BlueOcean

OCTOBER 6, 2020

Let’s face it: Contact center metrics that measure customer service as if it’s some kind of race (think Average Handle Time) are frankly table stakes. Well, in a B2B customer success model, measuring renewal rates holds your outsourced partner accountable to targets that are tied to revenue and retention.

Customer Care 156

Customer Care Contact Center Effort Score Net Promoter Score 156

TechSee

DECEMBER 22, 2019

Complex cases increase average handling time (AHT), a key performance metric that is deeply entrenched in the customer service field. Moving from providing high-effort customer experience to low-effort interactions cuts costs by 37% , and increases the likelihood of increased purchases by an astonishing 88%.

Call Center 124

Call Center Self Service Contact Center Effort Score 124

Magellan Solutions

AUGUST 1, 2021

Big brands adapt different KPIs (or Key Performance Indicators) to help them make decisions, set strategic objectives, and evaluate business processes in real-time. Average Handle Time. Net Promoter Score. Average Time in Queue. In outsourcing, KPIs determine your success with vendors.

Net Promoter Score 52

Net Promoter Score Company Call Center NPS 52

Magellan Solutions

SEPTEMBER 10, 2019

It helps you save on resources — money, time, effort, and equipment. The average call count per week. Average handling time (AHT). The average duration of each call. Review their metrics — call duration, capacity to handle calls, customer satisfaction (CSAT) scores — to gauge their performance.

Call Center 49

Call Center Call Center Solutions Contact Center Culture 49