Voice-based customer service is a vital channel for many businesses to connect with their customers and resolve their issues. However, how can you measure the quality and effectiveness of your voice-based customer service? In this article, we will discuss some of the key metrics that can help you evaluate and improve your voice-based customer service performance.
Customer satisfaction (CSAT) is a metric that measures how happy your customers are with the service they received. It is usually calculated by asking customers to rate their experience on a scale of 1 to 5, or by using a net promoter score (NPS) that asks how likely they are to recommend your service to others. CSAT and NPS can help you identify the strengths and weaknesses of your voice-based customer service, as well as the areas that need improvement.
Another indicator, Customer Effort Score or CES, is a one-step measure that measures the amount of customer effort to get answers, solve problems, register requests, and buy or return a product. The easier the process of using a company's services or products, the more satisfied the customer and the more loyal the customer.
First call resolution (FCR) is a metric that measures how often your agents can resolve a customer's issue or query on the first call, without needing to transfer, escalate, or follow up. FCR is an indicator of your voice-based customer service efficiency and quality, as it can reduce customer frustration, increase loyalty, and lower costs. FCR can be calculated by dividing the number of calls that are resolved on the first contact by the total number of calls.
In this kind of work, I've dealt with customers so frustrated that the first thing they state in the beginning of the call is: "This is the n-th time I'm calling today and nobody until now could solve my issue. I hope that you will be able to." To make sure your customer's issues are solved, you have to keep one thing in mind: the customer's issue is your issue. When you do this, you'll do what you can to solve it. Even though his issue is not your responsibility, you'll still do everything you can to redirect him/her to exactly who is.
Average handle time (AHT) is a metric that measures how long it takes for your agents to handle a call from start to finish, including any hold time, talk time, and after-call work. AHT is a measure of your voice-based customer service productivity and capacity, as it can affect your staffing levels, customer satisfaction, and operational costs. AHT can be calculated by dividing the total handle time by the number of calls.
Service level is a metric that measures how quickly your agents answer incoming calls, or how long your customers have to wait before they are connected to an agent. Service level is usually expressed as a percentage of calls that are answered within a certain time threshold, such as 80% of calls answered within 20 seconds. Service level is a measure of your voice-based customer service availability and responsiveness, as it can influence your customer perception, retention, and loyalty.
Agent turnover is a metric that measures how often your agents leave your organization, either voluntarily or involuntarily. Agent turnover is a measure of your voice-based customer service retention and engagement, as it can reflect your agent satisfaction, motivation, and performance. Agent turnover can also have a significant impact on your voice-based customer service quality, consistency, and costs, as it can affect your training, recruitment, and knowledge management.
Quality score is a metric that measures how well your agents adhere to your voice-based customer service standards and best practices, such as using proper greetings, listening skills, empathy, tone, and closing techniques. Quality score is usually determined by using a quality assurance (QA) process that involves monitoring, scoring, and coaching your agents based on predefined criteria. Quality score is a measure of your voice-based customer service professionalism and competence, as it can enhance your customer trust, satisfaction, and loyalty.