Unlocking The Power Of KPIs: A Guide To Optimizing Contact Center Performance

Unlocking The Power Of KPIs: A Guide To Optimizing Contact Center Performance

Key Performance Indicators (KPIs) are crucial in shaping the success of any contact center. By understanding their importance and creating effective ways to optimize them, you can take your contact center’s performance to new heights.

In this blog post, we will explore what contact center KPIs are, why they’re important, the top four KPIs to focus on, how to set targets, and the best practices for KPI monitoring and optimization.

What are contact center KPIs and why are they important?

KPIs are the metrics that organizations use to measure the efficiency and effectiveness of everything they’re doing. When used correctly, they can provide valuable insight into performance, enabling businesses to identify areas for improvement and monitor progress toward broader business goals. 

KPIs are essential for optimizing contact center performance because they’re environments with a lot of moving parts that rely on both people and technology. Those organizations that understand and implement KPIs are able to allocate resources more effectively, streamline their operations, and enhance customer satisfaction.

Top 4 KPIs in contact centers

There’s a huge variety in the KPIs you can choose to apply in your contact center, and what you choose will be based on your overall business goals, as well as how your contact center is organized. Here are our top 4 KPIs for use in contact centers.

  1. Reducing customer effort: To improve the customer experience, contact centers should focus on reducing friction points and making interactions as smooth as possible. This involves identifying and eliminating obstacles in the customer journey, from navigating IVR menus, to accessing self-service options. For example, you could measure how long it takes for a customer to find a resolution with your web chatbot.


  2. Reducing call volume: Using predictive analytics can help contact centers anticipate customer needs and proactively address them – reducing the overall call volume. This frees up agents to handle more complex issues that require a human touch, while also giving customers quicker resolutions via FAQs or chatbots. Measuring the number of calls you receive is a very basic metric, but a very important one, as it has a direct impact on the human resources you need.


  3. Optimizing call-handling time: The goal is to strike the right balance between efficiency and customer satisfaction. Spending too little time on a call may leave the customer feeling rushed, while spending too much time can mean your operators aren’t working efficiently enough. The perfect call-handling time ensures that agents are providing thorough, efficient assistance that meets customer expectations. But that isn’t a totally qualitative metric. In fact, you can benchmark your staff when you set up the KPI and then track Customer Satisfaction (CSAT) alongside it: to see if improvements in time positively or negatively impact it.

  4. Improved service quality: Several key metrics that reflect the overall quality of contact center performance include After Call Work (ACW), Customer Satisfaction (CSAT), Agent Satisfaction (ASAT), and First Call/Contact Resolution (FCR). By focusing on metrics like these, contact centers can enhance both agent performance and customer satisfaction – both of which contribute to wider goals like business growth. After all, happy staff do better work and happy customers spend more money – generally at least.

How to set KPIs

When setting KPIs, it’s important to establish realistic and achievable targets that align with the organization’s broader objectives – just like with any goal. This involves understanding the current performance levels and determining what improvements are attainable within a given timeframe. 

Involving employees in the target-setting process can also go a long way in creating a sense of ownership and commitment within your organization, as they can contribute their insights and expertise and are given targets they actually believe in rather than something ‘invented’ by their managers.

Best practices for KPI monitoring and optimization

While KPIs are going to be reasonably unique between different contact centers – best practice covers them all. There are key principles you should follow if you want your KPIs to really deliver.

  • Regularly monitor and report: To effectively manage KPIs, contact centers should establish regular monitoring and reporting processes. This ensures that everyone involved stays up-to-date about performance trends, can identify issues early on, and can make data-driven decisions to address challenges.
  • Continuously review and refine: As business priorities and customer needs evolve, it’s essential to review and adjust KPIs accordingly. This involves analyzing performance data to identify new trends, reevaluating the relevance of existing KPIs, and establishing new ones to meet changing goals.


  • Celebrate successes and address failures: Recognizing and celebrating achievements can help to motivate employees and reinforce the importance of KPIs. Similarly, addressing areas where performance falls short enables organizations to learn from mistakes and make necessary improvements.

Putting it all together

Optimizing contact center performance hinges on understanding and leveraging KPIs effectively. By focusing on key metrics such as reducing customer effort, call volume, call-handling time, and service quality, organizations can drive growth and improve customer satisfaction. 

 Whether it’s customer satisfaction, brand loyalty, or top line growth, achieving well-mapped KPIs can go a long way in achieving wider business goals, providing you set realistic targets, involve employees, and monitor and review performance regularly. 

Do you want to improve your contact center performance? Automation is perfectly placed to help and PAteam are the experts, so get in contact with us today.


Introducing Assisted Automation

Introducing Assisted Automation

As the automation industry continues to grow and evolve, we believe it’s time to reconsider the language we use to describe one of its key components. Tech buzzwords are thrown around with reckless abandon – but we want to seize a very specific term.

In fact, once we’re finished with this blog, we’re no longer going to use the term “attended automation”. From this day forward, it shall be called “assisted automation”. Here’s why.

