Many contact center managers are optimizing their staffing models around a metric called ‘queue time’. In simple words, queue time measures the time your average customer spends waiting in queue for an employee to pick up their call or answer their email. There are different variations of this also known as wait time, average speed to answer and probably many more.
For a long time, ACD’s were only capable of producing these metrics and we had hardly any choide to use these as our compass for reading the efficiency and effectiveness of customer service.
That said, we now have a new type of metric to leverage. ‘Net Promoter Score’ and ‘Customer Effort Score’ are every day language for leading brands and many business managers. These metrics are designed to measure customer lifetime valueinstead of short-term cost optimization only.
What is great about having these new metrics is that we can now correlate them with our old metrics. In other words, does long queue time really impact customer loyalty or satisfaction?
Chances are you could be optimizing towards the wrong metric!
Some studies reveal that customers can be perfectly happy to wait for 15 minutes in queue and still award you a high NPS score.
It get’s really interesting to understand what negatively impacts Net Promoter Score or Customer Effort Score. These same reports show that having to transfer a call to another agent actually kills customer loyalty scores almost immediately.
Imagine what happens when you have to transfer a call multiple times?
If you are interested in analyzing correlations between operational metrics and customer satisfaction metrics, checkout this demo of Genesys Interactive Insights. You can also watch a replay of my recent webinar called ‘Aligning Contact Center Metrics with your Customer Experience Strategy here.
Follow me on twitter: @stefancaptijn