In the past decade, a number of new metrics have entered the contact centre arena. But, according to our poll, it is the old measure of Customer Satisfaction that remains the most important of them all.
When we asked contact centre professionals, 47% agreed with this assertion, with First Contact Resolution (23%) and Average Handling Time (12%) the second and third most popular choices.
Which Is the Most Important Measure of Success for You?
- AHT/ FCR 17%
- NetPromoter Score 9%
- Customer Satisfaction 67%
- Customer Effort Score 7%
Source: Call Centre Helper LinkedIn poll Votes: 88 Date: October 2021