Metrics: 21 terms

Definition: Customer satisfaction is a measure of how well a product, service, or overall experience meets or exceeds the expectations and needs of customers. It indicates the level of contentment or happiness customers have with their interactions, purchases, or ongoing relationships with a business. Measurement: Customer satisfaction can be assessed through various methods, including surveys, […]

Definition: Net Promoter Score (NPS) is a customer loyalty metric that measures the likelihood of customers recommending a company, product, or service to others. It is based on the premise that customers can be categorized into three groups: Promoters, Passives, and Detractors. NPS provides insights into overall customer satisfaction and loyalty. Calculation: NPS is determined

Definition: Occupancy Rate measures how much of an agent’s work time is spent on customer-related activities, such as handling calls, chats, emails, can providing case support. This is impacted primarily by Available time. See Agent Utilization. Calculation: (Work Time) /(Work Time + Available Time) * 100 Benchmark: 85-90%. Higher occupancy rates are generally desirable. However,

Definition: Offer Rate or Offer to Forecast Ratio is a metric that compares the number of contacts offered to call center agents with the forecasted contact volume for a specific period. This evaluates the accuracy of call volume forecasting and assesses the call center’s ability to effectively handle the predicted workload. Calculation: (Number of Contacts

The number of customers waiting in a queue that are answered within a specified period of time. Once the contact is answered, if it was within the timeframe it is counted positively, if it was not within the time frame or the customer disconnects before connecting, the contact is counted negatively. There is usually no

Any combination of absenteeism, tardiness, time offs, planned or unplanned, and other lost time instances that takes away from time that could have gone to assisting customers or producing for the business. There is flexibility in what is included or excluded in the consideration, but generally, only time spent working or waiting on work to

Definition: Staffing rate refers to the number of representatives available in relation to the number of representatives required to handle the customer interactions available or expected. Calculation: (Number of Agents Required/ Number of Agents Available)*100 Benchmark: Between 90-110% staffing rate based on the reliability of the demand forecast. Importance: Optimizing staffing rates is crucial for

Employees reporting late for their assigned shifts, whether or not they called in to notify. Dependent on the nature of work, employees may be evaluated on the number of late instances or the duration of work time lost due to lateness. Tardiness may also consider early departures from work that were not factored in the

The time that is taken for a new hire to achieve proficiency in the job after they have been trained. This is a measurement of how well they are able to apply the training and any development received to meet performance standards required of the role. Failing to achieve proficiency may impact continued employment, or

Definition: The transfer rate refers to the percentage of customer interactions that are transferred to another agent or department within the organization. This may be due to the interaction being incorrectly routed or the receiving representative lacking the skills or capabilities to provide a complete resolution. Calculation: (Number of Transferred Contacts / Total Number of