A contact centre strategy can be challenging to create. Contact and call centre managers and directors are highly occupied with helping customers connect in the best way possible with their brand. Where should managers be directing their efforts? What will their customers be expecting from them, and what are their main to-do list items over the next few months?
Contact centre metrics are one of the best ways to solve a common contact centre problem — inconsistency. Imagine a customer calls into customer support and has their issue resolved within a few minutes. They feel good about their experience, and the customer support team sets a quality standard.
However, if the next time this customer calls in, they have to spend 10 minutes on hold only to have to call back two more times to have their issue resolved, this quality standard is shattered. The customer is left feeling frustrated and let down. By tracking contact centre metrics, you’ll be able to manage service quality, customer experience, outbound dialling, operational efficiency, and costs more effectively.
To make sure your contact centre strategy consistently delivers an exceptional customer experience, you have to look at the types of metrics and how they work to improve customer success. We’ve put together a concise and informative set of steps to help managers create a successful contact centre strategy. To do so, we’ve drawn on some unorthodox or contrarian thinkers and sources, as well as some more traditional sources. We hope you find it useful.
