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Lesson-1-Performance-Metrics-in-Call-Center

The document discusses the importance of performance metrics in contact centers, highlighting both productivity and quality metrics that measure efficiency and customer satisfaction. It emphasizes how metrics can help improve skills for agents and ensure smooth operations for companies. Additionally, it includes scenarios to illustrate best practices in customer service interactions.

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krismariellepdavila
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8 views

Lesson-1-Performance-Metrics-in-Call-Center

The document discusses the importance of performance metrics in contact centers, highlighting both productivity and quality metrics that measure efficiency and customer satisfaction. It emphasizes how metrics can help improve skills for agents and ensure smooth operations for companies. Additionally, it includes scenarios to illustrate best practices in customer service interactions.

Uploaded by

krismariellepdavila
Copyright
© © All Rights Reserved
Available Formats
Download as PDF, TXT or read online on Scribd
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What do you think "metrics"

means in the context of


receiving honors at school?
Do you think the metrics in
a contact center are the
same as or related to
receiving honors at school?
How can using metrics
help you improve in
school or at work?
PERFORMANCE METRICS IN CONTACT CENTERS
Measure productivity,
efficiency, & service quality

Ensure high
customer satisfaction
TYPES OF
PERFORMANCE
METRICS

Productivity Metrics Quality Metrics


(Quantitative) (Qualitative)
Productivity Metrics (Efficiency Focused)

Average Call Duration (ACD) – Call length

First Call Resolution (FCR) – Solved on first try

Time to Resolution (TTR) – Speed of issue resolution


Quality Metrics (Customer Experience Focused)

Customer Satisfaction Score (CSAT) - Satisfaction level

Net Promoter Score (NPS)– Will they recommend?

Escalation Rate – Issues needing higher management


Who benefits from metrics?
Agents – Helps them improve
their work and skills.

Company – Ensures
smooth operations and
customer satisfaction.
Optimizing Performance Metrics
Balance speed & quality

Analyze trends regularly

Give feedback & training


Scenario 1
A customer calls in, frustrated about a billing error.
They need immediate assistance to resolve the issue.
What should the agent do?

A. Apologize, take ownership of the issue, and resolve it


on the spot.
B. Ask the customer to call back later when a manager
is available.
C. Transfer the call to another department without
explaining why.
D. Tell the customer to check their online account and
end the call.
Scenario 2
A customer is upset about a delayed order and
raises their voice.
How should the agent respond?

A. End the call immediately because the customer is


shouting.
B. Talk over the customer to explain company policies.
C. Stay calm, empathize, and offer a solution.
D. Put the customer on hold without asking.
Scenario 3
An agent is handling a call and notices the
average handling time is increasing.

What is the best approach?

A. Rush the call and cut off the customer to meet the
time goal.
B. Listen actively, resolve the issue efficiently, and
summarize key points before ending.
C. Keep the customer on hold to reduce talking time.
D. Tell the customer to email their concerns instead.
Scenario 4
A customer requests to speak to a supervisor
about a minor issue that the agent can handle.

What should the agent do?

A. Place the customer on hold.


B. Immediately transfer the call without attempting to
solve the problem.
C. Ignore the request and continue the conversation.
D. Reassure the customer that their issue can be
resolved smoothly.
You ordered food online, and the estimated
delivery time was 30 minutes. However, your
order arrived after an hour, and the food was
cold. You contacted customer service to
report the issue.

What performance metric could a


restaurant use to track and improve
this situation?
Your home Wi-Fi suddenly stopped working.
You called your internet provider, and the
agent helped you fix it in just 10 minutes
without needing a technician visit.

Which performance metric reflects


the effectiveness of the agent's
assistance?

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