Do you pay attention to the right KPIS?
3 IMPORTANT KPIS
KPIS are essential to parameterise operations or to monitor the level of satisfaction of your customers.
1. NPS
NPS, or Net Promoter Score, is a loyalty metric/KPI used to measure customer satisfaction.
"On a scale of 0 to 10, how likely is it that you would recommend [company] to a friend or acquaintance?
2. AFTER CALL TIME
Post-call work should be measured and controlled and, ideally, kept to a minimum to ensure that the agent's time is spent handling the customer interaction.
It is closely related to efficiency
3. AVERAGE WAITING TIME
Did you know that 15% of callers tend to hang up within 40 seconds, but the average hold time is 56 seconds.
On average, customers will only wait 90 seconds before hanging up, and 24% of callers who hang up will not call back.
And, when you consider that First Call Resolution (FCR) is one of the key metrics and something that delights your customers, this becomes an important issue.
