Contact center performance management on its own isn’t enough in today’s market –organizations must continually optimize their processes, train and develop their agents, and work to stay one step ahead of the competition and rising customer expectations. In this article, we’ll discuss the basics of contact center performance management, including common key performance indicators (KPIs), optimization best practices, and some key takeaways.
Contact center performance management involves the strategic supervision, guidance, and optimization of call center activities to ensure efficiency, productivity, and customer satisfaction. By leveraging innovative contact center performance management techniques, operations managers can streamline processes, enhance agent performance, and ultimately elevate the customer experience, leading to increased customer loyalty and business growth.
Contact center performance management is crucial in delivering operational excellence and exceptional customer experiences (and building satisfaction and loyalty) with seamless interactions and fast resolutions. By leveraging center performance management strategies and tools, businesses can track agent performance, areas of improvement, process inefficiencies, and training and development opportunities.
Key metrics and KPIs for contact center performance management will often include:
First Call Resolution (FCR): This is the percentage of customer issues resolved during the initial interaction with an agent. A high FCR indicates efficient problem-solving – and minimal customer frustration.
Average Handling Time (AHT): AHT tracks the average time it takes for an agent to handle a customer interaction start-to-finish, including talk time, hold time, and after-call work.
Customer Satisfaction (CSAT): CSAT gauges customer satisfaction through post-interaction surveys, providing insights into the quality of service and areas for improvement.
Net Promoter Score (NPS): NPS measures customer loyalty and overall brand sentiment by asking about the likelihood that customers would recommend the company to others.
Abandonment Rate: This is the percentage of callers who hang up before reaching an agent. A high abandonment rate could mean there are signal wait times, inadequate routing strategies, or staffing issues.
Contact Quality: This measures the quality of interactions through monitoring and evaluation, and ensures that agents follow best practices and deliver consistent service.
Self-Service Utilization: By tracking the percentage of customers using self-service options, such as FAQs or chatbots, contact centers can measure their effectiveness, potentially alleviating agent workload.
Escalation Rate: This metric measures interactions that need to go to higher-tier agents or supervisors and indicates gaps in agent skills and knowledge.
Optimizing your contact center performance management is key to delivering exceptional customer experiences and driving business growth – and there are many steps that contact centers can take.
Continuous improvement and performance evaluation for the contact center are essential in today’s dynamic landscape.
One way to continuously improve performance evaluation is to examine quality assurance (QA) processes. These processes tend to be static, and transactional and lack a dynamic, meaningful feedback loop. As part of a truly effective contact center performance management initiative, consider updating these processes. Elements such as flexible, customizable forms, dynamic feedback loops, and a “single pane of glass” that offers real-time performance insights to both supervisors and agents.
Once success story of contact center performance management is that of Microsoft. The company wanted to ensure that their agents were aligned, engaged, and highly proficient to provide the best possible customer experience. After implementing Centrical as part of their global network of contact centers, the company saw results:
Through implementing elements such as microlearning and personalized goals as a part of their contact center performance management, and tying the experience together with gamification, Microsoft was able to engage agents, connect them to their work, and drive desired behaviors that led to real business results.
Read more Centrical customer case studies.
The Centrical employee performance eXperience platform transforms contact center performance management, delivering an employee performance experience – and in turn, an elevated customer experience. Centrical understands that today’s frontline needs modern solutions, and takes a holistic, gamified approach to the employee experience, offering best-in-class contact center performance management tools, such as real-time performance insights, AI-powered, targeted microlearning , and augmented coaching capabilities. Centrical also makes training material creation processes simple, efficient, and scalable for admins with AI Microlearning capabilities.
We invite you to learn more about our employee performance experience methodology by downloading our definitive guide.
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We’ve just covered some basics around contact center performance management, key metrics, some best practices, and success stories. Below are a few key takeaways:
For over a decade, Centrical’s employee-centric approach has helped to optimize call center performance management and improve operational performance and the customer experience. To learn more about Centrical its benefits to your contact center, watch our platform in action with a quick preview, and request your personalized overview today!