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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?

Debbie Cote
Assistant Vice President
Sun Life Financial
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."

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 176 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)
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."

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
Recipe Unlimited

"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 Recipe Unlimited

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 Logo# ContactCenterWorld ContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 215,000 corporate 'individual' members have joined the association's website ''. We were established in 1999.
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Today's Tip of the Day - Keys To Technology

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

Published: Thursday, April 30, 2009

Printer Friendly Version Printer friendly version

2022 Buyers Guide IVR

Premium Listing
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.

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

eGain Corporation

eGain SmartIVR
eGain SmartIVR is an over-the-top solution to modernize IVR systems. Businesses can offer smartphone callers an easy choice to resolve queries via digital messaging and intelligent self-service. And they can optimize the IVR experience with end-to-end analytics.


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.


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

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

PEC Telecom

Virtual Phone Numbers (DID) and Business VoIP Phone Service
Whether a customer is running a Call Center business, an IVR system to take phone orders or a voice mail service bureau, he still needs inbound lines and access numbers (DIDs). These lines and DIDs give customers the ability to call in and use the service. Traditionally, these lines and DIDs were obtained through the local telephone company (i.e. Verizon, AT&T or Time Warner) and a company could only purchase numbers with area codes in the region the system resided. With VoIP, this has changed.

DID Live is an IP DID service that allows you to accept incoming calls via VoIP as an alternative to standard digital or analog lines. The service provides the same quality of sound you expect from...
(read more)

Teckinfo Solutions Pvt. Ltd.

IVR Edge
IVR Edge is a high performance, robust and scalable ivr system that works on various leading hardware such as Dialogic, Keygoe and Synway etc. It can handle the simplest of simple to the most complex of requirements to when it come to creating an IVR. Integration with any 3rd party database, be it for banking, telecom, insurance, travel, payment gateway etc can be handled with ease. Ideally suited to create Hosted IVR and virtual patching solutions with scalabilities that can range from 4 to 128 E1’s per setup with voice recording and CDR functionality. Integration with leading text to speech (TTS) and speech recognition ASR engines add to the flexibility and functionality.

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