The work of a call center agent is often stressful and demanding. This could be why the average yearly turnover rate for East African contact center workers is 30-45%, more than double the average for all jobs, according to the Quality Assurance & Training Connection (QATC).
Call center managers have begun prioritizing customer experience and satisfaction over revenue in their KPIs in response to the c-suite’s prioritization of CX improvements over call center revenue.
If you’re not already using customer surveys to collect and present customer feedback as a measure of customer satisfaction, start now.
Don’t stop tracking revenue, of course. But if your bosses want to know how business decisions are impacting CX, robust historical data is your friend.
Getting feedback is a priority for most call centers, and should be for yours as well. But it’s not easy. Most customers ignore feedback requests, especially over email. Online surveys only have a 10 to 15% response rate.
How Call Center Performance Management Improves Customer Experience
When a customer reaches out to your contact center for help with an issue, what do they expect? Do they want personal, friendly customer interactions, or do they want an effective call center agent who can provide fast resolution of their issue? The answer is both. In a recent customer experience survey by Customer Contact Week, consumers reported the following priorities:
- Easy handling of their problem;
- Fast issue resolution;
- Friendly, personalized service.
While contact center managers can rely on key performance indicators (KPIs) to track metrics like average handle time, after-call work time, customer satisfaction scores and service level, using a quantitative number to evaluate overall agent performance between customer interactions and meeting business goals is key for maintaining high levels of customer experience. That’s where leveraging contact center performance management software can help.
