Business Growth and Revenue Impact
Posted: Wed Dec 04, 2024 6:35 am
The service experience provided by efficient agents leads to increased customer loyalty. Satisfied customers are more likely to spend more and explore more products or services. Therefore, agents who handle calls efficiently help create opportunities to attract new customers and expand market coverage. Key Metrics for Evaluating Agent Performance It is always necessary to understand how your agents are performing. To assess this, you can determine their key performance indicators such as First Call Resolution (FCR), Average Handling Time (AHT), Customer Satisfaction Score (CSAT), and Net Promoter Score (NPS). First Call Resolution (FCR): The First Call Resolution measures the percentage of customer issues that are resolved without follow-up on the first contact.
A higher FCR rate indicates more efficient resolution of issues, jordan mobile phone numbers database which translates to higher customer satisfaction. Total calls resolved on first attempt Feed conversion rate. Total calls Average handle time (AHT): Average handle time (AHT) tracks the average time an agent spends on each call, including talk, hold, and post-call work time. Lower AHT reflects efficient handling without sacrificing quality. Total call time + Total hold time + Post-call work time Average Total calls Customer satisfaction score (CSAT): Customer satisfaction score (CSAT) measures customer satisfaction with their call experience, typically measured through surveys.
Total replies Net Promoter Score (NPS): Net Promoter Score (NPS) measures customer loyalty by asking customers how likely they are to recommend a service. The score is based on categorizing responses as promoters, passives, or detractors. Promoters: Loyal enthusiasts who give you a 9 or 10 and actively recommend your service. Passives: Satisfied but unenthusiastic customers who give you a 7 or 8. They are less likely to recommend your service but may still come back. Detractors: Unsatisfied customers who score 0 to 6 are likely to avoid repeat purchases and dissuade others.
A higher FCR rate indicates more efficient resolution of issues, jordan mobile phone numbers database which translates to higher customer satisfaction. Total calls resolved on first attempt Feed conversion rate. Total calls Average handle time (AHT): Average handle time (AHT) tracks the average time an agent spends on each call, including talk, hold, and post-call work time. Lower AHT reflects efficient handling without sacrificing quality. Total call time + Total hold time + Post-call work time Average Total calls Customer satisfaction score (CSAT): Customer satisfaction score (CSAT) measures customer satisfaction with their call experience, typically measured through surveys.
Total replies Net Promoter Score (NPS): Net Promoter Score (NPS) measures customer loyalty by asking customers how likely they are to recommend a service. The score is based on categorizing responses as promoters, passives, or detractors. Promoters: Loyal enthusiasts who give you a 9 or 10 and actively recommend your service. Passives: Satisfied but unenthusiastic customers who give you a 7 or 8. They are less likely to recommend your service but may still come back. Detractors: Unsatisfied customers who score 0 to 6 are likely to avoid repeat purchases and dissuade others.