First Call Resolution (FCR): This measures the percentage of customer issues or inquiries resolved in a single interaction without the need for follow-up calls. It indicates the efficiency and effectiveness of agents in addressing customer needs promptly.
Average Handling Time (AHT): AHT tracks the average duration of a call from start to finish, including hold time and after-call work. While a low AHT is desirable, it should not compromise the quality of service provided.
Service Level: Service level measures the percentage of calls answered within a specified time frame, usually within a certain number of seconds. For example, a common service level goal might be to answer 80% of calls within 20 seconds.
Customer Satisfaction (CSAT): Customer satisfaction surveys yielded a CSAT score of 4.2 out of 5 for interactions with Tri Source International, reflecting positive customer sentiment and satisfaction with the service provided.
Net Promoter Score (NPS): Tri Source International achieved an NPS of 70, indicating a high likelihood of customers recommending the company's services to others, which bodes well for long-term business growth.
Quality Assurance (QA) Scores: QA assessments of interactions handled by Tri Source International agents consistently met or exceeded the predefined quality criteria, with an average QA score of 90%.
Agent Attrition Rate: Tri Source International experienced a low agent attrition rate of 10% during the reporting period, indicating a stable workforce and effective retention strategies.
Occupancy Rate: The occupancy rate for Tri Source International agents averaged 85%, indicating efficient utilization of resources and effective workload management.
Abandonment Rate: Tri Source International maintained a low abandonment rate of 5%, indicating minimal instances of callers hanging up before reaching an agent, which reflects good call routing and service levels.
Cost per Call: Cost per call calculates the average expense incurred for each customer interaction, including agent salaries, technology costs, and overhead. Managing and optimizing costs while maintaining service quality is crucial for outsourcing call center operations.
Tri Source International has demonstrated strong performance across key metrics, including high FCR rates, satisfactory AHT, service level adherence, and positive customer feedback. With a focus on quality, efficiency, and customer satisfaction, Tri Source International continues to be a valuable partner in delivering exceptional customer service and support.
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