In today’s digitally-driven Fintech landscape, delivering exceptional customer service is more vital than ever and running an Inbound Call Center is now more than ever about data and metrics. As contact centers are the frontlines of customer interaction, understanding and tracking the right KPIs ensures that service levels meet and exceed expectations.
“Contact Centers that measure their KPIs are 50% more likely to meet their revenue targets and 60% more likely to meet their customer happiness targets stated in a study by Aberdeen Group.”
We’ve laid down the crucial KPIs for inbound contact centers, the parameters to monitor, and how leveraging intelligent solutions like Intellicon can supercharge your operations.
Key KPIs for Contact Centers, especially focused on Fintech Customer Services:
- First Call Resolution (FCR): An indicator of efficiency, FCR measures how many customer queries get resolved during the initial contact. A high FCR rate often correlates with high customer satisfaction.
Ideal Target: Aim for 70-90% to strike a balance between efficiency and comprehensive support.
- Average Handle Time (AHT): This metric represents the average time an agent spends on a call. While shorter is generally better, focusing solely on reducing AHT can lead to rushed, unsatisfactory service.
Ideal Target: This varies based on query complexity, but it’s always about finding that equilibrium between speed and quality.
- Service Level: A cornerstone KPI, it represents the percentage of calls answered within a predetermined time frame.
Ideal Target: A popular benchmark is 80% of calls answered within 20 seconds.
- Abandon Rate: High rates here might indicate long waiting times or understaffing issues.
Ideal Target: Keeping this below 5% is commendable.
- Customer Satisfaction (CSAT) Score: A direct reflection of customer sentiments after an interaction. A study from r Emplifi found 86% of consumers will leave a brand they were once loyal to after only two to three bad customer service experiences. So customer satisfaction is paramount.
Ideal Target: Shoot for a 4/5 or 8/10 average, but always aspire for perfection!
- Net Promoter Score (NPS): A strategic metric that evaluates the likelihood of your customers recommending your service.
Ideal Target: A score of 50 is excellent, but anything above 70 is world-class.
With customizable feedback forms from Intelliforms and other sample templates on SurveyMonkey and Qualtrics, you can simplify and kick-start the process of capturing this critical customer satisfaction measure.
- Average Speed of Answer (ASA): It measures the time taken for an agent to pick up a call.
Ideal Target: Strive for under 20 seconds for optimal customer satisfaction.
- Contact Quality: Based on a predefined checklist, this assesses the quality of interactions between agents and customers.
Ideal Target: Consistently hitting 90% or above on evaluations is an excellent benchmark.
Queue Parameters: The Unsung Metrics
While the above KPIs provide a broad perspective, queue parameters give managers granular insights:
- Queue Time: Average waiting time before a call gets answered.
- Number of Calls in Queue: This real-time metric is essential for staffing decisions.
- Longest Waiting Call: A critical indicator of potential service level breaches.
- Calls Offered vs. Calls Handled: This ratio can identify staffing and efficiency issues.
- Calls Abandoned: A metric that, when high, can signal several operational concerns.
Maximize Your Call Center Potential With Intellicon:
Modern challenges require modern solutions. For this purpose leveraging an intelligent contact center solution can enhance your customer service quality with tools like:
- Unified Customer View: No more sifting through multiple systems. Agents get a holistic customer view, making interactions smoother and more personalized with a Unified Agent Panel.
- AI-Driven Insights: Predictive analytics help preempt issues, ensuring that problems are addressed before they escalate.
- Skill-Based Routing: Ensure the right agent handles the right problem, every time.
- Automation and Bots: Intellibot leverages intelligent chatbots and automation flows to handle repetitive queries, freeing agents for complex issues. A Gartner Report showing that 70 percent of customers use self-service channels to resolve their problems backs that using self service IVRS and chatbots frees up agent’s time and increases contact center efficiency.
- Real-Time Analytics: Instant insights mean informed decisions. With real-time analytics dashboards managers can adjust strategies on-the-go for maximum improvement.
- Customizable Dashboards: Custom dashboards provide a tailored view of critical KPIs, allowing decision makers to focus on what matters most to the business.
Result You Can Measure With Intellicon
These critical indicators will serve as a starting point for your Fintech business to better understand how your customer service operations are working and can make all the difference in an industry where trust is paramount.
If you’re searching for a solution that produces outcomes and gives data to back them up, Intellicon will wow you across these KPIs and more.
We give real-time data that you may access at any time and from any location. We’re confident in the outcomes we offer, and you can be too with our built-in analytic tools.
Intellicon is in fact a strategic partner in your journey to optimized customer service operation and enhanced customer experience.