Learn, understand, and apply the key metrics of the contact center industry, supported, among others, by best practices gathered in the COPC Inc. (Customer Operations Performance Center) standard. The COPC standard provides a set of key management/measurement practices related to customer experience management across different service channels.

 

Service Metrics #

Service metrics from the customer’s perspective are related to how easy it is to resolve an issue and the speed with which actions are taken. This can refer to how easy it is to use a self-service system, how long it takes to connect to a live agent, or how long it takes to receive a response to an email.

 

Service Level #

This metric serves as a reliable indicator of the overall performance of a contact center. Most companies set their ideal service level around profitability. For example, a company might aim to answer at least 80% of all incoming calls within 20 seconds. Some of the actions contact centers take to improve their service levels are focused on providing comprehensive training to agents, improving inefficient processes, or incorporating technological updates to their operating systems.

The service level should be based on transactions to the queue of agents, not those answered at the queue of agents.

How is it measured?

Percentage of transactions answered before an objective threshold (e.g., before 20 seconds).

Formula: (Number of calls answered in X seconds / Total calls received) x 100%.

 

ASA (Average Speed of Answer) #

ASA is closely related to the service level and calculates the average time to respond to customer interactions within a time threshold.

How is it measured?

It corresponds to the total wait time for all calls received with respect to the total number of all calls answered. By dividing these two values, the average response speed can be reached.

Formula: Total wait time for answered calls / Total number of answered calls.

 

Abandonment Rate #

The Abandonment Rate corresponds to the number of customers who call and hang up after interacting with an IVR but before speaking to a live agent, expressed as a percentage of offered calls. Customers want their concerns or issues to be resolved quickly. It is not surprising that many of them hang up when they are kept waiting for too long. Abandoned calls indicate customer frustration and potential loss of trust in their brand.

How is it measured?

It corresponds to the percentage of abandoned interactions before being answered by a live agent.

Formula: ((Number of calls – Number of calls answered by live agents) / Number of calls) x 100%.

 

Efficiency Metrics #

Efficiency metrics are oriented towards controlling or improving the cost of operation or production in a contact center. They focus on avoiding waste and maximizing technical and human resources while protecting the customer experience.

 

AHT (Average Handle Time) #

AHT or also known as TMO (Average Operation Time or Average Operation Time) is the average time it takes to handle a real-time interaction, including all work carried out even after interacting with the customer (ACW: After Call Work). You can use this metric to set team benchmarks and discern which agents need more training to handle customer calls.

How is it measured?

Average time used per answered interaction, including talking with the customer (average talk time ATT), on hold with a customer, or in post-call time (Not ready ACW).

Formula: Sum (ATT + ACW) / Calls answered.

 

Occupation #

Occupation corresponds to tracking the time that agents are busy in productive work, as a percentage of the time that is available for productive work. Occupation rate measures the time that call center agents spend engaging customers in live calls and performing administrative tasks related to those calls. Low occupation rates may be due to non-call related duties, agent inefficiencies, longer breaks, increased meeting frequency, events, or training sessions.

How is it measured?

Formula: Productive Time / (Productive Time + Available Time).

 

Customer Satisfaction Metrics #

Customer satisfaction metrics are oriented towards controlling or improving the cost of operation or production in a contact center. They focus on avoiding waste and maximizing technical and human resources while protecting the customer experience.

 

Global Customer Satisfaction #

Corresponds to the number of responses to surveys that score in the TOP TWO BOX as a percentage of surveys received. COPC Inc. uses a 5-point scale with a neutral midpoint.

 

On a 5-point scale, ratings are categorized as follows:

TOP BOX: includes Customers who rate 5 (VERY SATISFIED).
TOP TWO BOX: includes customers who rate 5 (VERY SATISFIED) and 4 (SATISFIED).
BOTTOM TWO BOX: includes customers who rate 2 (DISSATISFIED) and 1 (VERY SATISFIED).
BOTTOM BOX: includes customers who rate 1 (VERY SATISFIED).

How is it measured?

