Which customer service metrics should a CFO monitor to reduce contact center costs? (Choose 2)

To effectively reduce contact center costs, monitoring average handle time is crucial. This metric measures the average duration of customer interactions, including both the time spent talking with the customer and any associated follow-up tasks. By keeping this metric in check, a CFO can identify inefficiencies and strive for more effective use of agent time. Reducing average handle time can lead to quicker resolutions and allow agents to assist more customers within the same timeframe, thereby lowering operational costs.

First call resolution also plays a significant role in cost reduction. This metric indicates the percentage of customer inquiries resolved on the first interaction without the need for follow-up. Increasing first call resolution helps in minimizing repeat calls, which can be costly for the contact center in terms of time and resource expenditure. A focus on enhancing this metric can lead to greater customer satisfaction and operational efficiency, ultimately reducing costs associated with handling additional calls for the same issue.

Together, these metrics provide a comprehensive view of how efficiently the contact center is operating, and they are valuable indicators for a CFO aiming to manage and reduce contact center expenses.