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5 métricas de contact center para atención al cliente

5 métricas de contact center para atención al cliente

5 métricas de contact center para atención al cliente. En cualquier empresa es fundamental cuidar la satisfacción del cliente a la hora de ofrecer cualquier producto o servicio. Si ya de por sí es importante en cualquier empresa, imagina cuando hablamos del sector de call centers. Al igual que en el resto de departamentos, un Contact Center debe también crear y llevar a cabo una estrategia para que esta atención al cliente sea eficaz.

Ahora bien, ¿es posible medir si dicha estrategia es útil para los intereses de una empresa? ¿Alguna herramienta ayuda a determinar si realmente está resultando efectivo el trabajo de nuestros agentes? La respuesta es sí y se resume en una palabra: métricas. Por eso, en este post hoy queremos hablarte de cinco métricas de atención al cliente. ¿Quieres saber más? ¡Sigue leyendo!

Métricas de contact center: ¿qué son

las métricas y por qué es importante

analizarlas?

Antes de entrar más de lleno en métricas concretas es necesario definir a qué nos referimos cuando hablamos precisamente de métricas. Las métricas de contact center son aquellos datos que una empresa utiliza para medir y analizar el rendimiento y desempeño de sus agentes.

De este modo, analizar los KPIs o métricas de contact center siempre debería formar parte de la estrategia de cualquier empresa que tenga el nivel de servicio al cliente como una de sus prioridades.

Métricas de contact center: 5 métricas

para medir la experiencia del cliente

En este sentido, y con el objetivo de conocer las métricas más indicadas para mejorar la atención de los clientes de contact center, hoy queremos mostrarte cinco que, para nosotros, son fundamentales:

1. Satisfacción del cliente

Sin duda, la satisfacción del cliente es una métrica imprescindible para medir, precisamente, cómo se sienten los clientes en relación a la experiencia con una empresa. Gracias a indicadores como el Net Promoter Score (NPS) se demuestra cómo la Customer Experience ayuda a lograr los objetivos de las empresas. De esta manera es más sencillo y efectivo determinar si las estrategias y ofertas son efectivas o no.

2. Resolución en la Primera Llamada (FCR)

La Resolución en la Primera Llamada o First Contact Resolution es, sin duda, otra de las métricas fundamentales a la hora de analizar el rendimiento en un contact center. Como su nombre indica, el FCR sirve para medir el porcentaje de llamadas resueltas en el primer contacto.

Mantener una tasa de FCR es crucial para disminuir el volumen de llamadas repetidas, además de reducir los costes de servicio

Calcular la Tasa de Resolución en la Primera Llamada es algo tan sencillo como seguir una fórmula:

FCR = casos resueltos en la primera llamada / número de llamadas recibidas

3. Tasa de abandono

Por tasa de abandono entendemos el porcentaje de llamadas que el cliente abandona o finaliza sin haber llegado al final del proceso de compra del producto o servicio. Analizando este porcentaje una empresa puede conocer la satisfacción del cliente en aspectos tales como los tiempos de espera o la experiencia en la llamada con el agente.

Conocer y monitorizar la tasa de abandono es imprescindible para un contact center, ya que quizá puede indicar también que el personal de un call center sufre síndrome de burnout y no está plenamente motivado para realizar un servicio de atención al cliente ágil y efectivo.

4. Tiempo Medio Operativo (TMO)

El Tiempo Medio Operativo o tiempo de asistencia promedio nos muestra el tiempo de duración entre los agentes de atención al cliente en un contact center y los usuarios. El tiempo de duración es inversamente proporcional a la efectividad del servicio. Y no solo eso, también está estrechamente relacionado con la tasa de abandono.

5. Disponibilidad para llamadas

La disponibilidad para llamadas es un KPI que sirve para medir con qué frecuencia los agentes de un contact center están disponibles para atender a los usuarios. Decimos llamadas como también podemos referirnos a redes sociales o correo electrónico en un contact center.

Métricas de contact center: descubre cómo

nuestro software puede ayudarte

En definitiva, todas estas métricas de atención al cliente deben ser tenidas muy en cuenta a la hora de cuidar, monitorizar y mejorar la satisfacción de este. No existe un número de métricas específicas, pero estas deben estar alineadas con los objetivos de la compañía.

