④Average response speed (ASA)
Average speed of response (ASA) is the average time it takes to respond to an inquiry. It can be calculated as follows: [ASA = total waiting time until an operator responds / number of incoming calls]. ASA is an rcs data indicator of the amount of time customers are kept waiting, and the KPI setting is generally set to within 20 seconds. Average speed of response varies depending on the number of operators and the number of inquiries. Using IVR can improve average speed of response by automating the first response.
Call center KPI list [Customer satisfaction]
Call centers need to work on improving customer satisfaction. Here are some important indicators that serve as KPIs for customer satisfaction.
1) Customer Satisfaction (CS)
Customer satisfaction (CS) is an index that shows how satisfied customers are with a service. In call centers, it varies depending on factors such as the speed of response to inquiries, the content of the response, and the how can email marketing help my business quality of follow-up afterwards. CS is generally evaluated through customer surveys. Using a quantified survey, numerical targets for each item and the overall average are set as KPIs. It is an index that varies greatly depending on the quality of the call center operators.
Net Promoter Score (NPS®) is an index that evaluates customer trust and retention. It is a measurement index that can grasp customer loyalty. A numerical evaluation is conducted through a questionnaire survey, and lithuania phone number customers are rated on an 11-point scale. Customers are classified into those who recommend the company (9-10), neutral customers (7-8), and customers who criticize the company (0-6), and NPS is calculated as “NPS = percentage of promoters – percentage of detractors.” It is an index that fluctuates depending on various qualities such as products, services, and call center response.