Measuring business results is the key to having a competitive brand, but if the indicators used are not relevant to the organization, the obtained data will not have the desired effect. According to a study conducted in March 2014 by Call Center IQ, the most important performance measurements in the customer care industry (in the next 6-18 months) are: the customer retention rate; the customer satisfaction rate; customer effort (the effort customers make in order to obtain a product or service); net promoter rate (how much the customers recommend the product/service of a company) and first call resolution. The study was conducted at international level, among some of the most representative call centers.
For more information, please see the Romanian version of the article, here.
