5 Undervalued Contact Center Metrics (+3 That Are Overused)

5 Undervalued Contact Center Metrics (+3 That Are Overused)

5 Undervalued Contact Center Metrics (+3 That Are Overused)

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Introduction

In today’s fast-paced business environment, contact centers are the backbone of exceptional customer service. While many organizations rely on traditional metrics to measure performance, there are several undervalued contact center metrics that can offer deeper insights into operational efficiency and customer satisfaction. By understanding these lesser-known metrics and recognizing the overused ones, you can significantly enhance your contact center’s effectiveness and elevate the overall customer experience.

What Are Contact Center Metrics?

Ever wondered how contact centers gauge their success? Contact center metrics are the key indicators that measure various aspects of a contact center’s performance. These metrics (or KPIs, as they are often called) help organizations understand everything from agent efficiency to customer satisfaction. By analyzing a diverse range of metrics, businesses can pinpoint areas that need improvement, optimize processes, and ensure that every customer interaction is handled with excellence. Embracing both traditional and undervalued contact center metrics allows companies to make informed decisions that drive both employee performance and customer delight.

Average Call Work Time (ACW)

Imagine an agent just wrapped up in assisting a customer with a tricky issue. The time they spend afterward updating the customer’s records and ensuring all details are accurately logged is what we call Average Call Work Time (ACW). This period is important for maintaining seamless service and preparing for the next customer interaction. ACW directly affects an agent’s availability to handle new calls, influencing overall contact center efficiency.

According to the International Customer Management Institute (ICMI), optimizing ACW can boost agent productivity by up to 15%. By monitoring ACW, managers can identify bottlenecks in post-call processes and implement strategies to streamline these activities. Whether it’s integrating more efficient CRM systems or providing targeted training, reducing ACW not only shortens customer wait times but also enhances agent productivity and satisfaction.

Agent Redundancy Rate

In your contact center(s), have you ever noticed agents waiting around without tasks? Agent Redundancy Rate measures the percentage of time agents are idle or performing non-essential tasks during their shifts. High redundancy rates often signal inefficiencies in scheduling, workload distribution, or process management. Addressing these issues ensures that your workforce is utilized effectively, cutting costs and improving service levels.

Several studies show that reducing agent redundancy by just 5% can lead to significant cost savings and a notable increase in productivity. Strategies to minimize redundancy include implementing advanced forecasting tools to predict call volumes accurately, optimizing agent schedules to align with demand, and automating routine tasks. By focusing on lowering redundancy rates, contact centers can enhance operational efficiency and provide a more responsive customer service experience.

Average Speed of Answer (ASA)

Average Speed of Answer (ASA)

Picture a customer eagerly waiting on hold for help. Average Speed of Answer (ASA) measures the average time it takes for a customer to reach an agent after initiating contact. A lower ASA typically leads to higher customer satisfaction, as customers appreciate fast answers and assistance. On the flip side, a high ASA can cause frustration and increased call abandonment rates.

Callcenter Helper research reveals that 82% of customers expect an immediate response when contacting a business, and 50% believe companies should respond within one minute or less. By monitoring ASA, your contact center can ensure that it meets these expectations through strategic staffing, improved call routing, and implementing technologies like interactive voice response (IVR) systems. Maintaining an optimal ASA is essential for delivering a positive customer experience and reducing the chances of customers seeking alternatives.

Contact Rate

Ever wondered how many customer interactions your center handles daily? Contact Rate refers to the number of customer interactions received within a specific timeframe. This metric provides valuable insights into the volume of inquiries, which aids in the accurate forecasting of future contact center needs. Understanding contact rate trends allows your organization to allocate resources effectively, ensuring that agents are available during peak periods without being underutilized during slower times.

According to Krisp, accurate contact rate forecasting can improve service levels, help balance resources, and reduce customer waiting times. By analyzing historical contact rate data, contact centers can identify patterns and anticipate fluctuations in demand. This proactive approach enables better scheduling, training, and resource allocation, leading to a more balanced and efficient operation. Additionally, understanding contact rate trends can help your team prepare for seasonal spikes and manage unexpected increases in customer inquiries seamlessly.

Employee Engagement

Employee Engagement

How committed are your agents to their work? Employee engagement metrics help measure the level of commitment and motivation your contact center agents have towards their work and the company. High engagement levels generally equate to better performance, lower turnover rates, and higher customer satisfaction. Also, engaged employees are more likely to provide exceptional service, contributing to a positive customer experience and the overall success of the contact center.

Gallup’s State of the American Workplace report shows that companies with high employee engagement outperform those with low engagement by 202%. To foster and improve employee engagement, contact centers can implement initiatives such as regular feedback sessions, career development opportunities, and recognition programs. Creating a supportive and inclusive work environment where agents feel valued and empowered can significantly boost their engagement levels. Also, investing in employee engagement not only enhances service quality but also reduces the costs associated with high turnover rates and recruitment.

Average Handle Time (AHT) – Overused

Do you or your team fixate on how long each call takes? Average Handle Time (AHT) measures the average duration of a customer interaction, including talk time and after-call work. While AHT is a widely used metric to assess agent efficiency, overemphasizing it can lead to rushed interactions and compromised customer service quality. Focusing solely on AHT may cause agents to prioritize speed over thoroughness and potentially increase the likelihood of unresolved issues and customer dissatisfaction.

