Why Contact Center Metrics Have Changed To Center The Customer
Call Center Times, Monday, December 2nd, 2024
Metrics have always been an incredibly important part of every contact center. Without them, there is no way to conduct quality assurance or evaluate the performance of your agents. But in recent years, the key metrics used to measure and judge the success and effectiveness of a call center have changed. Here, we're outlining how and why.
In the past, efficiency was the name of the game for call centers. The faster they could answer calls and the faster they could wrap them up, the better. The metrics used to measure efficiency included things like Average Handle Time, Hold Time, Average Speed of Answer and Abandonment Rate. It was generally believed that the agents were to spend as little time on the phone with a customer as possible so that they could move on to the next one. The more calls that were completed, the better. While efficiency is still incredibly important-customers are more impatient than ever-it is not the most important thing anymore. Instead, the most important thing is the customer's experience.