As we head into 2020, data is becoming more crucial for successfully running a call center than ever.
In the past, the efficiency of a call center hinged on management’s ability to identify flaws in their processes and opportunities to improve the running of the center.
In the coming year, we expect to see AI take on more of these responsibilities in the contact center: Handling routine tasks, routing inquiries to the best place, and suggesting areas for improvement.
But, which areas are we to measure?
First Call Resolution is one of the most commonly watched call center metrics. There’s good reason for this attention: When done properly, FCR captures both efficiency and effectiveness of a call center. Many other metrics fall into trap of sacrificing one for the other. For example, if you focus on reducing handle time, you can end up with shorter calls (and a superficial improvement in efficiency), but a less effective customer service operation overall.![[Video] One Contact – One Channel and Why it Matters](https://fonolo.com/wp-content/uploads/2016/06/Video-One-Contact-–-One-Channel-and-Why-it-Matters.jpg "[Video] One Contact – One Channel and Why it Matters")
OCR is defined as the percentage of customers who successfully resolve an inquiry or problem during their first contact using only one channel. A simple way to think about this is ‘one contact – one channel’.
It is becoming increasingly clear that benchmarking is essential for contact centers. Although measuring and understanding metrics is a major challenge for call center managers, many benefit from looking at industry standards and benchmarks to help track their success.
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