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What are the critical KPIs and metrics to measure the success and ROI of an outsourced support solution for a global airline?
Frequently Asked Questions
Travel & Hospitality Call Center
What are the critical KPIs and metrics to measure the success and ROI of an outsourced support solution for a global airline?
Ideally, performance can be measured using both operational and customer-focused metrics to capture the 100% business impact. Some key indicators that can be tracked are:
a) First response time
b) Average handling time
c) First-contact resolution
d) Service level achievement
e) Abandonment rate, and
f) Cost per interaction
At the same time, VPs or senior managers can monitor customer satisfaction, Net Promoter Score, and complaint resolution rates to assess experience quality.