4 Call Center Outsourcing Metrics that Can’t be Ignored

by Kumud Dixit Seo Expert

Call center services are very crucial in today’s world. Businesses require a call center that can provide them amazing results, and at the same time stay honest. So, if you are looking for call center outsourcing solutions, pay heed to the 4 call center metrics.

Never Miss Out on These Metrics

For outsource call center companies, these metrics should be sacrosanct:

Response Time

Calls should be answered at the first ring. But that is not practically possible, so response time should always be low and exactly as per SLA. Do not force customers to disconnect the call by letting the phone ring. Keep it low and your customers will love you.

FCR

First call resolution (FCR) rate says a lot about the proficiency of your call center agents. Ensure a high FCR and win the trust of your customers.

AHT

Low AHT prevents overcrowding of queues and keeps your customers happy. Prioritize AHT and you would see a world of difference in your call center operations. Beware: Agents may try to manipulate AHT stats by avoiding tough calls, so ensure that a QA is listening.

CSAT

This metric is the cornerstone of your call center operation. A call center that maintains high Customer Satisfaction (CSAT) ensures the growth of your business.

 

 

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Created on Sep 30th 2020 05:49. Viewed 239 times.

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