Top metrics shaping bank and credit union contact center performance

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The Talkdesk report analyzes the top 5 performance metrics in bank and credit union contact centers, based on a survey of 200 CX and IT leaders. It covers first contact resolution, net promoter score, average speed of answer, average handle time, and service level. Key insights: First contact resolution is expected to rise from 67% to 81% in 3 years due to AI chatbots. Net promoter score may increase from 28 to 41. Average speed of answer could drop from 16 to 11 seconds. Average handle time aims to reduce from 9 to 7 minutes. Service level targets improving from 66% to 80% of calls answered within the threshold.

Vendor:
AWS
Posted:
Dec 6, 2024
Published:
Dec 6, 2024
Format:
HTML
Type:
Analyst Report

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