TOP TWO BOX: Sum of Ratings in 5 and 4 / Total Surveys answered by Customers.

Benchmark: greater than or equal to 85% in the TOP TWO BOX on a 5-point scale with a neutral midpoint.

 

Global Customer Dissatisfaction #

Corresponds to the number of responses to surveys that score in the BOTTOM BOX as a percentage of surveys received. COPC Inc. uses a 5-point scale with a neutral midpoint.

On a 5-point scale, ratings are categorized as follows:

TOP BOX: includes Customers who rate 5 (VERY SATISFIED).
TOP TWO BOX: includes customers who rate 5 (VERY SATISFIED) and 4 (SATISFIED).
BOTTOM TWO BOX: includes customers who rate 2 (DISSATISFIED) and 1 (VERY SATISFIED).
BOTTOM BOX: includes customers who rate 1 (VERY SATISFIED).

How is it measured?

BOTTOM BOX: Sum of Ratings in 1 / Total Surveys answered by Customers.

Benchmark: less than or equal to 5% in the BOTTOM BOX on a 5-point scale with a neutral midpoint.

By using these key metrics, contact centers can effectively measure and evaluate their performance, identify areas for improvement, and make data-driven decisions to enhance customer experience and operational efficiency. Understanding and applying these metrics can lead to better customer satisfaction, improved agent performance, and overall success in the contact center industry.

TABLE OF CONTENTS

Learn, understand, and apply the key metrics of the contact center industry, supported, among others, by best practices gathered in the COPC Inc. (Customer Operations Performance Center) standard. The COPC standard provides a set of key management/measurement practices related to customer experience management across different service channels.

 

Service Metrics #

Service metrics from the customer’s perspective are related to how easy it is to resolve an issue and the speed with which actions are taken. This can refer to how easy it is to use a self-service system, how long it takes to connect to a live agent, or how long it takes to receive a response to an email.

 

Service Level #

This metric serves as a reliable indicator of the overall performance of a contact center. Most companies set their ideal service level around profitability. For example, a company might aim to answer at least 80% of all incoming calls within 20 seconds. Some of the actions contact centers take to improve their service levels are focused on providing comprehensive training to agents, improving inefficient processes, or incorporating technological updates to their operating systems.

The service level should be based on transactions to the queue of agents, not those answered at the queue of agents.

How is it measured?

Percentage of transactions answered before an objective threshold (e.g., before 20 seconds).

Formula: (Number of calls answered in X seconds / Total calls received) x 100%.

 

ASA (Average Speed of Answer) #

ASA is closely related to the service level and calculates the average time to respond to customer interactions within a time threshold.

How is it measured?

It corresponds to the total wait time for all calls received with respect to the total number of all calls answered. By dividing these two values, the average response speed can be reached.

Formula: Total wait time for answered calls / Total number of answered calls.

 

Abandonment Rate #

The Abandonment Rate corresponds to the number of customers who call and hang up after interacting with an IVR but before speaking to a live agent, expressed as a percentage of offered calls. Customers want their concerns or issues to be resolved quickly. It is not surprising that many of them hang up when they are kept waiting for too long. Abandoned calls indicate customer frustration and potential loss of trust in their brand.

How is it measured?

It corresponds to the percentage of abandoned interactions before being answered by a live agent.

Formula: ((Number of calls – Number of calls answered by live agents) / Number of calls) x 100%.

 

Efficiency Metrics #

Efficiency metrics are oriented towards controlling or improving the cost of operation or production in a contact center. They focus on avoiding waste and maximizing technical and human resources while protecting the customer experience.

 

AHT (Average Handle Time) #

AHT or also known as TMO (Average Operation Time or Average Operation Time) is the average time it takes to handle a real-time interaction, including all work carried out even after interacting with the customer (ACW: After Call Work). You can use this metric to set team benchmarks and discern which agents need more training to handle customer calls.

How is it measured?

Average time used per answered interaction, including talking with the customer (average talk time ATT), on hold with a customer, or in post-call time (Not ready ACW).

Formula: Sum (ATT + ACW) / Calls answered.

