One Third of Contact Centres Measure a Net Promoter Score

What measures do you use in your call centre

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According to our poll, 33% of contact centres are now calculating a Net Promoter Score, in an attempt to boost customer loyalty.

Furthermore, only 28% are now measuring Vallue of a Call, whilst at the other end of the spectrum, 78% are still calculating Customer Satisfaction.

Poll – “What Measures Do You Use in Your Contact Centre?” – answers

Customer Satisfaction – 78%
Agent Utilisation – 65%
First Contact Resolution – 64%
NetPromoter Score – 33%
Value of a Call (e.g. sales value) – 28%

Source: Call Centre Helper webinar: 10 Ways to reduce Average Handling Time Sample size – 337 Date: January 2013

Author
Jonty Pearce

Jonty Pearce walked into his first call centre in 1989 and has been hooked ever since. He founded Call Centre Helper in 1989.

He is an Engineering Graduate with a background in marketing and publishing. In 2020 he won the AOP Digital Publishing Award for The Best Use of Data.

He writes and speaks on a wide variety of subjects - particularly around forecasting and scheduling. His in depth knowledge of forecasting algorithms has earned him the nickname "Mr Erlang."

Connect with Jonty on LinkedIn

One Third of Contact Centres Measure a Net Promoter Score

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