Gartner Research

Five Essential Metrics for Successful Customer Management Contact Center BPO Contracts

Published: 02 May 2012

ID: G00225070

Analyst(s): TJ Singh

Summary

This document defines and outlines best practices for the use of five key metrics in voice-based customer management contact center business process outsourcing contracts. Marketing, sales and customer care executives engaged in BPO services should use it as a guide when negotiating their contracts.

Table Of Contents
  • Key Challenges

Analysis

  • Five Key Metrics for CM BPO — Voice-Based Services
    • Average Speed of Answer
    • First-Call (Contact) Resolution
    • Average Handle Time
    • Customer Satisfaction
    • Net Promoter Score
  • BPO Definition

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