Gartner warns that over-reliance on AHT can negatively affect customer satisfaction scores and increase repeat calls. Instead of solely targeting AHT reduction, contact centers should balance efficiency with effectiveness by considering other metrics, such as containment rate and customer satisfaction. Encouraging agents to take the time to resolve issues comprehensively can lead to better long-term outcomes, including higher customer loyalty and reduced operational costs associated with repeat contacts.

Customer Satisfaction (CSAT) – Overused

Customer Satisfaction (CSAT) – Overused

Ever wondered if your customers are truly satisfied? Customer Satisfaction (CSAT) measures how satisfied customers are with a company’s products or services. While CSAT is important for understanding customer perceptions, it is often overused as the primary indicator of contact center performance. Relying too heavily on CSAT can obscure other critical aspects of service quality and operational efficiency.

For example, abandoned calls do not make it to the survey stage, but they could indicate a highly dissatisfied customer. Conversely, studies suggest dissatisfied customers are more prone to providing feedback in these surveys than satisfied ones. Consequently, your data could be slightly biased towards the negative side.

Many customer-care-industry studies show that, while CSAT scores provide valuable feedback, they do not always correlate directly with customer loyalty or lifetime value. Therefore, contact centers should complement CSAT with other metrics, like employee engagement and containment rate, to gain a more comprehensive view of performance. By integrating multiple metrics, organizations can identify the underlying factors driving customer satisfaction and implement more effective strategies to enhance both service quality and customer loyalty.

Call Abandonment Rate – Overused

Do your customers often hang up before reaching an agent? Call Abandonment Rate (CAR) measures the percentage of callers who hang up before connecting with an agent. While this metric offers insights into customer impatience and potential issues with call routing or staffing, it is often overemphasized at the expense of other important performance indicators. High abandonment rates can indeed indicate problems, but focusing solely on this metric can lead to reactive rather than proactive management strategies.

However, one thing that can help in this area is to consider CAR data relative to customers’ average time in queue (ATQ), which will show you how long callers wait before hanging up. This correlation will give you an idea of how many customers were likely dissatisfied with long wait times and hung up.

A study by Talkdesk reveals that reducing call abandonment rates requires a holistic approach, including optimizing call routing, improving agent training, and enhancing self-service options. While it’s important to monitor and address abandonment rates, your contact center should also consider other metrics, such as ASA and employee engagement, to develop a balanced strategy for improving overall performance. By taking a comprehensive approach, your business can address the root causes of call abandonment and create a more positive customer experience.

Choosing the Right Contact Center: Tips and Insights

Selecting a professional contact center that leverages an array of metrics is a must for achieving optimal performance and customer satisfaction. When evaluating potential partners, consider how well the contact center integrates various metrics to provide a comprehensive view of operations. By incorporating both conventional and overlooked metrics, a contact center can provide customized solutions and in-depth insights.

To make a more informed decision, your organization should also assess the contact center’s technology infrastructure, reporting capabilities, and commitment to continuous improvement. Therefore, look for partners that employ advanced analytics and real-time reporting tools, which will enable them to monitor performance dynamically and respond swiftly to changing demands.

Moreover, evaluate the contact center’s approach to employee training and engagement, as a motivated and well-trained workforce is essential for delivering exceptional customer experiences. By carefully evaluating these factors, you can choose a contact center that not only meets your immediate needs but also supports long-term growth and success.

Undervalued Contact Center Metrics Conclusion

Conclusion

In the competitive world of customer service, understanding and leveraging the right contact center metrics is essential for success. While traditional metrics like AHT, CSAT, and Call Abandonment Rate provide valuable insights, incorporating lesser-known and undervalued contact center metrics such as ACW, Agent Redundancy Rate, ASA, Contact Rate, Containment Rate, and Employee Engagement can offer a more comprehensive view of your contact center’s performance.

By giving more attention to these lesser-known KPIs, your organization can uncover hidden opportunities for improvement, enhance operational efficiency, and deliver superior customer experiences. Additionally, choosing a professional contact center partner that embraces these metrics helps ensure your customer service operations are not only effective but also adaptable to the ever-changing demands of the market. These metrics also help you embrace a holistic approach to contact center management and unlock the full potential of your customer service strategy.

Partnering with IA Solutions

Choosing a professional contact center that effectively uses a diverse range of metrics can transform your customer service operations. At IA Solutions, with over 53 years of experience, we understand the importance of leveraging both traditional and undervalued contact center metrics to drive performance and enhance customer satisfaction. Our comprehensive approach ensures that every aspect of your contact center is optimized for efficiency and effectiveness, providing you with the insights needed to make informed decisions and achieve your business goals.

Partnering with IA Solutions means gaining access to a team of experts dedicated to delivering exceptional customer experiences through data-driven strategies. We employ advanced analytics and real-time reporting tools to monitor and improve key performance indicators, ensuring that your contact center operates at peak performance.

Whether you’re a large enterprise or a growing business, our tailored solutions will help you navigate the complexities of customer service, reduce operational costs, and increase customer loyalty. Therefore, contact us today at 1-888-631-9711 or email [email protected] to discover how IA Solutions can elevate your contact center’s performance and drive your business forward.

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Author

Ian Tempro, COO, at IA Solutions by IA Call Center writes about his 20+ years of extensive contact center experience in leadership, client relationships, operations and specialized vertical markets.

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