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.
Poll – “Which is the most important measure of sucess for you” – answers
Average Handling Time – 12%
NetPromoter Score – 11%
Customer Satisfaction – 47%
First Contact Resolution (FCR) – 23%
Customer Effort Score – 7%
Source: Call Centre Helper webinar: Interesting Initiatives in the Contact Centre Sample size – 106 Date: January 2013