Contact Centre Research

Less Than 20% of Contact Centres Calculate Customer Effort

Published On: 28th Oct 2016 08:00

According to our poll, only 18% of contact centres calculate a Customer Effort Score (CES), despite recent research highlighting that it is a better indicator of customer loyalty than the Net Promoter Score (NPS).

However, NPS is much more common in the industry, with 52% of contact centres employing the metric.

The poll also reveals that Average Handling Time is the most commonly used metric, with 71% of contact centres using it, whilst First Contact Resolution the second most popular (63%).

Poll – “What Metrics do you use in your Contact Centre?” – answers

Average Handling Time (AHT) – 71%
First Contact Resolution (FCR) – 63%
NetPromoter Score (NPS) – 52%
Customer Satisfaction (CSAT) – 45%
Customer Effort Score (CES) – 18%

(Multiple answers were allowed during this poll, so the total does not add up to 100%.)

Source: Call Centre Helper Webinar: Efficiency vs Effectiveness Sample size – 194 Date: October 2016

Author
Megan Jones

Megan Jones, Editor, Call Centre Helper

Megan interviews inspiring people across the contact centre industry to capture these amazing voices and turn them into best practice articles – covering all elements of what it takes to deliver truly outstanding employee and customer experiences.

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Less Than 20% of Contact Centres Calculate Customer Effort

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