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Follow on Google News |  Poor recording of customer satisfaction data holds back contact centre performance - ProtoCall One• More than one in four (27%) surveyed stated their contact centre is using Net Promoter Score (NPS) to measure agent performance • 30% of contact centres surveyed do not have a reliable method of measuring customer satisfaction
By: Simon Bennett, Agility PR Ltd Nearly all (95%) of the respondents stated that their contact centres are using call volume metrics such as call abandon rate, average speed of answer and average call length to measure agent performance. Workforce metrics such as schedule adherence were used by 64% of respondents. Quality and customer-centric metrics are not as widely used, with 59% measuring agents on first call resolution, 41% using independent customer satisfaction research and 27% using NPS to evaluate agents. Less than one in twenty (4%) of respondents always invite their customers to take part in an incentivised customer satisfaction (CSAT) survey after a call, with 30% of respondents inviting a selection of callers to participate in CSAT telephone or web surveys. 43% of contact centres rely on regular external market research surveys to receive customer feedback. Worryingly, 30% of respondents stated they do not have a reliable method for measuring CSAT. When asked about plans for improving customer satisfaction during 2011, 68% of respondents stated they were looking to cut back or make more effective use of their interactive voice response (IVR) systems, with 64% looking to improving the skills match of agents to caller’s needs. More use of customer callbacks was on the agenda for 14% of respondents, and over one in four (27%) respondents stated they would work on improving the company culture. ProtoCall One polled over 40 senior contact centre decision makers at its Genesys Workforce Management User Group forum held in Solihull on 1st December 2010. Andy Turner, solutions director ProtoCall One and founder of its Genesys Workforce Management Forum, said: “It is encouraging to see the adoption of more customer oriented measurements such as NPS which are intricately linked with improving overall company performance. There is still too much reliance on operational metrics such as average speed of answer; a longer wait for a call to be answered would be overlooked by a customer if they get an effective resolution to their problem. Contact centres need to work much harder in terms of capturing customer satisfaction data – simple tools such as always inviting customers to take part in a quick survey after a call will provide valuable real-time customer satisfaction data which can quickly be fed back to the agents.” -ends- About ProtoCall One ProtoCall One is a leading contact centre consultancy and systems integrator, specialising in multi-channel communications, virtual contact centres and workforce optimisation. The company provides solutions to help businesses improve how they connect with their customers across multiple contact channels such as email, web chat, SMS and social media. ProtoCall One helps contact centre operations to improve customer experience; set and manage agent efficiency and effectiveness KPIs; optimise proactive outbound productivity; In addition, ProtoCall One helps operators implement virtual contact centres; integrate home agents; fully exploit self-service and proactively reduce call volumes. ProtoCall One also assists companies to implement best practice in contact centres enabling them to win industry awards. At a higher level, ProtoCall One works with contact centre operations heads to benchmark current performance and build business cases for future technology investment. The company is regarded as the UK’s leading Genesys solutions expert. It delivers innovative solutions for major UK and global organisations, both direct and working alongside systems integration partners including BT and Cable & Wireless Worldwide. The company supports global customers from its offices in Buckinghamshire, UK and Sydney, Australia. For more information, please visit www.pc-1.co.uk ProtoCall One sales enquiries: Jason Sparks, Commercial Director, ProtoCall One Tel: +44 (0)7966 076585. Email: jsparks@pc-1.co.uk ProtoCall One marketing enquiries: Rob Sherwin, Head of Marketing, ProtoCall One Tel: +44 (0) 07765 231023. Email: rsherwin@pc- ProtoCall One media enquiries: Miles Clayton or Simon Bennett, Agility PR Limited Tel: +44 (0) 1992 587439. Email: # # # About ProtoCall One ProtoCall One is a leading contact centre consultancy and systems integrator, specialising in multi-channel communications, virtual contact centres and workforce optimisation. The company provides solutions to help businesses improve how they connect with their customers across multiple contact channels such as email, web chat, SMS and social media. ProtoCall One helps contact centre operations to improve customer experience; set and manage agent efficiency and effectiveness KPIs; optimise proactive outbound productivity; The company is regarded as the UK’s leading Genesys solutions expert. It delivers innovative solutions for major UK and global organisations, supporting global customers from its offices in Buckinghamshire, UK and Sydney, Australia. For more information, please visit www.pc-1.co.uk End
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