 

Occupation #

Occupation corresponds to tracking the time that agents are busy in productive work, as a percentage of the time that is available for productive work. Occupation rate measures the time that call center agents spend engaging customers in live calls and performing administrative tasks related to those calls. Low occupation rates may be due to non-call related duties, agent inefficiencies, longer breaks, increased meeting frequency, events, or training sessions.

How is it measured?

Formula: Productive Time / (Productive Time + Available Time).

 

Customer Satisfaction Metrics #

Customer satisfaction metrics are oriented towards controlling or improving the cost of operation or production in a contact center. They focus on avoiding waste and maximizing technical and human resources while protecting the customer experience.

 

Global Customer Satisfaction #

Corresponds to the number of responses to surveys that score in the TOP TWO BOX as a percentage of surveys received. COPC Inc. uses a 5-point scale with a neutral midpoint.

 

On a 5-point scale, ratings are categorized as follows:

TOP BOX: includes Customers who rate 5 (VERY SATISFIED).
TOP TWO BOX: includes customers who rate 5 (VERY SATISFIED) and 4 (SATISFIED).
BOTTOM TWO BOX: includes customers who rate 2 (DISSATISFIED) and 1 (VERY SATISFIED).
BOTTOM BOX: includes customers who rate 1 (VERY SATISFIED).

How is it measured?

TOP TWO BOX: Sum of Ratings in 5 and 4 / Total Surveys answered by Customers.

Benchmark: greater than or equal to 85% in the TOP TWO BOX on a 5-point scale with a neutral midpoint.

 

Global Customer Dissatisfaction #

Corresponds to the number of responses to surveys that score in the BOTTOM BOX as a percentage of surveys received. COPC Inc. uses a 5-point scale with a neutral midpoint.

On a 5-point scale, ratings are categorized as follows:

TOP BOX: includes Customers who rate 5 (VERY SATISFIED).
TOP TWO BOX: includes customers who rate 5 (VERY SATISFIED) and 4 (SATISFIED).
BOTTOM TWO BOX: includes customers who rate 2 (DISSATISFIED) and 1 (VERY SATISFIED).
BOTTOM BOX: includes customers who rate 1 (VERY SATISFIED).

How is it measured?

BOTTOM BOX: Sum of Ratings in 1 / Total Surveys answered by Customers.

Benchmark: less than or equal to 5% in the BOTTOM BOX on a 5-point scale with a neutral midpoint.

By using these key metrics, contact centers can effectively measure and evaluate their performance, identify areas for improvement, and make data-driven decisions to enhance customer experience and operational efficiency. Understanding and applying these metrics can lead to better customer satisfaction, improved agent performance, and overall success in the contact center industry.

TABLA DE CONTENIDO
TABLA DE CONTENIDO

Learn, understand, and apply the key metrics of the contact center industry, supported, among others, by best practices gathered in the COPC Inc. (Customer Operations Performance Center) standard. The COPC standard provides a set of key management/measurement practices related to customer experience management across different service channels.

 

Service Metrics #

Service metrics from the customer’s perspective are related to how easy it is to resolve an issue and the speed with which actions are taken. This can refer to how easy it is to use a self-service system, how long it takes to connect to a live agent, or how long it takes to receive a response to an email.

 

Service Level #

This metric serves as a reliable indicator of the overall performance of a contact center. Most companies set their ideal service level around profitability. For example, a company might aim to answer at least 80% of all incoming calls within 20 seconds. Some of the actions contact centers take to improve their service levels are focused on providing comprehensive training to agents, improving inefficient processes, or incorporating technological updates to their operating systems.

The service level should be based on transactions to the queue of agents, not those answered at the queue of agents.

How is it measured?

Percentage of transactions answered before an objective threshold (e.g., before 20 seconds).

Formula: (Number of calls answered in X seconds / Total calls received) x 100%.

 

ASA (Average Speed of Answer) #

ASA is closely related to the service level and calculates the average time to respond to customer interactions within a time threshold.

How is it measured?

It corresponds to the total wait time for all calls received with respect to the total number of all calls answered. By dividing these two values, the average response speed can be reached.

