How important are first impressions?

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For an outbound contact center, this figure measures how many of an agent’s calls result in them closing a sales deal.

For an inbound contact center, you can count how many of an agent’s calls resulted in a sale, generated a new lead, or led to another positive outcome (such as a good online review or a new customer referral).

Here’s how to calculate this metric: divide the total number of conversions by the number of people who contacted (or were contacted by) your call center.

First contact resolution
They can really make italy telegram or break your business:

43 percent of consumers say they’ve abandoned a brand after just one negative customer service interactio
This KPI is the percentage of issues resolved during a customer’s first attempt, without them hanging up, calling back, or being transferred to a manager. It’s measured by dividing the number of problems resolved during a single call by the total number of queries resolved overall.

The global average is 70 to 75 percent.

Customer satisfaction
Customer Satisfaction
Gauge this by having customers assign a satisfaction score or rating to their completed calls. Emailing each customer a brief online survey after their call is another way to measure this. Dividing the number of satisfied callers by the total number of callers surveyed calculates your customer satisfaction rate.

The more detailed data you can collect for this metric, the better understanding you’ll have of what needs improvement. For example, a caller’s satisfaction rating of six out of 10 doesn’t give you any insight into why it wasn’t a 10. Was it a long wait time? A rude agent? A confusing set of options offered by your automated call routing system?

Asking for specific feedback enables you to make specific changes so your contact center can serve customers’ needs more effectively and efficiently.