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The UK Contact Centre Operational Review (2007) - Contact Centre Performance |
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Written by Steve Morrell.
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The success or otherwise of contact centres has traditionally been measured by observation of key metrics, usually related to cost and efficiency – average call length, average speed to answer, % of calls answered within a certain time, etc.
While these figures are a useful and still widely-acknowledged and understood benchmark, times are changing, albeit slowly. Many contact centres now try to measure the effectiveness of their operation by tracking metrics such as first-time call resolution and customer satisfaction levels, although there are no standard measures or agreements on what constitutes a satisfied customer or fully resolved call.
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