What metrics are key to track when evaluating customer contact quality assurance program success?

1 Customer Satisfaction (CSAT)

Customer satisfaction is the most obvious and direct metric to track when evaluating your customer contact quality assurance program. It measures how happy your customers are with the service they received from your agents. You can collect CSAT feedback through surveys, ratings, or reviews after each contact or at regular intervals. CSAT scores can help you identify the strengths and weaknesses of your agents, the impact of your quality assurance processes, and the overall perception of your service quality. You should aim to maintain or increase your CSAT scores over time and address any issues that lower them.

2 First Contact Resolution (FCR)

First contact resolution is another critical metric to track when evaluating your customer contact quality assurance program. It measures how often your agents are able to resolve customer issues or queries on the first contact, without requiring any follow-ups or transfers. FCR rates can help you assess the efficiency, accuracy, and effectiveness of your agents, as well as the clarity and completeness of your information and resources. FCR rates can also affect your CSAT scores, as customers tend to be more satisfied when their problems are solved quickly and easily. You should aim to increase your FCR rates over time and reduce any barriers that prevent them.

3 Quality Score (QS)

Quality score is a metric that measures how well your agents adhere to your quality standards and best practices when handling customer contacts. It is usually calculated by using a quality assurance checklist or rubric that evaluates various aspects of your agents' performance, such as communication skills, product knowledge, empathy, professionalism, and compliance. Quality score can help you monitor and improve the quality of your customer contacts, as well as provide feedback and coaching to your agents. You should aim to achieve or exceed your quality score targets over time and address any gaps or errors that lower them.

4 Net Promoter Score (NPS)

Net promoter score is a metric that measures how likely your customers are to recommend your service to others. It is based on a simple question that asks your customers to rate how likely they are to refer your service to a friend or colleague on a scale of 0 to 10. Customers who give a 9 or 10 are considered promoters, customers who give a 7 or 8 are considered passives, and customers who give a 6 or lower are considered detractors. NPS is calculated by subtracting the percentage of detractors from the percentage of promoters. NPS can help you gauge the loyalty, advocacy, and retention of your customers, as well as the impact of your service quality on your reputation and growth. You should aim to increase your NPS over time and reduce the number of detractors.

5 Agent Engagement (AE)

Agent engagement is a metric that measures how motivated, committed, and satisfied your agents are with their work and environment. It is influenced by factors such as recognition, feedback, training, empowerment, culture, and incentives. Agent engagement can help you evaluate and enhance the well-being, performance, and retention of your agents, as well as the quality of your customer contacts. Engaged agents tend to be more productive, efficient, accurate, and empathetic than disengaged agents. You should aim to improve your agent engagement over time and address any issues that lower it.