What is Customer Frustration?
Customer frustration is just what it sounds like - a feeling of frustration a customer experiences as a result of a negative interaction with a company. Customer frustration can be triggered by poor products, retail experiences, customer service interactions, and more. People usually feel frustration when they believe the resolution of an issue they're experiencing is beyond their control. Additionally, inefficient processes, incompetent staff, and making people wait can contribute to customer frustration. It’s important to keep frustration levels low because it can lead to churn.
5 metrics contact centers should manage to reduce customer frustration
Contact centers are typically in the epicenter of customer frustration. Customers who reach out to contact centers are typically already frustrated or on the edge of frustration. The quality of the service they receive can either dispel frustration or add to it. By focusing on the following five metrics, contact centers can reduce customer frustration.
- Average speed of answer (ASA). Making callers wait in long queues is sure to increase customer frustration. Target low ASAs to show customers you respect their time.
- Transfer rates. No one likes being bounced around the call center, especially if they have to explain their issue multiple times. High transfer rates may be a sign that your ACD or IVR needs some tweaking in order to reduce customer frustration.
- First contact resolution (FCR). To many consumers, first contact resolution is the top thing they value in a customer service interaction. Making people contact you multiple times for problem resolution will only increase frustration.
- Self-service completion rates. If you have a self-service channel, for example within your IVR, that means customers will devote time and effort into using it. Track self-service completion rates to ensure your self-service options aren't contributing to customer frustration.
- Agent quality. Agents play such an important role in delivering satisfying customer experiences. When agent quality declines, it's likely that customer frustration will increase.
How NICE can help you reduce customer frustration
NICE is the market leader in providing customers the cloud contact center software they need to deliver consistently exceptional customer experiences. Benefits include:
- Analytics capabilities determine customer frustration levels and turn insights into results by making data relevant, easy to consume and actionable.
- Modern ACD providing digital first omnichannel routing and increased business agility
- Integrated and comprehensive workforce management solutions to engage and empower contact center agents to achieve business goals
- Automation and artificial intelligence (AI) capabilities to enhance the customer experience and automate routine agent tasks
- Omnichannel customer journey management
CXone provides an intelligent, unified suite of applications covering the breadth of contact center management disciplines, simplifying administration and streamlining the user experience.