4 Key Performance Points In Contact Centers

As organizations have a clearer vision of the call center, their most important strategic priorities change and their leaders make decisions about the specific forms of improvement they must pursue. These areas will consume most of your attention and resources. The performance in these areas will determine, accordingly, if the call center is successful.

Key performance points in contact centers:

1) Reduce User Effort

In this sense, the use of self-service will play a fundamental role. Almost 67% of companies identify the increasing use of self-service as a priority, making it the most popular approach for call centers today.

An effective self-service platform is efficient for the organization and convenient for the user. Likewise, an increase in its use also produces wider performance benefits. By handling a higher percentage of transactional tasks, self-service platforms allow agents to focus on offering a higher value commitment to users.

These tools will also allow more user processable information to be captured and, therefore, can provide agents with a broader context. That is, when the self-service platform is effective, users and agents benefit significantly.

2) First Contact Resolution (FRC)

According to an annual CCW Digital survey, users confirm the first contact resolution (FCR) as the main sign of a great experience. In order to meet this demand, 61% of call centers consider the FCR as a priority.

FCR is a simultaneous reflection of the experience offered by the organization and the contact function with the user that is operating. After all, FCR takes strong knowledge bases, powerful interfaces, actionable user intelligence, user-centered processes and productive training to ensure that agents can successfully solve their problem or query during the initial interaction.

3) Increase Digital Capabilities

FCR is also acquiring renewed importance in the era of digital engagement. If organizations are serious about creating more robust digital and self-service options, they will commit to increasing resolution rates within these channels.

By specifically focusing on utilization, organizations establish responsibility for their digital channels. They will provide significant commitment and support, not mere “communication,” in these media.

As users feel more comfortable and confident in these channels, they will use them more frequently. Therefore, when agents and users speak through the voice channel, it will be a matter of added value.

4) Reduce Agent Effort

Among the priorities of 54% of organizations, reducing the effort of agents and improving their user knowledge base, is one of the performance objectives. Consequently, improving this base will create more productive and less frustrated agents.

The knowledge base will also be incorporated into self-service tools, since in companies that want to increase their use, a solid knowledge platform becomes especially important.

Meanwhile, the objective of reducing agent effort will be responsible for all systems (communication tools, control panels, CRM solutions, routing platforms…) that affect the workflow.