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Article : Metrics: Measuring the Level of Service

There are plenty of metrics and measurement methods that allow contact centers to study and gauge every facet of productivity and organization. We asked industry professionals how contact centers should measure the level of service they give.

A survey by Joss Jalbert,

Ian Hamerton
NCC Manager
National Health Service Blood & Transplant
United Kingdom

"Ask the users. Use several different strands to do so including automated and manual methods. Bring in experts to help don't think it is a waste of money - they can help you just have to make sure you use the right ones. You also have to implement change when necessary and not when not needed."
About National Health Service Blood & Transplant

NHSBT is a Special Health Authority in the NHS with responsibility for optimising the supply of blood, organs, plasma and tissues and raising the quality, effectiveness and efficiency of blood and tra... (read more)
Dan Whelan
Senior Vice President, Worldwide Support
United States

"Customer feedback. Giving the customer the opportunity to tell you how you are doing is the best way to measure your level of service. Collecting customer satisfaction and customer retention rates is one way of measuring such success. Epicor uses automated support incident surveys that are sent to the customer after a call is closed. The customer then has the opportunity to rate us on our timeliness, professionalism, attitude and their overall happiness with the service we provided. We receive more than 500 responses a week that we review and log. Additionally, our staff receives bonuses based on the responses. Today, Epicor’s customer satisfaction rate is at a record high of 9.4 (based on a scale of 1-10) with a 94 percent customer retention rate for our 20,000-plus customers worldwide."
About Epicor

Epicor Software Corporation drives business growth. We provide flexible, industry-specific software designed around the needs of our manufacturing, distribution, retail, and service industry customers... (read more)
Aditya Bhalla
Practice Head, Innovation Practice
QAI Global Institute

"Companies should move to an end-to-end process level metric on customer satisfaction such as First Attempt Resolution (FAR) - that covers all touch points including contact centers.

The role of contact centers should be viewed in a holistic manner.

Greater emphasis should be laid on team level or process level metrics rather than agent level metrics. A good person in a bad process will inevitably end up as a poor performer."
About QAI Global Institute

QAI is a process consulting and training company helping IT and BPO organizations achieve operational excellence. QAI India has been consulting clients on framework-based models.
Jonathan Judd
Director of Strategic Alliances
8x8 Inc.
United States

"Customer surveys should carry the most weight as they are the true measure of the service you are delivering. Real time, short surveys via the phone system work the best as the issue and call is still fresh in their minds. Email surveys that are the right length and delivered as closely to the call as possible can also work well."
About 8x8 Inc.

8x8, Inc. (Nasdaq: EGHT) leverages its patented software technologies to deliver high quality voice solutions with integrated messaging and video to businesses of any size with employees in any locati... (read more)
Malcolm Norquoy
Director Managed Services

"Technical SLAs and KPIs such as time to answer a call, time to close a customer interaction (as measured by the customer not the call centre), time to complete a business process etc etc. There should also be a reasonably comprehensive measure against customer satisafction, such as the customer contact experience, the time to be dealt with, the tim to complete whatever was needed, accuracy of infromation/bills etc"

Ericsson is shaping the future of Mobile and Broadband Internet communications through its continuos technology leadership.
Gamil Radman
ITC Director of Operations
Imam Abdulrahman Bin Faisal University - Namaa Subcontractor
Saudi Arabia

"there are a lots of KIP's like SL- service level , speed of answer , queue time , ...etc"

Silvio Stroescu
Head of National Channels, Analytics and Support

"Move away from "service level" (percentage of calls answered in a specific timeframe) and create a scorecard which encompasses what clients value. Survey the customer base to identify what is really important to them. Clients will be able to tell you if they are more impressed with low (or no) wait times on the phone or "doing it right the first time". This in turn, will give you the opportunity to weigh score card components accordingly. For example, if clients have no tolerance for errors and are willing to wait a little longer on the phone, then "first call resolution" will be weighted heavier on our scorecard than the "speed of answer". Avoid the law of averages when determining the components of the customer experience scorecard. Instead of measuring the average speed of answer, look at how often you meet the speed of answer target (i.e. percentage of half hour intervals when the speed of answer target was achieved)."
About Tangerine

Tangerine Bank, operating as Tangerine, is a Canadian direct bank and a subsidiary of Scotiabank. It offers savings accounts, Tax-Free Savings Accounts (TFSA), Guaranteed Investment Certificates (GIC)... (read more)
Martin Jukes
Management Consultant
Mpathy Plus
United Kingdom

"Contact centres should find out what their customers want and then measure those things. For example a great contact centre experience counts for nothing if the fulfillment is inadequate. There is a need to measure contact centres as part of the whole customer experience. I would always advocate involving customers in determining these measures."
About Mpathy Plus

We are management consultants with a real focus on improving customer service and the customer experience. We provide a wide range of services across all sectors with expertise in transforming service... (read more)
Jeff Roberts
Inforonics LLC
United States

"That’s tough to answer in general. What goals does the service support? If it’s an outbound sales center, I’ll bet you’re measuring your sales. But are you measuring your sales from repeat customers? Do you use your contact center to solve problems or just triage and escalate them? How many problems are solved at level 1 on the first call? How many demand failures are you handling (repeat calls because something was not followed up on correctly or in a timely fashion?). I’d say figure out what makes you money and what costs you money and start measuring how service helps or hurts either goal."

