Customer satisfaction measurement in contact centres

Panviva have published a survey of 54 UK contact centres that examines the metrics they use to manage the performance of their customer service representatives.

Almost all contact centres measure internal efficiency and performance in a number of quantifiable ways, including:

• number of calls taken
• time to answer
• average handling time
• customer acquisition rate

The survey found that customer satisfaction measurement was more imprecise; although 81% of contact centres attempted to ascertain whether customers were satisfied, it was often simply tacked on as a question to the customer at the end of the call.

65% of contact centre staff felt first call resolution is what customers want more than anything else, but that only 35% of them measured it.

You can download the report from our website.