A call center’s core business is customer service and satisfaction. The vast majority simply can’t afford to have business analysts on staff to monitor every key KPI and alert decision-makers to successes, problems and trends related to each.
Eleveo’s tools give every user in the contact center access to the metrics that really matter to them.
KPIs and Call Center Metrics are statistics (e.g., averages, percentages, totals, etc.) that measure your call center's operations. Metrics provide invaluable insight into your organization’s efficiency and performance. The call center metrics most contact centers track pertain to the customer experience and the performance of their people and processes.
Customer experience metrics display customers' views of service interactions, products, and/or your company as a whole. They help you track your progress toward important business goals, such as improved retention rates, increased customer loyalty, and a higher average lifetime value of customers.
These metrics include Average Handling Time, First Call Resolution, Average Resolution Time, Customer Effort Score, Net Promoter Score and more. By allowing contact center managers to track these metrics across all channels Eleveo can help you optimize call center effectiveness.
Through Eleveo's analytics and robust quality management features - including our Auto Quality Management tool - supervisors can measure customer experience, agent performance and process effectiveness and subsequently formulate strategies to improve each.
CSAT is a numerical score that gives an indication of how satisfied a client is with an interaction, service, or product. CSAT scores are obtained after surveying customers to find out how they rate their experience. Highly versatile, this is one of the most commonly measured call center metrics. Increasingly, companies are measuring agent satisfaction as well, since satisfied agents translate into delighted customers. Eleveo’s solutions measure your customers' satisfaction with your brand and your services.
Net Promoter Score (NPS) is calculated by asking one question: “How likely are you to recommend our product or service to a friend? Contact centers and call centers now use NPS as a key metric. Eleveo's NPS scores have been 88 or higher for the past three years.
Operational efficiency metrics reveal how smoothly your contact center functions. Based on these call center metrics, you can identify how effectively it allocates resources and controls costs.
Eleveo's Auto Quality Management (AQM) tool scores 100% of calls based on the metrics contact center leaders deem important. Those metrics include:
AQM's features include:
Eleveo AQM fuels analysis with visibility into 100% of agent/customer interactions. It allows managers to be proactive in identifying and addressing issues and trends in agent performance, CSAT and internal processes as they begin to emerge and before they can undermine overall contact center effectiveness.
Agent |
Will log in to the system, search for and play back their calls. |
Supervisor |
Will log in to the system, search for and play back the calls of people in his/her team to monitor for quality purposes or to investigate complaints |
QA Analyst |
Will log on to the system, plan and conduct evaluations of agents’ work (calls, e-mails, chats) to ensure that their work falls within the organization’s quality requirements. Depending on the contact center, some quality analysts may also give the agents feedback directly |
QA Manager |
Will log on to the system. Will plan and may conduct evaluations of agents’ work. They may also conduct calibrations and comparison exercises with results from post call IVR surveys. Will use reports extensively to identify training needs and verify that they have been met. |
Data Protection Officer / It security Officer |
Will log in to the system, search for and download or delete recorded calls on request to comply with GDPR. Will log in to system to download recordings for relevant authorities if required. |
IT Administrator |
Will run system to ensure that the calls covered by the appropriate laws are being automatically recorded, stored and archived in order to comply with law while minimizing the cost of legal compliance. |
Eleveo’s analytics capabilities create a 360-degree workflow solution for optimizing your business - a feedback loop consisting of metrics, feedback, training and performance. Our integrated, automated, and visually intuitive analytics and dashboards do all the data mining and KPI calculations and present decision-makers with insights at-a-glance.
Eleveo strives to simplify complexity for contact centers, reduce interruptions, and provide cost-effective, user-friendly, scalable software that can be hosted anywhere. Learn more today by filling out the form.
Prague, Czech Republic
Franklin, Tennessee
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Prague, Czech Republic
Franklin, Tennessee