Not long ago, across nearly every industry, call centers were considered cost centers. Executives considered agent salaries as a necessary cost of doing business and tracked efficiency metrics that often resulted in frustrating automated experiences and long wait times for their customers.
The most successful companies today understand that delivering an outstanding customer experience is a competitive differentiator. In fact, 87% of customers said they’re willing to buy more products from companies that provide exceptional experiences and eight out of ten customers reported that they would switch brands if they received poor service.
Modern contact center leaders know that their team is a critical part of delivering a positive customer experience. But if your contact center hasn’t evolved its call tracking metrics to embrace customer experience, it may be falling short.
As successful companies embrace customer satisfaction, they also recognize that employee satisfaction is a contributing factor. When contact center agents feel valued and are excited to go to work each day, their enthusiasm spills over to the interactions they have with customers. That’s why it’s also important to monitor call tracking metrics related to operational efficiency. If call volumes are overwhelming, processes are cumbersome, or tools are outdated, agents are not able to serve customers as well as they’d like. Measuring agent satisfaction can be as simple as asking if they are satisfied with their jobs or employee satisfaction can be measured on a scale of 1 to 10 similar to customer satisfaction.