David Cross
People Development Consultant
National Australia Bank

"I believe there is no one measure of customer service. Service is a complex interaction that cannot be contained in simple terms. Still, I do argue that the customer is the ultimate judge of a service interaction. Ask good quality questions about that interaction and you'll get good quality information back to make successful modifications to your service. And at the same time, some basic foundations and standards of good "communication" also figure highly for me in my measurement of good service, most of which I derive from good old Neurolinguistic and Social theory."
About National Australia Bank

National Australia Bank’s UK organisation.
Susan Weldy
Operations Manager
Southern Farm Bureau Casualty Ins. Co.
United States

"1st - speed to answer call, 2nd - first time resolution, 3rd - dedicated quality assurance team that monitors calls for accuracy and customer service soft skills. Feedback within 48 hours."
Carl Lobaugh
Director of Quality
United States

"Simply through the Voice of the Customer (Customer Satisfaction) which means survey and measure your customers that use the contact center and determine whether your moment of truth met their expectations. Primarily expectation versus perception or what I call the EvP factor which is a measure I use in some of my research."
About Abbott

CRB Engineers and Builders is an engineering and architectural design and construction firm specializing in the biotech, pharmaceutical, food and beverage, nutrition, and mission critical industries.... (read more)
Shankaran Nair

"There are various methods available to measure the service levels. But unfortunately these are mostly post experience feedback methods, the damage having been done already. At Servion, we believe that a customer experiences a brand in one of only two ways - through the use of the products / offerings of the company, or through the interaction with the company in the service cycle. In the service cycle, the customer’s experience is purely a function of her expectations and how they are met. And the expectations she carries are purely a function of her perception of the brand.
The experience of having enabled billions of customer interactions for multiple industry verticals over the last decade has provided us with the knowledge base to measure the level of service by measuring the gap between customer expectation and experience which directly impacts customer retention or churn. The Contact Optimization Model© zeroes in on such gaps at each point of contact and each stage of the interaction, thereby providing an in-depth view of the overall service and the experience thereof."
About Servion

For more than 20 years, Servion has been trusted by customer-centric brands for architecting, implementing, and managing Contact Centers and Customer Experience (CX) solutions. Servion delivers comple... (read more)
Teck Heng Wang
Industry Watcher
Self employed

"Accessibility measures like Service Level, Call Quality Monitoring for accuracy and soft skills as well as real time surveys for customer feedback."

Ionela Badea (Ros)
Call Center & CRM Project Manager
Banca Transilvania

"KPI's indicators in accordance with business requests"

Chris Swallow
Relex Technical Specialist
Parametric Technology Corporation
United Kingdom

"At the end of every service-call there should be an opportunity to speak with the operator's immediate superior for an informal evaluation - this should not be measured in quantitative values, but instead should be qualitative - listen to the words used, not the stars given."

Gordon Pullan
Assistant Vice President
United States

"Evenly weighted measurements of internal quality review, agent solve rate (FCR) and external customer survey scores."
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)
Kevin Raul
Manager Operations

"First call resolution, and post resolution feedback. Understanding the issue leads to greater success in solving the issue. This saves time as well as money. If there is feedback collected after every incident it only adds to the database and helps build data banks for future application and improvement"

Todd Baxter
United States

"Typical measures that ensure a well-rounded view... Service Level (% calls answered within certain period of time), abandon rate (customers who disconnect before speaking with someone live), IVR abandonment (customers who abandon in IVR before speaking with an agent), FCR (first call resolution, or perhaps repeat call rate), Quality (internal measure of process adherence), and Customer Satisfaction (feedback obtained directly from customers about performance and their perception of quality). Goals should be visible and well-known by all. Results should be posted daily or by interval throughout the day, and individual agents should be able to see how their performance ranks against all others. People want a clear understanding of what's expected of them, and most then want to rise to that challenge given the proper environment."
About Optum

Optum is a provider of information and technology-enabled health services business dedicated to helping make the health system work better for everyone. Optum is powering modern health care with nearl... (read more)
Bea Soriano
Senior WFM Manager
IBEX Global Philippines

"Yes. It is the only way we can find out if our client's are getting what they are paying for -- that we are taking care of their customers for them."
About IBEX Global Philippines

