How can Businesses Measure the success of their Inbound Contact Center?

Businesses can measure the success of their inbound contact center through various key performance indicators (KPIs), including: • First Call Resolution (FCR): The percentage of calls resolved on the first contact without follow-up. • Average Handle Time (AHT): The average time to handle a customer call, including talk time and follow-up work. • Customer Satisfaction Score (CSAT): A measure of customer satisfaction based on post-interaction surveys. • Net Promoter Score (NPS): Gauges customer loyalty and likelihood to recommend the company's services. • Service Level: The percentage of calls answered within a specified time frame, reflecting the center’s efficiency and responsiveness.