Gartner Research

Five Key Metrics for Multichannel Customer Management BPO Contracts

Published: 22 March 2013

ID: G00246387

Analyst(s): TJ Singh

Summary

Focusing on business outcomes for excellence in CM while facing a proliferation of new interaction channels is a major challenge for marketing sales and customer care executives. This report outlines five key metrics to drive excellence in service and business process outsourcing contracts.

Table Of Contents
  • Key Challenges

Introduction

Analysis

  • Five Key Metrics for Multichannel CM BPO Contracts
    • Average Response Time
    • First Contact Resolution
    • Average Handle Time
    • Customer Satisfaction
    • Net Promoter Score
    • Other Relevant Metrics
  • BPO Definition

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