A call center is akin to the heartbeat of your company. It’s where your customers may come face to face with the first time of a person that represents your brand and its values. As such, it’s an experience that can go frightfully wrong, or wonderfully right. Even if a customer calls in angry and ready to unload on your customer service rep, turning that situation around can do wonders to remedy experiences that didn’t go well.
But how do you measure how customer call centers are doing? That’s a necessary and important exercise, but those measurement metrics can be difficult to come by. Of course, there are the old-school parameters, driven by whether the first experience is robotic or human. For the former, there are questions to ask such as was the customer greeted and thanked. What else should you consider when measuring customer call centers? This graphic explains it.
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