for training and coaching purposes.

CALL CENTER EFFICIENCY

Call center efficiency boils down to optimizing operational costs without sacrificing customer satisfaction. Call center managers face constant challenges that threaten their overall efficiency. These top 5 KPIs will help managers keep a pulse of their Call Center’s Efficiency.

11. Total calls per agent

It goes without saying that this KPI needs to be complemented with others to provide further context. Nonetheless, the number of incoming or outgoing calls will determine how busy or idle your agents' shifts are. Sudden changes in demand can cause call abandonment if agents aren't able to answer calls fast enough.

 

12. Service level

The Service Level KPI is one of the most important and commonly used to track inbound performance. It shows the percentage of calls answered within a preconfigured time threshold, usually configured in seconds. Think of this as a target max time threshold to answer inbound calls. As an example, a call center manager might set a goal to answer 90% of calls within 30 seconds or less.

Service level = Number of call answered within the 30s threshold / Total inbound calls x 100

Since this is one of the most important KPIs, this metric is usually displayed to managers and agents in real time.

13. Percentage of calls blocked

A call center’s goal is to be a valuable resource for customers that need to connect with a live agent, so the percentage of calls blocked due to agent unavailability, queue misconfiguration or calls being routed directly to voicemail are a few examples of cases where inbound calls get blocked.

The percentage of calls blocked or call timeout is a crucial indicator for any call center as it will showcase the amount of customers that tried to connect but ultimately were unable due to inefficiencies in the call center.

14. Peak hour traffic

Every call center manager needs to track and understand call volume by time of day to spot the hours of peak inbound call traffic. This indicator will help plan schedules, staffing needs, breaks and more. A bad forecast will lead to blocked calls and call abandonment rate spikes.

15. Cost per call (CPC)

An increasingly competitive market, coupled with higher salaries and benefits, makes cost efficiency a first order of business. This indicator shows the impact of each call on your bottom line.

Cost per call (CPC) = agent's salary and benefits for period A / Number of calls handled by the agent in period A.

There are many strategies deployed by call center managers to reduce cost per call. But ultimately, every strategy that increases the overall time an agent spends on the phone and call volume during a shift will lead to a better cost per call. Cloud based call center platforms that automate outbound dialing, inbound call distribution and provide the right indicators to management will be the single biggest contributor to a more efficient CPC.

Key conclusions

Call center managers should focus on choosing the right technology platforms for their call center operation, and pair these with the right staff and training.

Once these things are set in place, relentlessly tracking these 15 KPIs both in real-time and on a monthly basis will ensure the operation runs smoothly, efficiently and delivers an impactful customer experience.

 

Written by Elena Arretche, Product Marketer at PhoneIQ

Source: https://www.phoneiq.co/blog/15-kpis-every-salesforce-call-center-manager-should-track-in-service-cloud


About PhoneIQ:
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Today's Tip of the Day - Customers Wary Of Fraud Calls

Read today's tip or listen to it on podcast.

Published: Friday, September 17, 2021

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2021 Buyers Guide Omnichannel

Page: 12
1.) 
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CardBoard
This real-time walldisplay is able to show every form of contact in a clear wallboard, with the necessary KPI’s per channel; like phone, chat, etc.

2.) 
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Noble Contact Center
Truly unified omnichannel operations. Your customers have growing expectations about how and when they want to interact with you. The noble contact centre suite helps you seamlessly communicate with your customers, no matter which channel(s) they prefer. Noble helps you optimise agent activity and improve the efficiency of customer interactions with our unified omnichannel solutions. Seamlessly manage communications over a variety of voice and non-voice channels including voice, email, sms text, web chat and social media. Simultaneously manage inbound and outbound communications without having to log in and out of programs. And combine all channels on a single platform to improve contact centre efficiency and profitability.

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Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

4.) 
Call Tracking Metrics

Today’s customers aren’t always willing to pick up the phone to talk to a business, which is why an omnichannel communications strategy is essential. Because our software tracks chats, texts, and form submissions in addition to calls, we make it easy for you to interact with customers in their preferred method of communication. Take your strategy to the next level by utilizing our automated tools which can generate instant communications back to your customers as soon as they contact you.



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CCT Solutions

CCT ContactPro
ContactPro empowers agents to efficiently serve customers in today's demanding world of Omni-Channel communication. The state-of-the-art technology solution helps contact centers to leverage their existing Avaya infrastructure while decreasing contact center costs and increasing customer satisfaction.

With a strong focus on Omni-Channel functionality ContactPro defines a new method for integrated traditional voice contacts, emails, fax and documents with modern web and smartphone communication for any WebRTC, chat, assistant browsing and file sharing, online presence, SMS/IM (text) and social media activities. Additionally, the web supervisor functions provide simple reporting and full me...
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6.) 
Comm100 Network Corporation

Comm100
The Comm100 omnichannel customer experience platform powers real-time interactions via web, mobile, and messaging. We make it easy for organizations to answer questions, solve problems, and keep customers happy.

