Modernizing Contact Centre Metrics with QPC's CES
C-suite leaders, often guided by Net Promoter Score (NPS), use it as a proxy for customer loyalty, brand affinity, and future revenue potential. Yet at the coalface of customer interaction—the Contact Centre—there’s a fundamental disconnect. Agents and Team Leaders are rarely exposed to, nor incentivised by, NPS. Their world is shaped by dated performance metrics like Average Handle Time (AHT), Service Level (SL), and Adherence—metrics that fail to tell the full story of customer experience and its direct impact on business outcomes.
QPC’s introduction of Customer Effort Score (CES) as a real-time, interaction-level operational signal changes the game. With the development of a machine-learning-driven algorithm that tracks every component of effort across 100% of customer interactions, QPC not only modernises how Contact Centres measure success—it proves a consistently high correlation to NPS, effectively bridging the strategic-operational divide.
The Problem: 30 Years of the Wrong Metrics
Contact Centres were built on a philosophy of efficiency, not customer-centricity. While the rest of the enterprise has evolved toward customer-led strategies, operations are still largely managed using outdated indicators that measure internal performance, not customer outcomes. This leaves frontline staff unaware of how their behaviours and decisions affect loyalty or brand equity.
The QPC Innovation: Real-Time, Effort-Based CX Intelligence
QPC’s Tracxion platform introduces a proprietary CES framework that:
- Automatically tracks unproductive components across voice, digital, and self-service channels (transfers, holds, restarts, repeats, dead air, etc.)
- Calculates a CES score for every customer journey, in real time
- Correlates CES to NPS with proven predictive accuracy
- Surfaces actionable insights to frontline staff and team leaders, making CES - and by extension NPS - relevant and controllable
This transforms CES into a frontline KPI that agents can influence and leaders can manage.
Strategic Positioning Framework
Thought Leadership Proposition
“We believe the future of Customer Experience measurement lies not in surveys, but in real-time, behaviour-based signals that operational teams can understand, influence, and act on.”
This message positions QPC as the innovator modernising CX management from the inside out - empowering the people who shape the experience, not just reporting on it.
Sales Positioning within Tracxion
QPC’s CES capability is now a core pillar of Tracxion, enabling organisations to:
- Move from lag indicators to real-time, agent-controllable metrics
- Enable AI-driven coaching based on CES root causes
- Connect operational behaviour to board-level KPIs like NPS, loyalty, and revenue
Enhance digital deflection strategies by tracking customer effort vs assisted resolution
This strengthens Tracxion's value proposition to every stakeholder, from frontline to executive, and supports data unification and real-time orchestration across systems.
Persona Integration and ROI Impact
We’ll integrate CES/NPS alignment into the Tracxion Persona Playbook like this:
Persona: Chief Customer Officer / CMO
- Challenge: Need to connect brand promises and CX strategy to operational reality.
- Tracxion CES Value: Real-time insight into customer friction across all channels. High NPS correlation validates effort reduction initiatives.
- ROI Driver: 10 - 20pt NPS improvement = increased retention and upsell opportunity.
Persona: COO / Head of Operations
- Challenge: Legacy KPIs don’t drive customer outcomes.
- Tracxion CES Value: Operational visibility of effort at every touchpoint. Empowers leaders to optimise experience, not just cost.
- ROI Driver: 5 - 10% increase in First Contact Resolution; improved CSAT and reduced complaints.
Persona: Head of Contact Centre
- Challenge: Agents can’t see or influence NPS.
- Tracxion CES Value: Gives frontline real-time, controllable metric. Enables coaching, reduces effort, improves outcomes.
- ROI Driver: 15% uplift in Agent Engagement; 8 - 12% increase in CES-linked performance scores.
Persona: CFO
- Challenge: Investments in CX don’t show operational ROI.
- Tracxion CES Value: Links effort and loyalty to revenue and cost drivers. Quantifies friction and its financial impact.
- ROI Driver: Reduced churn = $XM savings. Contact deflection & effort reduction = 10 - 15% OPEX savings.
...and so on for remaining personas.
Strategic Narrative: The Metrics That Matter
QPC’s CES is more than a score—it’s a philosophy that connects operational behaviours to customer loyalty, cost to serve, and brand equity. In doing so, it makes CX performance measurable, manageable, and meaningful at every level of the organisation.
Where traditional CX metrics speak only to the boardroom, CES becomes the shared language from the agent to the CEO.