09:26 28.02.2024

5 call center metrics for better customer experience (CX)

4 min read


The term "excellent service" can be subjective in customer experience, especially in contact center communication. Standardized metrics are essential to measure call center, chat, email, and in-person interactions, providing optimal indicators for enhancing performance, Customer Experience, and financial outcomes.

Customer Satisfaction Scores (CSAT)

Customer Satisfaction (CSAT) is crucial for call centers to measure and improve customer experience (CX). It's favored for its widespread understanding, research, and simplicity in conveying to stakeholders, serving as a prime indicator for quantitatively evaluating customer satisfaction with issue resolution at the call center.

Improve CSAT score with Sirius from Global Bilgi

Global Bilgi's cloud-based contact center software enables the setup of an efficient inbound contact center with:

  • VoIP calls;
  • call center CRM;
  • web chat;
  • messenger & social media integration.

This allows for more effective customer interaction, better understanding of their needs, and service adaptation to meet their expectations, turning each interaction into a learning opportunity and ensuring consistently exceptional customer experiences.

Net Promoter Score (NPS)

Net Promoter Score (NPS) extends beyond mere satisfaction measurement to evaluate customer loyalty and advocacy. It gauges the likelihood of customers recommending your business based on their service experience. NPS's power lies in its wording: while we might endure poor service, recommending it to others is unlikely. Conversely, exceptional service often prompts positive word-of-mouth referrals.

Service Level (SL)

Service level (SL) is the primary KPI for evaluating service levels, often measured by the "80/20" rule: operators answer calls within 20 seconds in 80% of cases. It's a valuable metric for assessing overall customer service performance, indicating potential staffing or training issues or delays in the customer journey. Consistently low SLs may suggest such issues, while consistently high SLs could indicate overstaffing or areas where customer engagement could be enhanced with more dedicated time.

How does improving the level of service (SL) affect the customer experience (CX)?

Enhancing service levels (SL) directly influences customer experience (CX) by ensuring prompt and efficient resolution of issues or inquiries. Improved SLs result in reduced wait times, quicker responses, and smoother interactions with customer service, leading to greater satisfaction, improved brand perception, and ultimately, increased customer loyalty and advocacy.

First Contact Resolution (FCR)

First Contact Resolution (FCR) is vital for customer satisfaction, measuring the percentage of inquiries resolved in a single interaction. It reflects a customer-centric approach, showcasing the team's efficiency in promptly addressing concerns. High FCR fosters trust and positive experiences, while low FCR highlights areas for improvement such as training or process optimization.

Global Bilgi's corporate training solutions guarantee success

We offer comprehensive programs covering recruitment, adaptation, and individual employee development. Whether for general adaptation or specific skill enhancement, our training ensures employee success and enhances customer experience. Investing in ongoing professional development is crucial for business growth, and our team provides customized programs tailored to your company's needs.

Average Handle Time (AHT)

Efficiency is crucial. Customers demand prompt issue resolution via phone, chat, or email. AHT is vital for satisfaction, emphasizing prompt issue resolution with thorough solutions. Rushing can result in incomplete resolutions. To optimize AHT, businesses can train agents to enhance problem-solving, use knowledge bases for quick reference, and employ automated workflows for streamlined processes.

Provide the best customer experience with Global Bilgi

Partnering with Global Bilgi ensures top-tier corporate call center outsourcing quality, irrespective of your company's size, location, or industry. Outsourcing your call center to us is seamless as we adhere to international contact center and outsourcing industry best practices. We employ a data-driven approach for all projects, measuring and supporting target call center KPIs such as SL, FCR, AHT, CSAT, and more. Deliver exceptional customer experience with a premier business process outsourcing provider like us!