News & Information for Technology Purchasers NewsFactor Sites:       NewsFactor.com     Enterprise Security Today     CRM Daily     Business Report     Sci-Tech Today  
   
Home Enterprise I.T. Cloud Computing Applications Hardware More Topics...
GET RECOGNIZED
Let an ISACA® certification elevate your career.
Register today and save
You are here: Home / CRM Systems / Manage Contact Centers for Success
Is your endpoint data protected?
Five Must-Watch Performance Measures for Contact Centers
Five Must-Watch Performance Measures for Contact Centers
By Jennifer LeClaire / NewsFactor Network Like this on Facebook Tweet this Link thison Linkedin Link this on Google Plus
PUBLISHED:
APRIL
01
2013



Tech issues in the contact center, even small ones, can have an enormous impact on customer experience. Proper testing and monitoring within the contact center infrastructure is no longer a nice-to-have, it's a must-have. The chance of a negative customer experience is too great a risk to take.

To better understand customer experience in the contact center, it is important to track certain key performance indicators (KPIs). By closely monitoring these KPIs in real-time, contact centers can spot service degradations and possibly preempt their impact on end-customers.

To learn more about the key performance indicators that contact center managers should monitor, we spoke with Tim Moynihan, vice president of Marketing for Empirix. His company focuses on end-to-end network performance visibility and offers solutions for analyzing customer behavior in real-time.

Moynihan helped us identify these five key performance indicators for running a successful contact center:

1. Call Blockage Rate

Used by most contact centers today, the call blockage rate measures how well customers can access services. "When solutions are not working properly or the contact center cannot handle the sheer volume of customer inquiries, calls are not answered," Moynihan said. "A high blockage rate has an immediate and negative effect on customer satisfaction."

2. Call Abandonment Rate

"High abandonment rates indicate application problems, incorrect routing latencies in back-end communications or inefficient management of customer service resources," says Moynihan. "These conditions result in frustrated customers who are unable to get their problems fixed in an efficient and timely manner."

3. Voice Quality of Service

Poor voice quality reflects badly on any company. It also leads to an increase in call length when customers and agents cannot understand each other and are forced to continuously repeat themselves. "In extreme cases, customers will hang up and try again," Moynihan says. "Either way, these delays can be extremely expensive to both customer loyalty and overall cost per call."

4. Repeat Calls

This is a measurement of how many times a customer contacts the company before his or her issue is corrected. "A variety of technical issues can lead to higher repeat call rates--improper routing, long queue lines, dropped calls and more," says Moynihan. "This KPI also reflects how successfully agents are able to satisfy customers, the first time."

5. Mean Time to Diagnose

Pinpointing the cause of problems in today's complex environments can be difficult. "Decreasing Mean Time to Diagnose is essential for limiting the negative impact on customers," Moynihan says. "Additionally, it drives considerable cost savings for the organization as support man-hours can add up quickly."

The Bottom Line

No contact center manager wants to lose a customer because of a technical glitch or other behind-the-scenes difficulties. Performance monitoring solutions, like those offered by Empirix, can help by providing an end-to-end view of performance indicators across the entire contact center.

"More than just tracking how well the bits and bytes are floating through the network, [these monitoring tools] assess application performance, service quality, system delays, and related factors to provide a true picture of customer experience," Moynihan says.

"End-to-end performance monitoring simplifies KPI reporting and enables companies to more efficiently isolate, drill into and diagnose issues, thereby reducing their negative impact."

The bottom line: To run a successful call center or contact center, managers need to keep their eye on the money by knowing what to monitor and how to resolve kinks in the system that inevitably arise.

Tell Us What You Think
Comment:

Name:

Like Us on FacebookFollow Us on Twitter
TOP STORIES NOW
MAY BE OF INTEREST
IT departments are embracing cloud backup, but there's a lot you need to know before choosing a service provider. Learn all the critical things you need to know by accessing the white paper, "5 Things You Didn't Know About Cloud Backup". Access the White Paper now.
MORE IN CRM SYSTEMS
Product Information and Resources for Technology You Can Use To Boost Your Business

Network Security Spotlight
Dairy Queen Latest Retailer To Report Hack
Dairy Queen is known for its hot fries and sweet treats, but it just made cyber history as the latest victim of a hack attack. The fast food chain said that customer data at some stores may be at risk.
 
Lessons from the JPMorgan Chase Cyberattack
JPMorgan Chase is investigating a likely cyberattack. The banking giant is cooperating with law enforcement, including the FBI, to understand what data hackers may have obtained.
 
Who Is the Hacker Group Lizard Squad?
Are they dangerous or just obnoxious? That’s what many are wondering about the hacker group Lizard Squad, which tweeted out a bomb threat that grounded a flight with a Sony exec aboard.
 

Enterprise Hardware Spotlight
Intel Intros Lightning-Fast PC Processors
Call it extreme. Intel just took the covers off its first-ever eight-core desktop processor, which is aimed at hardcore power users who expect more than the status quo from their computers.
 
HP Previews ProLiant Gen9 Data Center Servers
Because traditional data center and server architectures are “constraints” on businesses, HP is releasing new servers aimed at faster, simpler and more cost-effective delivery of computing services.
 
Apple Set To Release Largest iPad Ever
Tech giant Apple seems to have adopted the mantra “go big or go home.” The company is planning to introduce its largest iPad ever: a 12.9-inch behemoth that will dwarf its largest existing models.
 

Mobile Technology Spotlight
Samsung Maps Its Way with Nokia's 'Here' App for Galaxy Phones
Korean electronics giant Samsung has opted to license Here, Nokia’s mapping app -- formerly known as Nokia Maps -- for its Tizen-powered smart devices and Samsung Gear S wearable.
 
Google Successfully Tests Its Own Delivery Drone
While top technology companies are engaged in an "arms race" to develop drones that can quickly deliver goods to anyone anywhere, Google has revealed it successfully tested its own version.
 
Will iPhone Finally Catch Up with NFC Mobile Payment Ability?
Apple's latest version of the iPhone may have a mobile wallet to pay for purchases with a tap of the phone. The iPhone 6 reportedly is equipped with near-field communication (NFC) technology.
 

Navigation
NewsFactor Network
Home/Top News | Enterprise I.T. | Cloud Computing | Applications | Hardware | Mobile Tech | Big Data | Communications
World Wide Web | Network Security | Data Storage | CRM Systems | Microsoft/Windows | Apple/Mac | Linux/Open Source | Personal Tech
Press Releases
NewsFactor Network Enterprise I.T. Sites
NewsFactor Technology News | Enterprise Security Today | CRM Daily

NewsFactor Business and Innovation Sites
Sci-Tech Today | NewsFactor Business Report

NewsFactor Services
FreeNewsFeed | Free Newsletters

About NewsFactor Network | How To Contact Us | Article Reprints | Careers @ NewsFactor | Services for PR Pros | Top Tech Wire | How To Advertise

Privacy Policy | Terms of Service
© Copyright 2000-2014 NewsFactor Network. All rights reserved. Article rating technology by Blogowogo. Member of Accuserve Ad Network.