Measuring Success With Contact Center As A Service Software: 7 Key Metrics To Track

Business Blog

In today's business landscape, customer service is more critical than ever. Businesses must prioritize their customer's needs and provide top-notch support to stay competitive. This is where contact center as a service (CCaaS) software comes in. It allows businesses to manage customer interactions and streamline customer service operations. CCaaS software can also provide you with the ability to track key metrics to help you monitor your team and drive success. Here are seven essential metrics to track to ensure your call center team's work is meeting customer expectations.

1. First Contact Resolution (FCR) Rate

First Contact Resolution is the percentage of customer issues resolved on the first contact. A high FCR rate indicates an effective and efficient customer service operation. It means that agents are trained and empowered to resolve customer issues quickly and accurately.

2. Average Handle Time (AHT)

AHT is the average time for an agent to handle customer interaction, from the initial contact to the resolution of the issue. A low AHT means that agents can efficiently handle customer interactions, which can improve customer satisfaction and reduce operating costs.

3. Customer Satisfaction (CSAT) Score 

Customer Satisfaction (CSAT) quantifies customers' contentment with their overall business experience. Companies can measure CSAT through post-interaction surveys or social media monitoring. A high CSAT score suggests that customers are pleased with the quality of service provided, fostering increased customer loyalty and positive word-of-mouth marketing.

4. Net Promoter Score (NPS)

The Net Promoter Score (NPS) gauges the loyalty and satisfaction of customers, serving as an indicator of their overall experience with a business. It involves asking customers to rate on a scale of 0 to 10 how probable it is for them to recommend the business to others. A high NPS score reflects that customers are more prone to spread the word about the company, leading to growth and revenue opportunities.

5. Abandonment Rate

The abandonment rate measures the rate at which customers hang up or leave a chat session before their inquiry or issue is resolved. A high abandonment rate can indicate long wait times or a lack of agent availability, negatively impacting customer satisfaction.

6. Service Level

Service level is the percentage of customer interactions answered within a specified timeframe. This metric measures how quickly customers can connect with an agent. It can impact customer satisfaction and loyalty.

7. Agent Performance

Agent performance metrics, such as call volume, customer satisfaction ratings, and average handle time, can help you identify top-performing agents and areas for improvement in your customer service operation. By tracking agent performance, you can optimize your training and coaching programs to ensure all agents provide the best possible customer service.

For more information on CCaaS, contact a professional near you.


22 March 2023

Creating Better Employee Policies

A few years back, I was faced with a serious dilemma. Our employees had started to strike for what they said were dangerous working conditions when everything was in line with the recommendations from our parent company. We knew that we had to make things right, so we started working as a team to make things better. It was incredible to see how big of a difference we were able to make. Within a few short months, we completely overhauled our business and our employees felt like we cared about them. This website is here to help you to create better employee policies.