Si quieres mejorar la experiencia de atención al cliente y el rendimiento de tus agentes, confía en. Con nuestro software para contact center tendrás fácil acceso a la información necesaria para monitorizar la operación de tu contact center y hacer los ajustes necesarios para mantener tus niveles de servicio.

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  • SELECT DISTINCT a.id, a.title, a.name, a.checked_out, a.checked_out_time, a.note, a.state, a.access, a.created_time, a.created_user_id, a.ordering, a.language, a.fieldparams, a.params, a.type, a.default_value, a.context, a.group_id, a.label, a.description, a.required, a.only_use_in_subform,l.title AS language_title, l.image AS language_image,uc.name AS editor,ag.title AS access_level,ua.name AS author_name,g.title AS group_title, g.access as group_access, g.state AS group_state, g.note as group_note FROM tideas_fields AS a LEFT JOIN `tideas_languages` AS l ON l.lang_code = a.language LEFT JOIN tideas_users AS uc ON uc.id=a.checked_out LEFT JOIN tideas_viewlevels AS ag ON ag.id = a.access LEFT JOIN tideas_users AS ua ON ua.id = a.created_user_id LEFT JOIN tideas_fields_groups AS g ON g.id = a.group_id LEFT JOIN `tideas_fields_categories` AS fc ON fc.field_id = a.id WHERE ( (`a`.`context` = :context AND (`fc`.`category_id` IS NULL OR `fc`.`category_id` IN (:preparedArray1,:preparedArray2)) AND `a`.`access` IN (:preparedArray3,:preparedArray4)) AND (`a`.`group_id` = 0 OR `g`.`access` IN (:preparedArray5,:preparedArray6)) AND `a`.`state` = :state) AND (`a`.`group_id` = 0 OR `g`.`state` = :gstate) AND `a`.`only_use_in_subform` = :only_use_in_subform ORDER BY a.ordering ASC815μs6KBParams/libraries/src/MVC/Model/BaseDatabaseModel.php:165Copy
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  • SELECT `a`.`id`,`a`.`title`,`a`.`catid`,`a`.`language`, CASE WHEN CHAR_LENGTH(`a`.`alias`) != 0 THEN CONCAT_WS(':', `a`.`id`, `a`.`alias`) ELSE a.id END AS `slug`, CASE WHEN CHAR_LENGTH(`cc`.`alias`) != 0 THEN CONCAT_WS(':', `cc`.`id`, `cc`.`alias`) ELSE cc.id END AS `catslug` FROM `tideas_content` AS `a` LEFT JOIN `tideas_categories` AS `cc` ON `cc`.`id` = `a`.`catid` WHERE `a`.`catid` = :catid AND `a`.`state` = :state AND `a`.`access` IN (:preparedArray1,:preparedArray2) AND (`publish_up` IS NULL OR `publish_up` <= :nowDate1) AND (`publish_down` IS NULL OR `publish_down` >= :nowDate2) ORDER BY `a`.`created` DESC755μs10.78KBParams/plugins/content/pagenavigation/pagenavigation.php:186Copy
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  • SELECT `m`.`id`,`m`.`title`,`m`.`module`,`m`.`position`,`m`.`content`,`m`.`showtitle`,`m`.`params`,`mm`.`menuid` FROM `tideas_modules` AS `m` LEFT JOIN `tideas_modules_menu` AS `mm` ON `mm`.`moduleid` = `m`.`id` LEFT JOIN `tideas_extensions` AS `e` ON `e`.`element` = `m`.`module` AND `e`.`client_id` = `m`.`client_id` WHERE ( ( (`m`.`published` = 1 AND `e`.`enabled` = 1 AND `m`.`client_id` = :clientId AND `m`.`access` IN (:preparedArray1,:preparedArray2)) AND (`m`.`publish_up` IS NULL OR `m`.`publish_up` <= :publishUp)) AND (`m`.`publish_down` IS NULL OR `m`.`publish_down` >= :publishDown)) AND (`mm`.`menuid` = :itemId OR `mm`.`menuid` <= 0) ORDER BY `m`.`position`,`m`.`ordering`570μs3.53KBParams/libraries/src/Cache/Controller/CallbackController.php:52Copy
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