According to a recent survey, 78 percent of customer service professionals are tracking at least one performance metric at work. But are they tracking the right metrics? Which is better – a metric like First Call Resolution that puts the customer in the center of the process or Average Handle Time, that focuses more on shorter calls?
The truth of the matter is that there are a broad range of Key Performance Indicators (KPIs) contact centers can look at. There are higher-level metrics like Customer Effort Score (CES), Net Promoter Score (NPS), and Customer Satisfaction Score (CES). Then there are scoring methods that take you deeper into each specific point of contact, including the two that this article goes into depth about: Average Handle Time (AHT) and First Call Resolution (FCR).
Average Handle Time and First Call Resolution
Both Average Handle Time and First Call Resolution can provide valid information regarding your call center. Moreover, improving AHT can provide short-term savings to an organization. So you might think that getting customers off the phone faster is the way to go.
However, creating an atmosphere of positive customer experiences actually provides long-term gains. Those benefits include happier customers, deeper customer loyalty, positive online reviews, greater opportunities for upsells, and more.
The bottom line is that Average Handle Time puts the focus on length of customer contact instead of quality of customer contact. To get the most out of your contact center, you need to thinking about the customer experience as a whole, as opposed to simply churning through customers. And that’s where metrics like First Call Resolution come in.
Learn more about KPIs: read the full article
Ready to learn more about vital contact center Key Performance Indicators like First Call Resolution and Average Handle Time? Read the full article in Business2Community.