Contact Center Metrics Quiz

10 Questions

What is First Contact Resolution (FCR)?

The percentage of contacts resolved on the first attempt

Which metric shows whether customers are being attended to and if there is a need for more support agents or additional training?

Tickets Handled

What is Agent Utilization?

The ratio of agent productivity to their capacity

What is the purpose of tracking Cost per Ticket/Contact?

To plan future budgets

Which metric measures customer satisfaction and enthusiasm for a company's service?

Net Promoter Score (NPS

What is Customer Satisfaction Score (CSAT)?

A metric that measures customer satisfaction with contact center service

What is the purpose of tracking Contacts per Agent per Month?

To evaluate agent productivity

What is the purpose of tracking Net Promoter Score (NPS)?

To predict customer loyalty and lifetime value

What is the purpose of tracking Customer Effort Score (CES)?

To identify pain points and obstacles in contact center ease of use for customers

What should be carefully evaluated when setting KPIs and agent performance expectations?

Customer dissatisfaction drivers

Study Notes

Poor contact center service leads to dwindling patronage in businesses.
Effective analysis of contact center agent performance metrics is necessary for improving service quality.
First Contact Resolution (FCR) tracks the percentage of contacts resolved on the first attempt and is a key metric to track.
Average Handle Time (AHT) is the average amount of time an agent spends on a customer issue and is important but should be evaluated with other metrics to ensure quality service.
First Response Time (FRT) is the average amount of time from when a customer submits a request to when an agent responds and is crucial for improving customer service productivity.
Tickets Handled and Tickets Backlog are metrics that show whether customers are attended to and if there is a need for more support agents or additional training.
Agent Utilization is the ratio of agent productivity to their capacity and can be tracked to improve productivity.
Cost per Ticket/Contact is the average cost of resolving a ticket and is necessary for planning future budgets.
Contacts per Agent per Month is the average monthly inbound contact volume divided by the number of agents in the contact center and is a good indicator of agent productivity.
Net Promoter Score (NPS) is a customer satisfaction indicator that measures customer satisfaction and enthusiasm for a company's service.
Net Promoter Score (NPS) measures customer loyalty and predicts business growth
A low NPS requires root cause analysis to identify drivers of dissatisfaction
Customer Satisfaction Score (CSAT) measures customer satisfaction with contact center service
CSAT predicts customer loyalty and lifetime value
CES measures contact center ease of use for customers
A high CES predicts future purchase behavior
CES should be combined with analysis to identify pain points and obstacles
Tracking contact center metrics is key to boosting customer satisfaction
KPIs and agent performance expectations should be carefully evaluated
Customer dissatisfaction may not be due to agents' lack of skill or knowledge, but other factors such as internal policies or service level agreements.