Survey Results: Which Metrics Matter Most?

Posted by Kevin Levi on Jul 18, 2016 12:30:26 PM

We surveyed several contact center industry groups on LinkedIn and garnered 25 replies on the topic of: Which Contact Center Metrics Matter Most. While I know some of you may be saying 25 is not a large enough sample size, I tend to agree with you. However, instead of ditching the results, I thought I'd at least share them in case you found some value in them.

Based on 25 different contact center KPIs/metrics, the five that seem the most relevant to these 25 respondents are:

  1. Customer satisfaction - 44%
  2. Call quality - 32%
  3. Average handle time - 24%
  4. Average speed of answer; and first call resolution both received 20%

Full results follow in the graph below.




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