8 metrics you must know to evaluate the impact of call center voice AI
Discover the key metrics for assessing the impact of call center voice AI, unlocking strategies to boost efficiency and customer satisfaction
When assessing the impact of call center voice AI , many companies make the mistake of reviewing metrics in isolation.
You could be increasing containment rates, but if your CSAT drops or repeat callers increase, you might miss crucial insights.
In this blog, we’ll explore eight key metrics that, when reviewed together, provide meaningful insight into the impact of call center voice AI.
Efficiency
Efficiency metrics for call center voice AI
1. Call reduction rate
What is call reduction rate?
Call reduction rate measures the percentage of customer inquiries resolved by the voice assistant without the need for escalation to an agent.
Why does call reduction rate matter in the context of a voice assistant?
Call reduction rate directly reflects the efficiency of your voice assistant in resolving customer issues independently. However, relying only on call reduction rates may overlook factors that influence customer satisfaction. A contained query doesn't guarantee satisfied customers if other aspects, like response time or time to resolution, are below expectations.
2. Average Speed of Answer (ASA)
What is average speed of answer?
Average speed of answer measures the average time it takes for a customer call to be answered by an agent once it has been handed off from the voice assistant. An effective voice assistant should always answer a call within 3 seconds.
3. Call abandonment rate
What is call abandonment rate?
Call abandonment rate is the percentage of tasks that are abandoned by the customer before they can be completed. 43% of contact center customers may abandon a call if left waiting in the queue for just one minute, resulting in a negative brand experience.
4. Call transfer rate
What is call transfer rate?
Call transfer rate determines how many times a customer's call is transferred between a voice assistant and subsequent agents.
5. Average handle time (AHT)
What is AHT?
AHT measures the total duration an agent spends on customer interactions, from initiation to resolution. PolyAI clients have reported that 30-60% of agent time is spent answering queries that could be easily resolved online or through other, cheaper channels.
Customer experience
Customer experience metrics for call center voice AI
Customer experience metrics enable you to gauge how satisfied your customers are with your products, services, and brand. These measurements help you to understand the experience your customers have throughout their interactions with your organization.
6. Customer Satisfaction Score (CSAT)
What is CSAT?
CSAT measures customers' satisfaction by asking "How would you rate your experience today?" on a scale of 1-5 or 1-10.
7. Net Promoter Score (NPS)
What is NPS?
Net promoter score is a measure of how loyal your customers are. It is typically assessed by asking customers How likely they are to recommend your product or service to a friend, on a scale of 1-10.
8. Customer Effort Score (CES)
What is CES?
CES is a measure of how easy or difficult customers found your service. It is typically assessed by asking customers to rate how easy it was to get their problem resolved on a 5 or 7-point scale.
Conclusion
It’s important to note that your chosen metrics depend on your specific goals. Understanding the nuances of your industry will allow you to focus on the most relevant metrics to your business.
