{"id":11178,"date":"2025-10-10T11:24:13","date_gmt":"2025-10-10T07:24:13","guid":{"rendered":"https:\/\/www.procontact-solutions.fr\/?p=11178"},"modified":"2025-10-24T11:28:42","modified_gmt":"2025-10-24T07:28:42","slug":"inbound-calls-the-key-indicators-for-measuring-and-enhancing-customer-satisfaction","status":"publish","type":"post","link":"https:\/\/www.procontact-solutions.fr\/en\/inbound-calls-the-key-indicators-for-measuring-and-enhancing-customer-satisfaction\/","title":{"rendered":"Inbound Calls: the key Indicators for measuring and enhancing customer satisfaction"},"content":{"rendered":"

Customer relations by phone remain a central part of communication between a company and its clients. Far beyond simple inquiries or complaints, inbound calls represent a strategic lever for strengthening satisfaction, enhancing the customer experience, and building lasting relationships.<\/span><\/p>\n

In an environment where responsiveness and personalization are essential, the performance of a call center depends on both the quality of interactions and the efficiency of its teams. To evaluate that performance and identify areas for improvement,<\/span> monitoring key performance indicators<\/b> (KPIs) is crucial.<\/span><\/p>\n

This article highlights the main KPIs to track in order to measure and optimize the management of your inbound calls.<\/span><\/p>\n

Why measure inbound call performance ?<\/h2>\n

In a competitive market, your customers expect quick and efficient responses. Indeed, responsiveness during inbound calls directly affects their satisfaction and loyalty. Each interaction should be personalized and tailored to the customer\u2019s specific needs to create a positive experience.<\/span><\/p>\n

Companies that neglect inbound calls risk damaging their image and losing customers. However, your call center\u2019s performance impacts not only immediate satisfaction but also your brand\u2019s overall reputation. A smooth, high-quality service helps retain customers and strengthens your competitiveness in the market.<\/span><\/p>\n

Measuring performance is therefore essential. Key indicators help you understand where your service excels and where improvements are needed. They provide a clear picture of the quality of your inbound calls, your agents\u2019 availability, and the efficiency of your internal processes.<\/span><\/p>\n

By tracking these KPIs, you can adjust your methods, optimize resources, and deliver a more consistent customer experience. In this way, every <\/span>inbound call<\/b> becomes an opportunity to strengthen customer relationships and increase overall satisfaction.<\/span><\/p>\n

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Key inbound call indicators<\/h2>\n

To <\/span>optimize customer satisfaction<\/b>, it\u2019s essential to track precise indicators. These KPIs help assess the quality of each interaction and identify areas for improvement within your call center. Understanding these metrics allows you to manage inbound calls effectively and enhance the overall customer experience.<\/span><\/p>\n

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    Average Speed of Answer (ASA)<\/span><\/h3>\n<\/li>\n<\/ol>\n

    The Average Speed of Answer measures the time between a customer\u2019s call and when it\u2019s handled by an agent. Reducing this delay is crucial to minimize waiting time and prevent frustration.<\/span>
    \n<\/span>A fast response time immediately improves customer satisfaction. Callers who wait less than 30 seconds are far more likely to remain engaged and satisfied. Conversely, an ASA over 90 seconds can increase the abandonment rate.<\/span><\/p>\n

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      Call abandonment rate<\/span><\/h3>\n<\/li>\n<\/ol>\n

      The abandonment rate represents the percentage of calls that customers hang up before being answered. It\u2019s calculated as : number of abandoned calls \u00f7 total number of inbound calls \u00d7 100.<\/span><\/p>\n

      For example, an abandonment rate around 5% is considered good for a contact center, while a rate above 15% signals performance issues.<\/span><\/p>\n

      A high abandonment rate harms your brand image and reduces customer loyalty, as callers who hang up may turn to a competitor or leave negative feedback.<\/span><\/p>\n

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        Answer rate and accessibility<\/span><\/h3>\n<\/li>\n<\/ol>\n

        The answer rate indicates the proportion of inbound calls that are successfully handled. Measuring accessibility helps determine whether your center is meeting customer needs in real time.<\/span><\/p>\n

         <\/p>\n

        The goal is to ensure no customer is left without an answer. A center with an answer rate above 90% delivers reliable service and builds customer trust.<\/span><\/p>\n

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          First Call Resolution (FCR)<\/span><\/h3>\n<\/li>\n<\/ol>\n

          FCR measures the percentage of requests resolved during the first call. It\u2019s a key indicator of service quality and agent effectiveness.<\/span><\/p>\n

          A high FCR significantly boosts customer satisfaction and reduces repeat calls. On the other hand, a low FCR suggests inefficient processes or gaps in agent training.<\/span><\/p>\n

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            \u00a0Average Handling Time (AHT)<\/span><\/h3>\n<\/li>\n<\/ol>\n

            AHT represents the average time required to manage a call, including the conversation and post-call tasks. The goal is to balance speed and quality.<\/span><\/p>\n

            Handling calls too quickly can leave customers unsatisfied, while overly long calls reduce efficiency. The optimal AHT depends on the type of inquiry, but most centers aim for 4 to 6 minutes per call.<\/span><\/p>\n

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            1. \n

              Customer Satisfaction Indicators (CSAT, NPS, CES)<\/span><\/h3>\n<\/li>\n<\/ol>\n