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Important Metrics for E-Commerce Call Center Outsourcing Services

It is a known fact that metrics are crucial to every business. A company willing to move forward will ensure to have metrics for everything. It offers a range of benefits to companies, from service improvement to customer enhancement.

Similarly, if you choose a call center service for your e-commerce venture, they also have metrics for keeping track of your business and the services they offer. Metrics are crucial as it helps analyze where your business is going in terms of customer satisfaction.

Since we are aware that outsourcing customer services do not work in a vacuum, they are your collaborative partners at every step. And if they are doing well, it reflects that your e-commerce venture is also doing well.


We have enlisted here seven metrics vital for e-commerce call center outsourcing services.

  1. Average Handle Time (AHT): Average Handle Time is the total time or hours used to handle customer calls. It includes both Average Talk Time (ATT) and Average After Call Work Time (AACWT), as some complaints are not closed with just a call and require after-work. The best way to manage AHT for an e-commerce venture is to install CRM. It helps keep track of all customer engagements, with instant access to their history. AHT is, thus, significantly reduced with custom and correct resolutions to customer issues. In this way, customers need not wait too long for complaint resolution. It also guarantees customer satisfaction.
  2. First Call Resolution Rate(FCR): Another metric measured by call center services for e-commerce is the First Call Resolution Rate. It measures the rate of customer requests resolved by agents on first contact with the customer. It is an important metric to measure the success of a business. It is because customers can gauge from the first call itself how seriously their complaints get taken by the company. 
  3. Resolution Rate: Resolution Rate is one more metric measured by e-commerce call center outsourcing providers. It means the total resolution percentage of the customer complaints resolved by the service provider. It involves dividing the total number of requests by the number of requests resolved. If a service provider provides resolution to queries of customers within 24 hours, then it implies successful handling of customer services.
  4. Ticket Request Volume: What differentiates exceptional customer service from an average one is the speed with which they resolve customer requests. Outsourced call center services measure another parameter that is Ticket Request Volume. It is the number of tickets received by the call center over a period of time, say a month or so. If a company gets high volumes of tickets in general or around new product upgrades or launches, it indicates issues in the company that need attention. 
  5. Net Promoter Score of NPS: NPS is another crucial metric measured by e-commerce call center outsourcing services. It relays customer loyalty towards your brand, where customers have to choose from a scale of 1-10. It is a vital parameter to gauge the opinion of customers. Even though all customers do not participate in the survey, it still is a window to assess customer satisfaction and loyalty.
  6. Customer Lifetime Value (CLV): It is the metric call centers use to measure customer experience in terms of expenditure of money by them over the years. It is a fact that retaining customers is more valuable and cost-effective than gaining new ones. Therefore, CLV reflects the retention capability of the brand viz their customers. CLV thus represents the number of retained customers over a certain amount of time.
  7. Social Media Listening: It is unthinkable to ignore social media metrics as it forms a significant component in customer interaction. Therefore call center services also monitor social media for customer issues to improve customer satisfaction. The metrics analyzed for social media include customer reviews, negative mentions, brand hashtags, complaints, etc. All of them are monitored via special tools and software, thus providing data to improve products and services.

Outsourcing customer services has its own benefits with metrics as a vital aspect. They are mandatory to gear your business towards success in terms of customer satisfaction and profits. Always choose an e-commerce call center outsourcing partner that puts effort to offer services par excellence, and, adding value at each step of your business journey.

Blog Source Link: https://livesalesmanindia.wordpress.com/2021/12/22/important-metrics-for-e-commerce-call-center-outsourcing-services/

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