One Third of Contact Centres Measure a Net Promoter Score

According to our poll, 33% of contact centres are now calculating a Net Promoter Score, in an attempt to boost customer loyalty.

Furthermore, only 28% are now measuring Vallue of a Call, whilst at the other end of the spectrum, 78% are still calculating Customer Satisfaction.

Poll – “What Measures Do You Use in Your Contact Centre?” – answers

• Customer Satisfaction – 78%
• Agent Utilisation – 65%
• First Contact Resolution – 64%
• NetPromoter Score – 33%
• Value of a Call (e.g. sales value) – 28%

Source: Call Centre Helper webinar: 10 Ways to reduce Average Handling Time     Sample size – 337     Date: January 2013