Improve contact centre performance

Performance in the contact centre has multiple facets, business performance, customer experience performance and agent performance which can be evaluated quantitatively (numerical, measurable data) or qualitatively (language-based descriptive feedback which requires interpretation). It is common practice to select multiple key performance indicators (KPIs) to examine performance across these different areas. By using both operational metrics and success metrics contact centres can target efficiency without sacrificing customer satisfaction.

Improving contact centre performance requires a multi-pronged approach: efficient processes, intuitive technology, employee training and engagement and continuous improvement processes. Equally, the metrics used to measure performance are also often influenced by multiple factors, so any improvement drive needs to tackle the underlying pain points. Therefore, improvement relies on targeting pain points, defining the goals, identifying KPIs and measuring the outcome. This promotes informed decision-making and ongoing improvement is possible. As contact centres are dynamic environments and performance is influenced by both internal and external factors a continuous improvement approach is necessary.

Poor performance can impact customer and agent satisfaction as well as drive up costs, decrease revenue and impact brand reputation. Ultimately performance influences business success.

Whether supervisor-initiated or agent-initiated, improving performance relies on people, processes and technology. Onboarding, coaching, professional development and a supportive culture mentally prepare and prime agents for higher performance through a combination of ability and engagement. This needs to be provided together with streamlined processes and up-to-date technology to prevent both client and agent frustrations which can restrict performance.

There are many well-known KPIs like average handling time (AHT), first call resolution (FCR), customer satisfaction (CSAT) and net (promotor score (NPS). Choosing KPIs and setting priorities helps your contact centre better serve your organisation and customers by aligning with your values and promoting efficient service. Perhaps your goal is FCR, in which case AHT may be less important, or maybe it’s rapid responses that matter most. Prioritising one thing inevitably deprioritises something else. What’s important is finding the balance of compromise and KPIs, that align with your business goals as well as what customers need and expect from your brand.

KPIs can improve customer service when they are used to make informed decisions. However, poor use of KPIs or too narrow a focus on a single performance area can actually negatively impact customer service. The key is to select KPIs that align with your goals and make changes to any pain points limiting performance then measure the result, review and refine. The complex nature of contact centres means outcomes are not always linear or predictable.