A common cause of customer service new-hire turnover in contact centers
Illustration By Dan Hetteix

Even the most effective measures will not impact the company’s ability to deliver an exceptional experience if the feedback cannot be translated into improvements at the point of contact.

Leading-edge organizations regularly analyze behavioral data for frontline performance issues that impact the customer experience. For instance, if a manager identifies reps who have a higher call transfer rate than their peers, it may be an indication that they are having difficulty taking control of their calls. Another is first-call resolution (FCR), which is considered to be critical to high-quality interactions. For FCR issues, managers may look at three indicators:

  1. Training. Does the rep have the proper training to service the call?
  2. Technology. Does the rep have access to perform the transaction functionally for the caller?
  3. Call routing. Does the contact center have the appropriate skills-based routing in place to get the calls to the right rep who is best prepared to handle it?