Delivering customer services for more than 12 years, IBEX Global is a forward thinking company in the BPO industry today, offering an integrated suite of services that supports an expansive array of c... (read more)
Margo Webb
Customer Contact Manager
Renfrewshire Council
United Kingdom

"Length of time waiting, the number of return calls. Customers are happy to wait, but only for a few minutes - However what is MOST important is that when they have waited they have their enquirey fully resolved without being passed around the organisation or having to call back"
About Renfrewshire Council

Renfrewshire (Scottish Gaelic: Siorrachd Rinn Friù) is one of 32 council areas of Scotland. Located in the west central Lowlands, it is one of three council areas contained within the boundaries of th... (read more)
Katarzyna Kanka
Board mebel

"At the highest stage of Contact Center development - customer sutisfaction is the clue. At lowest stages - we should like on general KPI's like FCR, SL, ABN rate etc"

Sue Marshall
Sales and Marketing Director
United Kingdom

"In a number of ways and viewing the service holistically. Feedback from service users should be taken into account. Key areas to measure are:
First time resolution
Average handle time
Average speed to answer
Customer retention and cancellations
Customer satisfaction levels
Agent sickness and attrition

An efficient and stable team will maintain average handle times at an acceptable level (unless new products/services/unexpected events occur)
Average speed to answer is the responsibility of the operations management; are there enough agents to manage the traffic. Similarly, agent sickness is a great indicator. Rises in sickness may point to agent disatisfaction and this will result in reduced service, similarly high attrition will reduce the service as agents can take weeks or even months to gain a high level of competency and confidence on the phone."

Amanda Robinson
Resource Manager
United States

"Monitoring, feedback, side by side monitoring and coaching and monitoring your attrition. Obviously no one likes to be on hold for very long so monitoring the average wait time, and your queue size, it's all aspects of the customer contact that matter, however the last thing a customer is going to remember is a rude agent or an "I can't be bothered" attitude."


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 - Competitions

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

Published: Wednesday, April 7, 2010

Printer Friendly Version Printer friendly version

2020 Buyers Guide Speech Technology


Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
PH: +1 (512) 333 4634

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

Call Tracking Metrics

Execute automated actions based on words spoken by your customer.

Our intelligent word detection and transcription tools make it easier for you to decipher the content of your customer conversations and automate action based on those insights.

Transform the audio of your calls into speaker-organized scripts so you can easily search your call log for specific words from a conversation, or automatically detect when words of intent are spoken by your customer.

Listen in on and highlight common patterns in order to execute triggers to initiate a new action or workflow, such as emailing a manager if the word “cancel” is spoken on a call. You can also set up to automatically redact content from a transcript, such as sensitive health information transmitted on a call.
PH: 8005771872


Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)
PH: +61404697151


Advanced speech recognition and natural language expertise that routes callers by simply asking ‘how can I help you?’. It allows customers to use their own words to ask for what they want and steers them to the right place.

Menus are eliminated altogether and contact centres can use a single inbound telephone number.
PH: 01442 458300

MattsenKumar LLC

SmartSpeech – The Best In Class Speech Analytics Software

An all-inclusive speech analytics application that enables you to visualize your audio using state-of-the-art speech recognition, transcription, and text analytics technologies.
PH: +91 99026 10044


InTone Suite - Emotion Detection via Voice Analysis
InTone™ is a voice analysis tool geared to detect genuine emotional and cognitive reactions regardless of the speaker’s language or chosen intonation.
It integrates into existing contact center environments and provides realtime indications of both client and agent emotional reactions throughout all ongoing calls. This unique set of indications assists managers and call center representatives to truly understand the client, improve call center performance, easily detect angry calls, elevate training efficiency and provide a tailored customer experience in every single call.

Nemesysco's contact center technology is also available in API and SDK forms.
Please visit our website for information about our product portfolio.
PH: +972-9-9605894

Voci Technologies Incorporated

V-Blaze Speech to Text
Our GPU-accelerated, AI-based technology enables you to deliver greater insights to the contact center by transcribing audio into analyzable text.

- Transcribe large volumes of recorded audio quickly
- Integrate transcripts with your analytics or business intelligence platform
- Reduce your hardware footprint and minimize total cost of ownership
PH: 412-621-9310


Voxjar is your one-stop-shop for driving better phone calls with your customers. We're a modern Conversation Analytics and Call Coaching Platform.

- Custom Charts and Dashboards give you the freedom to analyze calls from the highest level down to the details of each conversation.

- AI-Powered Speech Analytics transcribes, searches, and analyzes your reps' phone conversations, at scale.

- Quality Assurance and Call Coaching tools let you evaluate and improve agent performance with a human touch.

- Long term recording storage for historical analysis

All of these together provide the holistic, easy-to-use software that you need to manage a modern call team and create better con...
(read more)

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