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