Gartner Research

Key Metrics and Business Outcomes for Customer Management Contact Center BPO

Published: 06 May 2015

ID: G00261782

Analyst(s): TJ Singh

Summary

Buyers of customer management contact center BPO contracts need a comprehensive approach to achieve their business goals and improve customer experience; they must also align key metrics with intended outcomes. Sourcing managers should use a multimetric assessment on their services.

Table Of Contents
  • Key Challenges

Introduction

Analysis

  • Key Customer Management Contact Center Business Process Services Metrics by Process or Function
    • Average Speed of Answer
    • First Call/Contact Resolution
    • Average Handle Time
    • Customer Satisfaction Score
    • Net Promoter Score
    • Other Relevant Metrics

Gartner Recommended Reading

©2020 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.

Already have a Gartner Account?

Purchase this Document

To purchase this document, you will need to register or sign in above

Become a client

Learn how to access this content as a Gartner client.