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October 15, 2020

Inbound Strategies and the Top 8 Metrics for Contact Centers

For many businesses, contact centers, particularly inbound contact centers, are the lifeline of customer service. They are a critical piece to the customer satisfaction puzzle. Despite a global pandemic affecting operations – shifting from onsite to remote – businesses still need to navigate similar customer needs and optimize for the customer experience. 

Top 8 Metrics for Inbound Contact Centers

  1. Abandoned Call Rate

Abandon rate is the percentage of calls that are dropped or terminated by the customer. This is an important metric because you won’t be able to get the information you need or provide service to the customer if they don’t remain on the phone. This is one way to clearly determine the level of customer satisfaction.

  1. Average Handle Time

This is the amount of time an agent spends with a customer. Generally, this is a metric a contact center would want to keep low in order to provide service to the highest number of customers in a reduced time. You can utilize speech analytics to understand why an agent’s handle time is consistently too long or too short. Are they struggling to provide the right answers? Or are they not giving real assistance to the customer?

  1. First Contact Resolution

Also referred to as first call resolution, this metric measures how often a customer issue is resolved in the first interaction. Customers are less likely to churn if they get their issues resolved on the first try. If a customer has to call back more than once, that’s time and resources from your agents. If this measurement isn’t positive, it’s a great signal for areas you’d need to improve within the contact center.

  1. Average Time in Queue

How long is your customer waiting to speak to someone? Measure average time in the queue to get a sense for your customers’ experience. This metric helps contact center managers assess contact center efficiency. If a customer is, on average, waiting too long to speak to an agent, you can think about streamlining an agent’s script or adjusting the way an agent interacts with customers. 

  1. Customer Satisfaction

This is the metric that ultimately determines the success of your call center. Are the customers happy when they hang up the phone? A net promoter score (NPS) is generally used to determine this metric.

  1. Percentage of Calls Blocked

This is the number of calls in which a caller receives a busy tone on the other end. It represents missed opportunities to provide customer service.

  1. Average Speed of Answer

The title of this metric speaks for itself. How long does it take for a human agent to answer the phone? What’s to prevent an agent from picking up a call faster?

  1. Average After Call Work Time

How long does it take for an agent to do the work after finishing a call? You can often provide your agents with templates or systems that reduce the effort and time to close out a call.

How you can improve your inbound with customers

There are many ways businesses can interact and optimize the service provided to customers. All of the metrics above can be improved through several inbound contact center strategies. By selecting the correct technologies and integrated platforms, contact centers can be a hub of efficient activity. Let’s walk through a few:

Self-service using Interactive Voice Response (IVR)

Create IVR strategies to help drive self-service and accurate call routing to improve customer service. IVR helps to decrease customer frustration caused while on hold with features including in-queue self-service and callback options, wait-time features, and IVR-based payment capabilities. IVR also streamlines escalation to agents and makes sure customers are serviced quickly by the right agents. 

Decrease response time with virtual agents

A virtual agent is a software platform that utilizes a set of rules and Artificial Intelligence (AI) to interact with customers. A virtual agent allows for quick response time, while also helping to escalate issues that need to be solved quickly. Like IVR, virtual agents are the first line of information gathering from customers and can often resolve issues prior to needing a human agent. 

Improve contact center metrics with Speech Analytics

Speech Analytics helps decision makers review contact center and agent interactions, understand what’s working and what’s not, and improve the quality of customer exchanges and experiences. 

All of these strategies can improve the performance of inbound contact centers. By providing automation as a first interaction (think virtual agents, bots, and IVR), proper escalation to human agents, and the analysis of the interactions, businesses can consistently increase inbound efficiency.

About LiveVox

LiveVox is a leading provider of enterprise cloud contact center solutions, managing more than 14+ billion interactions a year across a multichannel environment. With over 15 years of pure cloud expertise, we empower contact center leaders to drive effective engagement strategies on the consumer’s channel of choice. Our leading-edge risk mitigation and security capabilities help clients quickly adapt to a changing business environment. With new features released quarterly, LiveVox remains at the forefront of cloud contact center innovation. Supported by over 450 employees and rapidly growing, we are headquartered in San Francisco with offices in Atlanta, Denver, Bangalore, and Colombia. To learn more, schedule a demo today.

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About LiveVox

LiveVox (Nasdaq: LVOX) is a next-generation contact center platform that powers more than 14 billion interactions a year. By seamlessly integrating omnichannel communications, CRM, AI, and WFO capabilities, the Company’s technology delivers an exceptional agent and customer experience while reducing compliance risk. With 20 years of cloud experience and expertise, LiveVox’s CCaaS 2.0 platform is at the forefront of cloud contact center innovation. The Company has more than 500 global employees and is headquartered in San Francisco, with offices in Atlanta; Columbus; Denver; New York City; St. Louis; Medellin, Colombia; and Bangalore, India. To stay up to date with everything LiveVox, follow us at @LiveVox or visit livevox.com.

To stay up to date with everything LiveVox, follow us at @LiveVox, visit www.livevox.com or call one of our specialists at (844) 207-6663.

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