4 KPIs to Boost Your Call Center’s Quality of Service

Posted on

September 7th, 2021


Superior customer service is the foundation of every successful company, regardless of sector or industry. Many companies rely on call centers to handle their customer service, and they need to know call center agents are delivering the quality of service customers expect. Tracking key performance indicators (KPIs) can identify where a call center excels at customer service as well as areas that need improvement.

Modern technology provides a wealth of data to understand customer satisfaction but focusing on the wrong KPIs wastes time and money without improving the service quality. Here are some of the most crucial KPIs to improve customer service:

  1. Customer Satisfaction Score (CSAT). CSAT scores are the top KPI when it comes to customer happiness. Companies measure this KPI by asking about the customer’s overall satisfaction with the product/service. Customers rate their experience on a five-point scale: very unsatisfied, unsatisfied, neutral, satisfied, or very satisfied. Companies track CSAT scores by calculating the percentage of customers who select satisfied and very satisfied, with the goal of reaching 100%.
  2. First Contact Resolution (FCR). FCR scores are a good measure of how well call center agents resolve customer issues on the first call. Businesses can identify they have an FCR problem if agents often have to escalate the call to another representative or if the customer has to call back again.
  3. Customer Effort Score (CES). The CES is an excellent indicator of how easy it is for a customer to complete an interaction or use a service. Customers expect low-effort interactions, and providing frictionless service is key to securing customer loyalty. Customers that put in a high level of effort to find solutions to their problems are more likely to look for a new provider.
  4. Net Promoter Score (NPS). NPS uses a scale of one to ten to assess how likely it is that a customer will recommend the company’s product or services to others. Promoters are customers who answer with a nine or ten. Respondents that choose seven or eight are passive, while anyone that selects six or below are detractors. Most organizations consider this the ultimate question, as it signals if the business is doing well and if customer relations are good.

Tracking the above KPIs can allow call centers to improve the quality of service they provide. However, companies need to ensure they’ve invested in the best call center to suit their needs, and no amount of KPIs can overcome a bad match. Contact the experts at Actec to learn more about our nearshore call center services.