{"id":1218,"date":"2023-06-15T21:30:27","date_gmt":"2023-06-15T21:30:27","guid":{"rendered":"https:\/\/www.confiebpo.com\/knowledge-center\/?p=1218"},"modified":"2024-09-13T18:53:26","modified_gmt":"2024-09-13T18:53:26","slug":"most-important-call-center-metrics","status":"publish","type":"post","link":"https:\/\/www.confiebpo.com\/knowledge-center\/bpo-call-center\/most-important-call-center-metrics\/","title":{"rendered":"The Most Important Call Center Metrics: Measuring a Culture of Operational Excellence"},"content":{"rendered":"\n

Your BPO call center acts as the interface between your customers and your company. <\/p>\n\n\n\n

All successful call center operations<\/a> base their performance on the careful tracking of key performance indicators (KPIs).<\/p>\n\n\n\n

While a razor focus on call center KPIs may show that your Business Process Outsourcing (BPO) company is paying close attention to performance, it’s also very important for to make sure there are decision makers in the call center environment to better understand conditions \u201con the ground.\u201d<\/p>\n\n\n\n

In this guide, you’ll learn about industry-standard metrics and how to monitor your call center partner\u2019s performance to improve your business\u2019s overall customer experience.<\/p>\n\n\n\n

Note: All good call centers use these metrics to generate reports and results for their partner companies.<\/p>\n\n\n\n

First Contact Resolution (FCR)<\/strong><\/h2>\n\n\n\n

To calculate FCR, you simply find the percentage of customer inquiries that were resolved in the first interaction with your contact center. <\/p>\n\n\n\n

A high FCR may indicate high customer satisfaction and efficient problem resolution.<\/p>\n\n\n\n

Your BPO partner is constantly working to improve its FCR. Done right, it saves your partner\u2019s operational expenses and resources expended on each individual customer interaction \u2013 savings that can be passed on to you.<\/p>\n\n\n\n

Improving FCR may consist of the following steps:<\/h3>\n\n\n\n