Tracking key performance indicators (KPIs) in contact centers often involves exhaustive testing, tracking, spreadsheets, surveys and more. Testing alone can include call testing, remote agent testing, latency testing, and collaborative tool testing, to name but a few. However, each of these individually can be not only time, but also resource intensive.
Cyara empowers businesses to assure CX quality with comprehensive contact center testing solutions.
If you don’t have endless time and resources to devote to this testing and tracking, then read on. We have some suggestions on the most critical KPIs that you should focus on to improve contact center quality assurance. We’ll also provide guidance on how automated contact center testing offers the best path to achieving your quality assurance objectives.
Finding the Right KPIs
First, let’s take a look at some specific KPIs that will enable you to best fulfill your objectives and enhance your operations.
Average Speed of Answering
Average speed of answering (ASA)—also known as average delay of calls measures how quickly your contact center answers a call. Specifically, ASA measures the time that the phone rings for. It is not a measure of the time that customers spend in a queue, or speaking to an interactive voice response (IVR) system.
How this metric is measured may vary from business to business, but regardless it is essential to understand. This is because customers that experience a long wait to be answered will likely hang up. And in this case, they may never reach out to your organization again.
Number testing gives your contact center the information it needs to more easily tackle any issues with ASA and improve how calls are handled. Cyara can automatically test call connections from any global toll or toll-free number. This does not require any installation or setup on your side.
First Call Resolution
This KPI is one of the most important metrics that you can measure. First call resolution (FCR) tracks whether your agent was able to resolve customer issues on the first call, or if multiple interactions were required. The more interactions it takes, the less satisfied your customer is likely to be. Research also shows that agents are likely to have lower morale if FCR is unusually low.
Audio Quality Scores
Audio quality on any call is essential to understand. After all, it’s essential for us to be able to hear and accurately comprehend what the person at the other end of the line is saying. Our platform provides you with objective, scientific perceptual evaluation of speech quality (PESQ) audio scores so that you have a clear understanding of your audio performance. Cyara also benchmarks your call performance against your own historical scores and country benchmarks.
IVR Performance
Our IVR testing solution, meanwhile, can provide you with valuable insights into your customer-facing IVR systems and pinpoint any issues. Working to your predefined testing schedule, our tool transcribes and maps your customers’ every interaction with your IVR. This makes it easier to spot FCR issues and attend to them immediately.
Average Handling Time
Average handling time (AHT) is a KPI that does exactly what it says on the tin. It tells us the average time it takes for your agents to handle a call and bring it to a positive resolution. The aim is to find a balance between prompt AHT and customer experience (CX). This means devoting the right amount of time to truly resolving customer issues and not just rushing to get them off the call in order to maintain positive KPI performance.
Cyara can help you to better manage this balance and achieve the universal imperative of maximizing CX. Our product suite performs automated call testing across all of your numbers to reveal any problems that could be affecting your AHT. These include connectivity, latency, poor audio, DTMF, CLI presentations, and much more.
ResolveAX takes things a step further, enabling your remote agents to run their own tests to determine barriers to optimal AHT. This means no more waiting for IT support and no added pressure on already overstretched IT departments. Additionally, it provides immediate, actionable results and guidance direct to your agents.
Net Promoter Score
This is the big one—the gold standard! This metric encapsulates the values from all of the previously mentioned metrics, and, really, any other KPI you might employ that impacts your quality assurance goals. Your net promoter score (NPS) measures the likelihood that your customers will recommend your brand to others. It is the ultimate customer commendation, so it’s worth striving for in all customer interactions.
With Cyara’s extensive suite of customer experience testing and monitoring tools, you have everything you need to ensure your customers are enjoying their experience. Thereby, helping to improve your NPS results. By delving into your performance metrics, you can better understand what made your customer interactions successful or not. And with this knowledge, you can work to mitigate any issues and further enhance your offering.
Automate KPI Measurement
But with such a wide array of KPIs that you can measure, how do you know which ones you should? How do you separate the essential from the nice-to-haves? For this, we have a piece of parting advice.
Data is wonderful but don’t be blinded by an unwavering dedication to KPIs. Measure only what you can, only what is useful, and automate where possible.
So, with automation in mind, why not let Cyara help you to more effectively measure your KPIs? By better understanding your contact center, you can more easily improve the efficacy of your contact center and achieve your objectives. Get in touch today and together we can work to enhance your critical performance metrics.
