June 14, 2023

11 KPI Metrics to Gauge Your Contact Center’s Customer Experience

11 KPI Metrics to Gauge Your Contact Center's Customer Experience

As a contact center owner or manager, your customer’s experience is at the heart of your operations. Equally as important as your agent’s experience, the customer experience (CX) involves your customer’s perceptions of your brand and how they feel about interactions with your contact center. 

Tracking KPI metrics can help your contact center to gauge the success of customer experience. Below, this article will explore 11 KPI metrics to follow and why they matter.

Why Customer Experience Is Significant

Customer experience plays an important role in setting your contact center apart from the competition. Creating an outstanding experience for your customers helps boost your revenue, develops long-term customer relationships, and improves your reputation. 

KPI Metrics to Monitor Customer Experience

Monitoring your customer experience is vital to gaining insight into how well your customers interact with your agents, products, services, and company as a whole. Tracking the following KPI metrics can help your contact center identify areas of strength as well as areas of the customer experience that could use improvement.

1. Customer Satisfaction (CSAT)

Customer satisfaction (CSAT) is one of the most important call center KPIs to monitor. Often, data about general customer satisfaction is gathered via customer surveys, giving your call center insight into how customers feel about their interaction with agents.

CSAT is a beneficial tool for contact centers to gauge customer satisfaction after one-time interactions. Regularly monitoring this feedback can help your contact center brainstorm ways to enhance the overall customer experience.

2. Average Wait Time (AWT)

Measuring the average wait time (AWT) tells your contact center the average amount of time a customer waits in the queue before speaking with an agent. 

This metric is important for customer retention, as most research suggests most customers are unwilling to wait longer than two to three minutes to reach an agent.

3. Average Time to Abandon (ATA)

The average time to abandon (ATA) rate expresses the percentage of calls that were abandoned (hung up) before speaking with an agent. Contact centers experiencing high ATA rates (10% or higher) must dig deeper to determine why agents aren’t properly connecting with callers.

There are several reasons a contact center’s ATA might be too high. Common reasons for a high ATA include a shortage of agents and technical issues that interfere with call connections. This KPI is important for contact centers to watch because hang-ups result in the loss of potential leads.

4. Average Handle Time (AHT)

Average handle time (AHT) is a KPI that measures the amount of time needed to handle a request, including time on hold, delays, and post-call tasks such as notetaking and follow-up actions. This metric allows contact centers to see how efficient agents work as well as identify areas for improvement.

5. First Call Resolution (FCR)

Successful contact center agents can usually address customer needs at the first point of contact. The first call resolution (FCR) metric tracks the number of customers who had their concerns addressed during the first call instead of needing to contact the brand multiple times.

6. Customer Churn Rate

Customer churn rate describes the percentage which people who leave your business or service in a given period. Contact centers with high customer churn rates should identify new ways to enhance customer satisfaction and improve retention rates.

7. Retention Rate

Retention rate is the opposite of customer churn rate, measuring the percentage of customers who remain with your business over a specific period. A contact center with a higher retention rate will have a lower churn rate. If either of these metrics does not perform as desired, it indicates that your contact center should make adjustments to enhance the customer experience.

8. Net Promoter Score (NPS)

Net Promoter Score (NPS) helps contact centers quickly assess how customers feel about the company as a whole. This score assesses the customer’s likelihood to recommend or refer your company to another person in their network. If your center’s NPS is too low, this may suggest improvement is needed to enhance the customer experience.

9. Customer Effort Score (CES)

The customer effort score (CES) tracks how easy it is for a customer to resolve issues. This KPI tracks how much work a customer needed to put in to get their concern resolved. If your customer effort score is too high, your contact center may be at risk of losing customers.

10. Customer Lifetime Value (CLV)

A customer’s lifetime value (CLV) predicts the amount of revenue associated with the lifetime of a customer’s relationship with your business. This amount is what your center can expect to earn throughout the relationship. Tracking this KPI allows your contact center to see the value of enhancing customer experiences to retain each customer.

11. First Response Time (FRT)

Contact centers should keep their first response time (FRT) as low as possible. This metric measures the average time it takes for an agent to respond to a customer’s concern. An FRT that is too high can frustrate customers, possibly causing them to choose a competitor that more quickly addresses their concerns.

Monitoring KPI Metrics to Improve Customer Experience

Every call center should pay close attention to these 11 essential KPI metrics that directly express the strengths and weaknesses of your customer experience. By gaining insight into your customers'[ thoughts and interactions with contact center agents, call center managers can identify ways to improve the experience and bolster success.

Using Call Tools software can also help your contact center improve the customer experience. Request a demo to see how Call Tools can support your enterprise today!

See how Call Tools can support your enterprise today!

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