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Article : How Do You Measure Customer Service Levels?

Over the years, companies have devised ways to measure just about everything that goes on in Contact Centers. Each little piece of data is considered important in its own way. But how do companies measure the levels of service they give?

Mike Boyle
United Kingdom

"There needs to be a mix of methods within a continuous quality improvement programme. Certainly, offering a post call, preferably automated, brief customer survey can be useful to obtain customer feedback."

Regina Ceryak
Director, Technical Operations
Resolute Partners
United States

"Customer retention. Everyons prices are dropping, how do you get your customers to stay is important."

Debbie Cote
Assistant Vice President
United States

"Customer Loyalty measures and employee engagement measures should be used to gauge the effectiveness of service. As an example, we have moved past the typical "calls per hour" metric and only focus on measuring "after call work", or the time after the customer disconnects for the representative to wrap up the call. This places focus on the valuable time with the customer where we have the opportunity to educate them to drive self-service, or engage them in discussions that drive revenue opportunities."
About MassMutual

Founded in 1851, MassMutual is a mutual life insurance company that is run for the benefit of its members and participating policyholders. The company has a long history of financial strength and stro... (read more)
Ginny Taylor
Reservations Trainer
Vacation Resorts International
United States

"Not just with the bottom line. It;s critical to retain existing customers, so you've got to give them what they need, in a way that shows how much you value them."
About Vacation Resorts International

Vacation Resorts International is one of the USA's independent timeshare resort management firms. For more than two decades, VRI has provided professional management and marketing services to resorts... (read more)
Victor Verastegui
Corporate Vice President
New York Life
United States

"In order to succeed, all contact centers must measure the levels of service they deliver to their customers, for all channels. It is imperative to utilize tools that capture service quality, customer feedback, and customer satisfaction within the contact center. Quality monitoring of phone calls will provide consistency, accuracy and compliance to customers while providing individual CSR development programs. Collecting customer feedback on processes, products and service further provide ongoing opportunities to enhance service delivery. Surveys are a necessary way to collect customer feedback and establish loyalty, first call resolution and agent satisfaction. As customer expectations trend or change, you must be prepared to act."
About New York Life

For more than 165 years, New York Life Insurance Company's unwavering financial strength and time-tested investment strategies have provided consistent value and solid financial protection for our cli... (read more)
Karen McLoughlin
Resource Planning Manager
Tiscali Uk, Ltd.

"by customer satisfaction"

Heather Reid
Regional Manager

"I believe it should be measured on two factors - first,have they created increased revenue for the client; secondly, on follow-up customer calls."
About Cloud5

Cloud5 is hospitality’s communications technology & services provider. Its two business units serve the needs of hotels from global brands and independents to management companies. Cloud5 Technology S... (read more)
Rick Boykin
VANIR Consulting LLC Principal
Vanir Consulting
United States

"First and foremost is to determine what is important to the customer. Too many organizations create what they believe are the right metrics for service level. An example from my experience 15 years ago. We had developed a CSR quality measurement form based on what the management team though was good quality service. However as I monitored one call I found that based on the form I graded the CSR in the low 80s but I could hear the complete satisfaction of the caller. From that point forwarded we focused more of the quality rating on the customer's satisfaction level than whether or not the CSR performed in a more rigid structured environment."
About Vanir Consulting

VANIR CONSULTING was founded in 2002 by Rick Boykin, Principal. VANIR CONSULTING'S vision is to provide contact center expertise to assist your company in delivering the most cost efficient and effect... (read more)
Bob Friedman
Senior Consultant
United States

"The basic metrics still have value and hold true, like retention for loyalty customers, first call resolution for service related issues. Today's customer however demands more, self-service web and IVR options, ease of access and use of the web and IVR services, a live voice when they decide that they want to talk to someone. If you are not customer centric, you will not be in business long. Every phase of the customer lifecycle has different service and support requriements, customer input and feedback is critical to the design of the services to be offered. The more you integrate your customer into your network of resources, tools, services, and support, the less likely/more difficult it is for the customer to go to a competitor."
About ISG-One

ISG supports private and public sector organizations to transform and optimize their operational environments through research, benchmarking, consulting and managed services, with a focus on informati... (read more)
Shah Hamdani
Elevator Controls Corp
United States

"Not just the number of calls handled or dropped but by the customers who continue to be use the product and provide positive feedback in the support they recieve."
About Elevator Controls Corp

provide customer service and technical support in setting up, adjusting, and troubleshooting elevator systems world wide.
Armando Viegas
Director, Gen5 Networks, Cara

"Customer service must be always measured by the level of satisfaction that we are providing those calling us. To provide great service our associates have to be empowred to make decisions and keep on increasing their individual FCR. Our associates have to be prepared to stay longer on call, if so required. Organizations must be prepared to invest on offering fair resolutions, which our associates can pass to our customers without having to me negotiating with them on the telephones. Always keep in mind that happy customers will be repeat customer sin the future and soon they will turn their habit to become "heavy user" of the products we are offering."
About Cara

Cara Operations Limited is a Canadian company that provides catering services to airlines and operates several restaurant and coffee shop chains including: Harvey's, Swiss Chalet, Kelsey's, Milestone'... (read more)
Nina Dean
Head of Global Delivery Excellence
United Kingdom

"Measures need to be balanced. Contact Centres can be the 'shop window' of a business, the means to interact with the customers of the business. The customer experience is key and satisfaction levels are an indicator of this, but this should be considered in relation to other metrics, volumes and efficiency measures are necessities."
About Capita

Outsourcing - delivering measurable benefits to our clients What we bring our customers: Inspired productive people Streamlined administration processes Effective ICT Innovation Improved c... (read more)

About ContactCenterWorld:
Company LogoContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 205,000 corporate 'individual' members have joined the association's website ''. We were established in 1999.
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Today's Tip of the Day - Getting The Training Underway

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

Published: Thursday, April 30, 2009

Printer Friendly Version Printer friendly version

2020 Buyers Guide IVR

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.
PH: +1 512-872-7565

Computer Data Services, LLC

Get the benefits of an expensive, on-premise telephone system without the high price tag and annoying maintenance.

- Never miss another phone call
- No more busy signals
- Feature rich
- Answer your calls from anywhere
PH: 216.662.5870


Virtual Switchboard
Megacall provides a fully customised Virtual Switchboard software for all companies (including IVR service). No matter the size of your business, our services adapt to the needs of each client.

Are you looking for a more effective way to communicate with your customers? Discover the advantages of using the IVR and how it can help in your communications.
PH: +34 952 667 511


MightyCall's IVR that will increase your business’s efficiency at a fraction of the cost of a secretary. Your auto-attendant is designed to:
- Greet callers
- Deliver necessary information
- Forward calls to the appropriate extension
- Take human error out of the system
PH: +1 (888) 256-8312

Nuxiba Technologies

Provide your customers with an effortless self-service experience. Easily create menus using predefined or custom prompts and data dips and route customers to live agents when needed.

Enable your customers to make payments and access information 24/7 at their convenience. Request a quote or live demo today.

OpsTel Services

The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring
PH: 1+480-435-9390

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