The quality of the customer relationship has become as important as the product or service itself. It is therefore important to consider qualitative indicators to further improve the service provided to clients.
Qualitative KPIs are the new trend in the customer relationship market. These indicators make it possible to assess customer satisfaction and loyalty. Quantitative indicators such as wait time and the rate of drops that are the most important KPIs remain significant in the performance measure. However, they no longer suffice. Some KPIs will soon disappear, in the case of the average duration of a call (DMT), to give way to indicators more focused on quality.
Raising signs of weakness
Some call centers are beginning to use tools to analyze conversations in order to find signals of weakness. Keywords such as the name of a competitor or a product deemed to be defective by a customer are used to assess the quality of the conversations in order to further improve the overall process.
Resolution rate
Today, companies no longer account for DMT. They prefer to rely on the result to measure the quality of the service. Thus, the rate of resolution at the first call or the rate of appointments not justified (cause of additional expenses) are more considered.
Finally, the conversion rate, bounce rate, transfer rate to selfcare, inter-channel promotion rate, re-purchase rate and commitment are also indicators that many call centers already use.