Knowing what your customers think is important for businesses, but not everybody is comfortable with asking their customers to provide feedback. While surveying customers is still a good approach to take, there are metrics that your company can track that will provide valuable information pertaining to customer satisfaction. 5 great metrics include: incident volume, first response time, resolution time, abandonment rates, and first contact resolution. The article “5 Customer Service Metrics Every Business Should Be Tracking” by Sreeram Sreenivasan (ChamberOfCommerce.com) discusses the benefits of tracking these metrics in more detail. To read this article, click the link below:
If you're interested in outsourcing with a call center, we can help at no charge!
Outsource Consultants are call center experts with over 20 years of outsourcing industry experience that have spent thousands of hours vetting and analyzing the strengths and specializations of the industry-leading call centers. Let us help you find the call center that best fits your requirements.