Top 4 Takeaways: The Future of Call Center Metrics

The Future of Call Center MetricsLast week, Fonolo hosted a Google Hangout to discuss the future of call center metrics. This great panel of industry experts shared their comments and stories on some of the biggest stats, trends and best practices. To save you some time, we’ve extracted video snippets from each topic.

First, let’s take a quick look at the panellist introductions: Jim LeMere, Director, Insurance Operations Customer Contact Center, Northwestern Mutual, Kevin Brown, Managing Director, VoxPeritus and Shai Berger, CEO, Fonolo.

Service Levels

One of the most common metrics call centers track is the “service level“, which is a pair of numbers (a percentage value and a time value in seconds) that describe how quickly calls are answered. For example, the most common Service Level, “80/20” means that 80% of calls should be answered in 20 seconds.

Kevin Brown has been on the record stating that 80/20 was picked arbitrarily and that folks should be more careful about selecting the right numbers for their situation. So we asked Kevin what advice he would give to call centers today in terms of setting and meeting service level goals.

Here’s what Kevin had to say.

Abandon Rates

It’s no surprise that a longer Average Speed to Answer (ASA) leads to higher abandon rates. So does that mean the abandon rate is an important metric? We asked Jim what his thoughts were and if he saw a correlation between abandon rates and ASA.

Let’s listen to Jim as he starts off this conversation.


Customer Satisfaction

The ultimate goal for any contact center is to achieve high customer satisfaction or “C-SAT”. One of the most common ways to measure this is the Net Promoter Score or NPS. We asked the panel if they use NPS or something similar to measure C-SAT and if so, what the process is for getting the score.

Let’s hear what the panel has to say.

Multi-Channel Interactions

A recent study reports that 77% of consumers use more than one channel when seeking service, so a key ingredient to making a customer happy is offering support where and when they need it. With 88% of all organizations delivering a multi-channel service experience, the differentiating factor will now be in the quality of those interactions.

Kevin has been involved in a number of multi-channel implementations, so we asked how he tracks the usage of different channels and assess their value.

Listen to how Kevin starts this dialogue.


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