5 call center metrics for better customer experience (CX)

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The term "excellent service" can be subjective in customer experience, especially in contact center communication. Standardized metrics are essential to measure call center, chat, email, and in-person interactions, providing optimal indicators for enhancing performance, Customer Experience, and financial outcomes.

Customer Satisfaction (CSAT) is crucial for call centers to measure and improve customer experience (CX). It's favored for its widespread understanding, research, and simplicity in conveying to stakeholders, serving as a prime indicator for quantitatively evaluating customer satisfaction with issue resolution at the call center.

Global Bilgi's cloud-based contact center software enables the setup of an efficient inbound contact center with:

This allows for more effective customer interaction, better understanding of their needs, and service adaptation to meet their expectations, turning each interaction into a learning opportunity and ensuring consistently exceptional customer experiences.

Net Promoter Score (NPS) extends beyond mere satisfaction measurement to evaluate customer loyalty and advocacy. It gauges the likelihood of customers recommending your business based on their service experience. NPS's power lies in its wording: while we might endure poor service, recommending it to others is unlikely. Conversely, exceptional service often prompts positive word-of-mouth referrals.

Service level (SL) is the primary KPI for evaluating service levels, often measured by the "80/20" rule: operators answer calls within 20 seconds in 80% of cases. It's a valuable metric for assessing overall customer service performance, indicating potential staffing or training issues or delays in the customer