Live chat customer service helps call center to provide rich customer experience by providing quality service to their customers. Call center can provide quick solutions to the problems of customers and impart other useful information thus improving the quality of the customer service. In order to be successful and gain competitive advantage in today’s challenging markets, call centers must thoroughly analyze available data and information to find out crucial metrics that has real impact on customer experience. Focusing too much on metrics like AHT or calls handled per hour will lead to downgrading of quality. While having a quality centric approach by neglecting the efficiency and quantitative metrics will adversely affect the customer experience and cost-effectiveness of call center. Although there is no specific set of metrics that forms the standard metrics for any call center, but there are few metrics that rightly reflect the efficiency of call center, customer satisfaction etc.
First Call Resolution (FCR)
First Call Resolution (FCR) is an important metric in live chat customer service and has large impact on the customer satisfaction. According to customer contact research and consulting firm Service Quality Measurement (SQM) Group, customer satisfaction drops by an average of 15% with each callback a customer makes to a contact center. The customer satisfaction levels significantly drops with each customer call back. Call center having higher FCR enjoys lower operating costs. Whereas call center having lower FCR will lead to frequent call backs from customers thereby increasing the cost for call center. Higher FCR will make sure that the customers are satisfied and hence there is very less possibility of them defecting to competitor website. When large number of customers revert back after live chat customer service, it leads to creating frustration among the team members.
Customer Satisfaction (CSAT)
Cited as one of the important metrics for any call center, higher CSAT scores will increase customer experience, sales and revenue earnings, workforce morale, and customer loyalty. Call center providing live chat customer service can adopt various new processes and procedures that can significantly limit customer dissatisfaction and foster customer retention. Many call centers have been measuring customer satisfaction through email surveys or phone interview long after the interaction is due. But a new way to survey customers just after the interaction is done helps better judge CSAT as interaction is fresh in customer’s mind. The customers are asked a range of questions about their interaction with agent. All the questions are rated on a numeric scale of 1 to 5 levels. If the customer gives poor rating then such calls are immediately reported to Supervisor or QA team.
Focusing on metrics will ensure that call centers maintain their profitability, quality customer service, efficiency, and high performance.
First Call Resolution (FCR)
First Call Resolution (FCR) is an important metric in live chat customer service and has large impact on the customer satisfaction. According to customer contact research and consulting firm Service Quality Measurement (SQM) Group, customer satisfaction drops by an average of 15% with each callback a customer makes to a contact center. The customer satisfaction levels significantly drops with each customer call back. Call center having higher FCR enjoys lower operating costs. Whereas call center having lower FCR will lead to frequent call backs from customers thereby increasing the cost for call center. Higher FCR will make sure that the customers are satisfied and hence there is very less possibility of them defecting to competitor website. When large number of customers revert back after live chat customer service, it leads to creating frustration among the team members.
Customer Satisfaction (CSAT)
Cited as one of the important metrics for any call center, higher CSAT scores will increase customer experience, sales and revenue earnings, workforce morale, and customer loyalty. Call center providing live chat customer service can adopt various new processes and procedures that can significantly limit customer dissatisfaction and foster customer retention. Many call centers have been measuring customer satisfaction through email surveys or phone interview long after the interaction is due. But a new way to survey customers just after the interaction is done helps better judge CSAT as interaction is fresh in customer’s mind. The customers are asked a range of questions about their interaction with agent. All the questions are rated on a numeric scale of 1 to 5 levels. If the customer gives poor rating then such calls are immediately reported to Supervisor or QA team.
Focusing on metrics will ensure that call centers maintain their profitability, quality customer service, efficiency, and high performance.