Benchmark your Quality Assurance with our 'QA Impact Scorecard'
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Customer service is a vital aspect of any business. The way customers perceive the quality of service they receive can directly impact the success of the business. As such, it is important to consistently measure and track the performance of customer service teams to ensure they are meeting customers’ needs. This can be achieved by using metrics that provide insight into the key areas of customer service.  

At In-gage we’ve been discussing our favourite service metrics and have decided to share them with you!


First Contact Resolution (FCR) 

First Contact Resolution is a metric that measures the percentage of customer inquiries that are resolved during the first interaction with the customer service representative. A high FCR indicates that the team is efficient and effective in resolving customer issues, resulting in higher customer satisfaction and loyalty. The last thing you want is customers reopening cases and increasing your cost-to-serve, or internal processes/lack of knowledge causing escalations!

Check out how we are enabling FCR tracking in Salesforce here 

 

Average Handling Time (AHT) 

AHT is the average time it takes for a customer service agent to handle a customer’s enquiry. A low AHT would indicate that the employee is efficient in resolving customer issues, but it is important to ensure that quality of service is not sacrificed for speed! This can result in fast-paced service KPIs that can result in agents hanging up on customers; not ideal.

 

Customer Satisfaction (CSAT) 

is a favourite for Voice of the Customer teams as it measures the level of satisfaction customers have with the service they received. This can be measured through surveys or feedback forms. A high CSAT indicates that the team is meeting the needs of customers and providing quality service. Something to consider is that customer satisfaction can be quite subjective; one customer’s top level of satisfaction may be very different to another’s. Make sure you are using multiple survey-based metrics! 

 

Net Promoter Score (NPS) 

Net Promoter Score (NPS) is an industry-standard metric that highlights the likelihood of customers recommending your business to others. This can also be measured through surveys or feedback forms. A high NPS indicates that customers are satisfied with the service they receive and are willing to refer others to the business.  

A high NPS score will ultimately increase ‘organic sales’ from word-of-mouth recommendations. It can also be a great way to prove the ROI of your service investments.

Find out how In-gage is providing AI-powered customer surveys in Salesforce here

 

Quality Assurance (QA) 

Quality Assurance measures service consistency to help ensure that customer service representatives are providing high-quality service and adhering to company policies and industry regulations. This is usually tracked via scorecards in your CRM or on spreadsheets. 

In-gage supercharges QA processes in Salesforce with AI-powered compliance checks and emotion scoring. Learn More

 

Abandoned Call Rate (ACR) 

Abandoned Call Rate is ideal for tracking the percentage of calls that are abandoned by customers before they are answered by a representative. A high ACR indicates that customers are not able to get through to the team, which can lead to frustration and dissatisfaction. Creating improvements in FCR and AHT will usually help to reduce wait times and improve ACR rates! 

 

Service Level Agreement (SLA) Adherence 

SLA Adherence is the percentage of customer inquiries or issues that are resolved within a specified timeframe. This metric is important to ensure that customer expectations are being met and that the team is efficient in resolving issues to business expectations. 

 

Escalation Rate 

Escalation Rate looks at the number of customer inquiries or issues that are escalated to a higher level of support or management. A high escalation rate indicates that the team may not have the necessary skills or resources to resolve complex issues, and additional training or support may be required. You can utilise Quality Assurance to find the skill/process gaps that are causing these escalations.

You’ll usually find that this action will reduce your cost-to-serve and increase customer satisfaction! 

 

Benchmark your Quality Assurance Process

with our QA Impact Scorecard


Want to learn more about In-gage Quality AI?

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