Banking and Financial Services Contact Center Metrics Glossary

This guide provides a comprehensive glossary of essential metrics used in banking and financial services contact centers. It defines key terms such as abandonment rate, adherence, agent occupancy, and average handle time (AHT), which are critical for evaluating performance and efficiency. The document outlines how to calculate these metrics, emphasizing their importance in managing customer interactions and agent productivity. For instance, the abandonment rate is calculated by dividing the number of abandoned calls by the total number of inbound calls, while AHT includes the total time spent on customer interactions. Other metrics discussed include average speed of answer, cost per call, conversion rate, and customer satisfaction scores. The guide also highlights the significance of understanding customer attrition and retention rates, as well as the role of customer effort scores in assessing service effectiveness. Overall, this glossary serves as a valuable resource for professionals seeking to enhance their contact center operations.