We all know that contact centers are crucial to our customers' total experiences. But did you know that, according to a Microsoft Dynamics 365 study from 2020, 50% of your customers think that customer service is very important when it comes to their loyalty to your brand and 40% think it is somewhat important? If the problem is resolved on the first call, only 1 out of 100 customers will switch brands while 15% will move on to another provider should the issue not be taken care of sufficiently.
Service quality (and therefore outstanding customer experiences) can only be achieved through maximum contact center efficiency. Metrics, such as average call time, number of transfers, and first call resolution rate, are often used to determine how efficiently a call center is managed. But today, organizations are increasingly looking beyond traditional "vanity" metrics to evaluate service quality. In fact, 95.7% of contact center professionals think that customer satisfaction is the most important performance indicator. (Call Centre Helper, 2021)
While there are many factors that influence your overall performance, we focused on those that have the largest impact. Some examples are:
Your ability to evaluate even basic contact center KPIs, such as call duration, hold times, transfer rates, etc.,
Your contact center agents' turn-over rate as well as your new hire onboarding and training process,
Any potential live monitoring and screen capturing capabilities,
and many more.
So, how well are you actually doing? Because it sometimes is hard to objectively determine that (and because quizzes are fun), we created a quiz that will help you get a better feel for your efficiency level.
Taking the quiz is very simple:
Answer 12 easy questions by choosing the most appropriate response out of three to five possible answers.
The quiz will score your answers in the background and calculate your efficiency. After answering all the questions, we will show you your individual result.
We will also provide tips to increase your efficiency and even show you how you can create a competitive advantage using your customer insights.
So, how did you do? What did you think of the quiz? We would love to hear your feedback in the comments and, of course, feel free to share your result on social media!