Attended Automation: The Status Quo

Any automation that is designed to work alongside people (rather than replace them entirely) is usually called attended automation. It’s been created to build a more collaborative and integrated work environment, with human performance enhanced by the technology. We’re big fans of that concept… but not the name. ‘Attended’, to some, sounds like a less robust version of automation, and to others it means nothing at all – just another bit of jargon.

The Rebranding: Assisted Automation

Assisted is a far more accurate term to brand this breed of automation with. It focuses on the supportive nature of the technology, while also avoiding the sometimes negative connotations with the word ‘attended’. Remember, automation isn’t about replacing a person, it’s all about helping all people do better work – assisting them.

Why The Need For Change?

To start, clarity in technical jargon is long overdue in our industry (and many others). Using assisted automation as the go-to term from here on out will help to introduce new people to the technology in the clearest way. Easier to understand means easier to adopt. Also, ‘assisted’ just sounds nicer. People are going to be far less afraid of technology stealing their job if it’s positioned as a purely supportive tool.

‘Attended’ doesn’t really give us enough to work with. Is it the bot attending a problem? Is it a bot only working when a person is by its virtual side? That’s the problem with bad naming conventions: they don’t highlight the essence of something. If you’re trying to bring assisted automation into your business, the last thing you want to be doing is explaining the basics of it every time you start a new conversation with someone.

Here’s To A Helping Hand

Well, that’s it, we’re officially over the word ‘attended’ from…now. assisted automation is the future. It’s here to help, super useful across a host of applications – particularly in contact centers – and it’s only going to get more powerful. Get on the bandwagon and make assisted automation a part of your business, help your team work better, and deliver better results for your clients.

See the value of good names for great technology? assisted automation is everything you need and more, so start the journey today with PAteam.

Why Automation Is Perfect For Contact Centers

Why Automation Is Perfect For Contact Centers

Automation offers contact centers improved efficiency, productivity, and customer satisfaction – it’s a revolutionary technology. In this blog, we’ll explore the benefits, discuss how to successfully implement automation, and even share some insight into our recent work with FedEx that demonstrates the power of automation in optimizing contact center performance.

The role of automation in contact centers

In the past few years, automation has been something of a revelation for contact centers, with a wide range of potential applications – from chatbots and voice bots to the automation of data capture and processing. By automating repetitive tasks and offering instant support to customers, these tools have revolutionized the way contact centers are able to operate.

For example, chatbots can handle a variety of customer queries, from providing information about products or services to troubleshooting basic issues, and all without the need for human intervention. Similarly, voice bots can interact with customers via telephone, offering quick and efficient responses, in a more personal way, but still without the need for a human operator. 

This not only frees up customer service agents to handle more complex tasks but also ensures that customers receive assistance quickly, which can be one of the most common causes of frustration for customers using contact centers.

The benefits of automation in contact centers

Many of the standard benefits of automation are applicable in a contact center environment, here are a few of the headline improvements a contact center can tap into with the right automation:

  1. Improved Efficiency and Productivity
    Automation reduces the workload of human customer service agents, allowing them to focus on more critical tasks. This improves overall efficiency and productivity in the contact center, as well as employee satisfaction


  2. Enhanced Customer Experience
    Tools, like chatbots, offer rapid responses to customer queries, leading to higher customer satisfaction. Because these tools are always online, customers can receive support 24/7, without having to wait for contact centers to open
  1. Increased Accuracy and Consistency
    Automation ensures that customers receive accurate and consistent information, as automated responses are based on pre-set data. This helps reduce human error and maintain a high standard of service

4. Cost Savings and Improved ROI
Implementing automation can lead to significant cost savings, as fewer human agents are required to handle customer inquiries. The improved efficiency and customer satisfaction brought about by automation can lead to higher revenue and a better return on investment in the long term

Implementing automation in contact centers

If you’re interested in bringing automation into your contact center, there are some key steps you need to cover. Firstly, you need to identify the processes in your business and understand which can or can’t be automated, and which gives you the best ROI. When you’re starting out with automation, you want big wins earlier on to encourage momentum and wider adoption.

Once you understand what you want to automate, you need to pick the right tools to get it done. No two contact centers are the same, so finding technology that fits is very important. That might require you to tweak something off the shelf or build a totally bespoke solution, but either way, it’s got to work.

When you’ve got the tools to automate your chosen workflows, you need to put resources in place that your teams can lean on. That can be in the form of training – ready for the launch of your automation(s) – but may also be in things like a resource center, where FAQs can be covered, and more in-depth content can be available for advanced users or the people you want championing automation in your various departments.

Our FedEx example

We recently worked with FedEx to implement an automated phone system that uses voice recognition technology to identify customers and their needs. The system is able to handle a high volume of calls and can direct customers to the appropriate department quickly and efficiently. Since its implementation, FedEx has seen a significant improvement in customer satisfaction and a reduction in wait times – these are big wins in any contact center.

A Guide For You

While the benefits of automation in contact centers are clear, and the steps to implement seem straightforward, what is truly important is carefully considering the benefits and challenges of automation in the context of your specific business. To do that you might need a guide, an expert, or someone who has done it before. For that, you’d be hard-pressed to find a better partner than PAteam.

Want to make automation a reality in your contact center? Reach out to PAteam and get started today.