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How Best Practices Influence Call Center KPIs

Posted by: Bonet Lobo | January 10, 2013

Knowing about the best practices to be adopted in call centers is important, because customer contact centers have become strategic to organizations. Today, they are truly the face of the organization. So it’s imperative that they deliver the best possible customer experience. At the same time, enterprises must deliver quality customer service efficiently and cost-effectively. Wipro conducted a survey across contact center process owners in diverse industries, asking them to share which practices they followed and how they scored on six identified KPIs—customer satisfaction, first call resolution, utilization, cost per contact, call abandonment rate and call quality score. We then mapped these six leading practices to individual KPIs to quantify the impact.