From front-line marketing and sales to ongoing service and support, Comm100 enables great digital experiences that drive revenue without increasing costs.

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ComSys S.A.

CFront for Digital Communication Channels
CFront by Comsys is a state-of-the-art application that enriches contact centers with digital communication and collaboration capabilities. CFront is natively compatible with Aspect Unified IP and Cisco Unified Contact Center (UCCE/UCCX) platforms and connects them with all the major communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspe...
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8.) 
Consilium Software

Consilium UniVCX™
You may have seen the meme going around that captures what tipped the balance towards digital. The questionnaire asks, “who is driving your digital transformation?” After “CEO” and “chief digital officer”, the third option is “Covid-19” highlighted with a red circle. The pandemic has been tragic in the toll it has taken on the lives and health of the global population, forcing billions to stay at home. Yet, it has also been a catalyst for change in a bigger way than any event since the last world war. Who would have thought that a bank would lend a new customer a million dollars or more based on a video inspection of the mortgaged property and without any physical paperwork or face-to-face K...
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9.) 
CTCOMM

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10.) 
Eckoh

Eckoh Experience Portal
Cloud-based portal that delivers Eckoh's complete Secure Payment and Customer Engagement solutions. Simply take the solutions you need today and add additional ones as you need them. All from one supplier.

11.) 
eGain Corporation

eGain
eGain omnichannel customer engagement solutions power digital transformation for leading brands.

Guided by AI, knowledge, and connected analytics, eGain’s customer engagement suite enables excellence in digital-first, omnichannel customer engagement across digital self-service, including virtual assistance, messaging, chat, social, and email, seamlessly integrated with voice.

Based on a unified platform, the solution is trusted by blue-chip brands for customer engagement at scale that is effective, efficient, and consistent, while being compliant with best practices and industry regulations.

12.) 
eGain Corporation

eGain Solve
Rated #1 by analysts and trusted by some of the biggest brands in the world, eGain Solve helps businesses design and deliver smart, connected customer journeys across social, mobile, web, and contact centers. You can sell smarter, serve better, and know more.

13.) 
ethosIQ, LLC

Customer Engagement Platform
The Customer Engagment Platform (CEP) collects multichannel interaction and application data from all channels, across multiple systems, providing a single, complete data source for ethosAnalytics to access and display information in useful, usable ways. CEP provides companies with scalable and repeatable software for big data solutions.

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Eudata

Video Advisor
Directly engage customers through an effortless Video chat via your web page or mobile APP with a secure platform. Escalate from an existing chat or create a brand new video conversation, use desktop sharing and co browsing, record and track every step of the customer journey

15.) 
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We help businesses in their administrative and repetitive jobs as a be-fitting virtual assistant service provider. With an objective to reduce in-house burden, save time & money, and regain focus, we show flexibility in working 24/7 for clients with dynamic needs.

16.) 
Hodusoft Pvt. Ltd.

Omnichannel Contact Center Software
"HoduCC" is a comprehensive and consolidated contact center software. It guarantees to provide the best call center software that suits best for all types of call centers. Being one of the top Voice over Internet Protocol (VoIP) solutions providers across the globe, HoduSoft ensures that this contact center software offers intelligence, security, and advanced features.

HoduCC has been designed in a way to make sure that user loyalty is built and the customers’ expectations are accomplished. Doesn’t matter what your business size is, HoduCC is most affordable Contact Center Software for small businesses as well.

HoduCC allows customer support teams to provide personal, productive phone...
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17.) 
ICR Evolution

ICR Evolution
We are omnichannel. We know that your clients want to be able to contact you through any channel, whether it is via telephone, social customer service (WhatsApp, Telegram, social networks), email, self-service, outbound or live chat. That is why we think about each improvement with the omnichannel experience as the main focus. ICR Evolution has been designed to exceed your customers' expectations, offer an excellent and consistent experience across all channels, increase productivity and retain talent in your company. We make it possible thanks to features such as Intelligent Contact Routing, Self-Service with Voice Recognition (IVR), Predictive Dialer, CTI, Scripting and Flow Design Tools, and Omnichannel Communications Management.

18.) 
Ivonesia Solusi Data

Sociomile
Elevate your service quality and experience a seamless and more personalized customer care solution to get a happier customer journey that transforms into loyalty.

19.) 
Lieber & Associates

Omichannel Migration Consulting Services
Lieber & Associates provides technology, management, and operations consulting services to transform departments into omnichannel contact centers. After assessing current operations, the firm delivers a roadmap for testing and implementing technology, metrics, training, and any staffing required to meet omnichannel goals. The firm also advises on programs to migrate customers to the new channels.

20.) 
MightyCall

A premier yet affordable VoIP phone system, working from home—or anywhere—has never been easier than with MightyCall, a no-hardware, no-nonsense solution for SMB.
 
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