In the contemporary age, where customers demand an elevated Customer Service Experience, the focus on quality rather than quantity has become an indispensable component of the Customer Contact Centre. Today the kind of support services you offer to your customers and prospects determine the achievement ratio of your future aspirations & goals like, Company Growth, Customers Retention, Customers Satisfaction, and Future Referrals etc.

To make sure you are successfully able to achieve set objectives, measurement of your efforts is of paramount importance. And for this Quality & Assurance Reporting of Customer Service Staff and other similar elements is vital. Maintaining a consistent quality in your Contact Centre can be a fairly tedious task, primarily because it requires analysis of several Customer Support modules and that too in an extensive and thorough process.

However, if you are aware of your goals and what exactly you want to achieve, this process can also be greatly streamlined, for instance, our focus is on providing a state of the art Customer Service experience to the customers, and thus we have carefully selected metrics that can help us maintain a first class customer support centre.

Likewise, we have segmented metrics into two major types – Micro & Macro metrics to get both high and low-level performance report on our efforts and subsequently use that data to improve our services accordingly

Includes metrics like call quality, Call Duration, Call Wrap-up Time, and First Call Resolution etc. to measure and later enhance Customer Service
capabilities to increase Customer Satisfaction and Retention Ratio.

These are used to measure the efficiency of whole Contact Centre, major metrics in this includes, Average Handle Time, Average Response Rate,and First Resolution Ratio of your support team.

Contrary to general efficiency benchmarks, this refers to the individual performance of the support agents, i.e. their individual handle time, customer satisfaction ratio, and first response resolution ratio etc. to identify star agents and subsequently assign roles based of other support agents’ capabilities to increase their efficiency even further.

Routine Benchmarks aimed to determine the daily progress in accordance to client specified requirements, for instance, it can include client
requirements like 40% increased conversions in the next month or more than 90% customer satisfaction etc. These benchmarks allow us to measure our performance in accordance to customer requirements so that we can scale our efforts accordingly. Contrary to Macro Level Metrics, Micro Metrics offers deeper insights regarding our customer service capabilities so that we can enhance them accordingly.

This metrics usually corresponds to customer requirements, i.e. what they want to achieve on a monthly, weekly or yearly basis etc. These metrics allow us to determine how effectively we are meeting our client’s requirements and more is required to increase our efficiency in accordance with their needs.

Reply time of every individual Customer Support Representative (CSR) against a customer query to determine their efficiency proportion.

The overall ratio of calls abandoned by the customers/prospects before resolution of their queries. A higher call abandonment ratio signifies intricate IVR (Interactive Voice Response) process & long delays.

The total ratio of support sessions initiated by the customers. By constantly identifying this ratio we can compare it with the customer happiness ratio to identify their average satisfaction ratio. Moreover, by the increasing/decreasing number of inbound request volume, we can also determine the efficiency of our Support.

This includes major errors on part of the Customer Support Staff, for instance, informing customers about a certain promotion when there is no such promotion or sending Lead of one client to another client. Measurement of Fatal Errors allows us to minimize such errors as well as provide us with the feasibility to maintain a rationalized Customer Service Process.

This refers to support agents’ knowledge about company’s products, service and Knowledge Base. By analyzing each agent’s accuracy ratio you can determine whether they have all the required knowledge to provide efficient support to your customers or not, such as are they struggling somewhere due to insufficient knowledge? And finally, you can use this knowledge to train them accordingly.

Handle time refers to the total time of a customer support session, i.e. from the start of a customer support session to its end, this also includes any delays/hold-ups between the sessions. Likewise, average handle time is the average of all customer service interactions of a particular agent to determine their proficiency level.

The time it took for a support agent to fill all the relevant details regarding the customers and their predicament into the management software after a particular support session. Analysis of this ratio is crucial because in this duration no query is transferred to a support agent, so you would be able to determine their idle time.

In contrary to other strictly customer-centric metrics, adherence score is all about a support agent, i.e. their dressing, behaviour around the office, adherence to workspace rules, and late occurrences etc. It allows us to maintain a competent support team that is easy to scale and that can handle any amount of responsibilities with ease.

Individual and cumulative percentage of your customer’s satisfaction to adjust our customer service approach accordingly to meet their growing and varying expectations.

Regardless of your objectives, whether they are short-term or long-term, quality support is the Key to achieve them all and similarly, in order to provide quality services to your customers, you have to persistently evaluate your customer service efforts against specific metrics that can provide you invaluable insights to achieve your desired goals faster.

Likewise, with our carefully selected micro and macro metrics, we prioritize the accomplishment of your targets by gathering each interaction data between the CSRs and your customers and afterwards by doing a routine analysis of this data to identify any bottlenecks in the customer support process to effectively resolve them and maintain a first-class Customer Support Centre.