The success of your contact center depends on one thing: your center’s ability to
meet its most important performance metrics. If you can’t meet the goals that
you and your client have agreed on, you run the risk of losing their business.

With this in mind, it’s important that you have the contact center solutions
necessary to meet the KPIs and the terms of your service agreement with your
client. Here are some of the most crucial KPIs and SLAs for contact centers
looking to satisfy clients by performing at a high level.

Abandoned Calls

A high number of abandoned calls means that your service team isn’t doing a good
enough job of efficiently getting through each call. This could be because they
aren’t sufficiently trained on how to navigate through calls, or because they
lack the tools that are required to get through calls as fast as they need to.

Conversion Rate

This is important for contact centers that are offering people a service, product, free
trial or subscription. The better the conversion rate is, the more of an ROI
your client will be getting on their relationship with a contact center. A low
conversion rate could mean that your representatives need to be using different
types of sales tactics, or that they aren’t delivering the existing sales model
in an effective manner.

Hold Time

Everyone hates being on hold. The more time your callers spend on hold, the more of a
negative impact it will have on your customer satisfaction levels. There are a
variety of reasons that your hold time might be too high: your current team
members may be under strain because of volume, or it could be that they are not
adequately understanding the needs of customers, which makes every call longer
and lengthens hold times.

Contact Center Solutions for Meeting KPIs/SLAs

Once you understand these and other important parts of your agreement with your
client, you must be able to analyze your current performance and find some of
the tools needed to bring it to a sufficient level.

Just a few of the contact center solutions that savvy contact center operators can use
to improve their performance include:

• Cross-application integrations: one of the biggest impediments to
  agent performance is the separation of applications like billing, service, and
  account creation. With cross-application integration, these functions are
  blended into one system that is easy for a single representative to work with
• Improving their ability to interpret data: if you don’t have an easy-to-read chart, graph
  or dashboard that presents contact center metrics, it will take longer than it
  should for you to understand which areas your center needs performance improvement
  in
• Automation: there are plenty of opportunities for automation in contact centers, like
  automating the way that data is transferred between different systems.
  Automating can save lots of time for agents, which can lead to better KPI and
  SLA results

Nomatter what type of KPIs or SLAs you want to increase your performance in,
SpiceCSM can help you make sure that you are meeting the metrics that your
center needs to hit for top-notch performance.