Formula: Total wait time for answered calls / Total number of answered calls.

 

Abandonment Rate #

The Abandonment Rate corresponds to the number of customers who call and hang up after interacting with an IVR but before speaking to a live agent, expressed as a percentage of offered calls. Customers want their concerns or issues to be resolved quickly. It is not surprising that many of them hang up when they are kept waiting for too long. Abandoned calls indicate customer frustration and potential loss of trust in their brand.

How is it measured?

It corresponds to the percentage of abandoned interactions before being answered by a live agent.

Formula: ((Number of calls – Number of calls answered by live agents) / Number of calls) x 100%.

 

Efficiency Metrics #

Efficiency metrics are oriented towards controlling or improving the cost of operation or production in a contact center. They focus on avoiding waste and maximizing technical and human resources while protecting the customer experience.

 

AHT (Average Handle Time) #

AHT or also known as TMO (Average Operation Time or Average Operation Time) is the average time it takes to handle a real-time interaction, including all work carried out even after interacting with the customer (ACW: After Call Work). You can use this metric to set team benchmarks and discern which agents need more training to handle customer calls.

How is it measured?

Average time used per answered interaction, including talking with the customer (average talk time ATT), on hold with a customer, or in post-call time (Not ready ACW).

Formula: Sum (ATT + ACW) / Calls answered.

 

Occupation #

Occupation corresponds to tracking the time that agents are busy in productive work, as a percentage of the time that is available for productive work. Occupation rate measures the time that call center agents spend engaging customers in live calls and performing administrative tasks related to those calls. Low occupation rates may be due to non-call related duties, agent inefficiencies, longer breaks, increased meeting frequency, events, or training sessions.

How is it measured?

Formula: Productive Time / (Productive Time + Available Time).

 

Customer Satisfaction Metrics #

Customer satisfaction metrics are oriented towards controlling or improving the cost of operation or production in a contact center. They focus on avoiding waste and maximizing technical and human resources while protecting the customer experience.

 

Global Customer Satisfaction #

Corresponds to the number of responses to surveys that score in the TOP TWO BOX as a percentage of surveys received. COPC Inc. uses a 5-point scale with a neutral midpoint.

 

On a 5-point scale, ratings are categorized as follows:

TOP BOX: includes Customers who rate 5 (VERY SATISFIED).
TOP TWO BOX: includes customers who rate 5 (VERY SATISFIED) and 4 (SATISFIED).
BOTTOM TWO BOX: includes customers who rate 2 (DISSATISFIED) and 1 (VERY SATISFIED).
BOTTOM BOX: includes customers who rate 1 (VERY SATISFIED).

How is it measured?

TOP TWO BOX: Sum of Ratings in 5 and 4 / Total Surveys answered by Customers.

Benchmark: greater than or equal to 85% in the TOP TWO BOX on a 5-point scale with a neutral midpoint.

 

Global Customer Dissatisfaction #

Corresponds to the number of responses to surveys that score in the BOTTOM BOX as a percentage of surveys received. COPC Inc. uses a 5-point scale with a neutral midpoint.

On a 5-point scale, ratings are categorized as follows:

TOP BOX: includes Customers who rate 5 (VERY SATISFIED).
TOP TWO BOX: includes customers who rate 5 (VERY SATISFIED) and 4 (SATISFIED).
BOTTOM TWO BOX: includes customers who rate 2 (DISSATISFIED) and 1 (VERY SATISFIED).
BOTTOM BOX: includes customers who rate 1 (VERY SATISFIED).

How is it measured?

BOTTOM BOX: Sum of Ratings in 1 / Total Surveys answered by Customers.

Benchmark: less than or equal to 5% in the BOTTOM BOX on a 5-point scale with a neutral midpoint.

By using these key metrics, contact centers can effectively measure and evaluate their performance, identify areas for improvement, and make data-driven decisions to enhance customer experience and operational efficiency. Understanding and applying these metrics can lead to better customer satisfaction, improved agent performance, and overall success in the contact center industry.