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Contact Center NPS

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Market research 04 12

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Table of Contents

01

What is NPS in Contact Centers?

Net promoter score, or NPS, is a market research metric usually in the form of a single survey question. This question is typically around the lines of “how likely are you to recommend our products to others”, followed by a 10 point scale, “0” being least likely and “10” being most likely. NPS measures the customer perception of a brand and can help in predicting revenue growth or decline. Contact centers place a high importance on tracking and improving CX metrics such as NPS as their main focus is to improve customer service.

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02

How to Calculate NPS

Respondents are categorized into the following three groups depending on the rating they give in response to the NPS question:

  1. Rating of 9 or 10: Promoters

These respondents are very happy with their experience with your contact center. They are loyal and may play a part in fueling your organization’s growth by sharing their positive experience with others.

    2. Rating of 7 or 8: Passives

These customers are neither good nor bad for your contact center/organization. They are unlikely to spread a negative or positive word about your organization, and are unlikely to have an effect on your company’s brand image.

    3. Rating between 0 to 6: Detractors

These customers are potentially damaging to your brand as they are unhappy with the experience they had with your contact center and may spread their negative opinions about it. 

NPS Formula

Once respondents have been categorized into the three groups, the following formula is used to calculate the Net Promoter Score:

NPS Score = % of Promoters – % of Detractors

Example Sum

If you have:

  • 70 Promoters: 70%
  • 20 Passives: 20%
  • 10 Detractors: 10%

Then your NPS is:

NPS Score = 70%  –  10% 

=60

NPS always ranges between -100 to +100, a positive score indicating you have more promoters than detractors and a negative score indicating vice versa. 

In contact centers, a score above +50 is considered to be good as it indicates having 50% more promoters than detractors.

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03

Ways in which Contact Centers can improve their NPS

  1. Identify NPS drivers

Identifying the main drivers of their NPS score is the first step any organization can take while in the process of trying to improve it. By understanding the main drivers of NPS, you can begin to work on these aspects in order to higher your NPS score. 

This can be done by adding more questions to your NPS surveys in order to obtain information about why respondents rated you the way they did. This helps identify what customers are focusing on and what your contact center can improve on to enhance customer experience for them.

2. Improve Agent Targets 

Set agent targets that agents can easily focus on and influence effectively. Ensure that these targets can positively impact your contact center’s NPS so that as agents reach these new targets, the contact center’s NPS score can improve in the process.

3. Quantify the Benefits of a higher NPS

As the NPS score increases, it is important to evaluate the impact of this improvement on the contact center, as well as the organization as a whole. Outlining the positive effects of an improved NPS score can help incentivise agents to strive to improve it further.

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04

Use Voxco to
Improve your NPS

To improve your NPS score, you must make tracking and improving customer service a main focus. Voxco CATI in integration with Voxco Dialer and Voxco IVR, provide you with all the tools you may need to do so:

  1. Greater Quality Control

Real time field supervision allows you to live monitor ongoing calls. Additionally, have the ability to record full or partial interviews for future listening or client compliance.

2. Advanced Productivity Monitoring

Voxco Dialer’s powerful dashboards allow you to monitor live statistics on lines, agents, projects, and departments. With live monitoring, you always have an idea of agent and contact center performance. 

3. Extended Interview Capabilities

Voxco Dialer’s extended interview capabilities allow you to make a conference call, reducing the need of transferring calls (something that usually frustrates customers). Additionally, Voxco IVR’s system can keep your contact center working even outside working hours, through pre-recorded messages that customers can use to self-service their concerns.

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05

FAQs on Contact Center NPS

Answer: Various research suggests that NPS leaders can outgrow their competitors by more than 2x times. NPS has a strong positive correlation with revenue and can be an indicator of growth, company health, as well as customer-company relationship.

Answer: AHT (average handle time) and FCR (first contact resolution) can both have a significant impact on a contact center’s NPS. A reduced average handle time indicates that calls are being handled more effectively and callers receive the help they need in a shorter time frame. First call resolution measures the amount of customer support queries are successfully resolved in first contact. A high FCR indicates better customer experience as callers receive the resolution they require in the first contact.

Answer: IVR systems can significantly improve customer service in many ways. IVR systems help route customers to agents who are best equipped to help them, improving FCR and AHT. Additionally, IVR systems enable contact centers to be operational even outside working hours through pre-recorded messages. These features can significantly boost customer service and improve NPS.