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What are your KPI's telling you? - John Stavrakis - Blog

What are your KPI's telling you?

Key Performance Indicators or KPI’s are as fundamental to a contact centre as gills are to fish….without them, we struggle to survive. But what I find interesting among the many up-and-coming team leaders and contact centre managers is how they utilise the information they now look at daily, and importantly, how they get trapped into managing the numbers, rather than what the numbers are telling them.

So, what are the 10 most common measures people get caught up in?

1. Average Handle Times (AHT);

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2. After Call Work (ACW);

3. Hold Time;

4. Occupancy;

5. Grade of Service (GOS);

6. First Call Resolution (FCR);

7. Conversion Rates;

8. Quality Assurance Scores;

9.  Speed of Answer; and

10. Adherence.

So what’s wrong with the above? The simple answer to that question is nothing!  These are all good measures and should be monitored by all managers.  The more difficult question is ‘what do these numbers actually tell you?’

All of the above, in my opinion, are lead indicators to other things. By focusing on these measures as indicators forces the manager to discover the root cause and then coach on that particular issue.  For example, a extremely high AHT may be a lead indicator to poor product knowledge, inefficient system use, low levels of process understanding, external factors and the list goes on.  Our job as responsible managers is to identify the root cause and focus all of our attention on improving that element. Only then will you achieve long term sustainable improvement, rather than a temporary respite from a recurring problem.

My advice for many years to new team leaders or managers has been simple: Never talk about the number, only focus on the things that impact the number.  

The difficulty is not be drawn back into the temptation of the number.  Stay true to the method and the results will come!

Publish Date: September 15, 2012 6:37 AM

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