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EXECUTIVE MEMBER
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Article : Metrics: Measuring the Level of Service

There are plenty of metrics and measurement methods that allow contact centers to study and gauge every facet of productivity and organization. We asked industry professionals how contact centers should measure the level of service they give.

A survey by Joss Jalbert, ContactCenterWorld.com



"Customer feedback. Giving the customer the opportunity to tell you how you are doing is the best way to measure your level of service. Collecting customer satisfaction and customer retention rates is one way of measuring such success. Epicor uses automated support incident surveys that are sent to the customer after a call is closed. The customer then has the opportunity to rate us on our timeliness, professionalism, attitude and their overall happiness with the service we provided. We receive more than 500 responses a week that we review and log. Additionally, our staff receives bonuses based on the responses. Today, Epicor’s customer satisfaction rate is at a record high of 9.4 (based on a scale of 1-10) with a 94 percent customer retention rate for our 20,000-plus customers worldwide."

 
Silvio Stroescu
Head of National Channels, Analytics and Support
Tangerine
Canada

"Move away from "service level" (percentage of calls answered in a specific timeframe) and create a scorecard which encompasses what clients value. Survey the customer base to identify what is really important to them. Clients will be able to tell you if they are more impressed with low (or no) wait times on the phone or "doing it right the first time". This in turn, will give you the opportunity to weigh score card components accordingly. For example, if clients have no tolerance for errors and are willing to wait a little longer on the phone, then "first call resolution" will be weighted heavier on our scorecard than the "speed of answer". Avoid the law of averages when determining the components of the customer experience scorecard. Instead of measuring the average speed of answer, look at how often you meet the speed of answer target (i.e. percentage of half hour intervals when the speed of answer target was achieved)."

About Tangerine

Tangerine Bank, operating as Tangerine, is a Canadian direct bank and a subsidiary of Scotiabank. It offers savings accounts, Tax-Free Savings Accounts (TFSA), Guaranteed Investment Certificates (GIC)... (read more)
 
Martin Jukes
Management Consultant
Mpathy Plus
United Kingdom

"Contact centres should find out what their customers want and then measure those things. For example a great contact centre experience counts for nothing if the fulfillment is inadequate. There is a need to measure contact centres as part of the whole customer experience. I would always advocate involving customers in determining these measures."

About Mpathy Plus

We are management consultants with a real focus on improving customer service and the customer experience. We provide a wide range of services across all sectors with expertise in transforming service... (read more)
 
Teck Heng Wang
Industry Watcher
Self employed
Singapore

"Accessibility measures like Service Level, Call Quality Monitoring for accuracy and soft skills as well as real time surveys for customer feedback."

 
Gordon Pullan
Assistant Vice President
MassMutual
United States

"Evenly weighted measurements of internal quality review, agent solve rate (FCR) and external customer survey scores."

About MassMutual

Founded in 1851, MassMutual is a mutual life insurance company that is run for the benefit of its members and participating policyholders. The company has a long history of financial strength and stro... (read more)
 
Todd Baxter
Evp/Coo
Optum
United States

"Typical measures that ensure a well-rounded view... Service Level (% calls answered within certain period of time), abandon rate (customers who disconnect before speaking with someone live), IVR abandonment (customers who abandon in IVR before speaking with an agent), FCR (first call resolution, or perhaps repeat call rate), Quality (internal measure of process adherence), and Customer Satisfaction (feedback obtained directly from customers about performance and their perception of quality). Goals should be visible and well-known by all. Results should be posted daily or by interval throughout the day, and individual agents should be able to see how their performance ranks against all others. People want a clear understanding of what's expected of them, and most then want to rise to that challenge given the proper environment."

About Optum

Optum is a provider of information and technology-enabled health services business dedicated to helping make the health system work better for everyone. Optum is powering modern health care with nearl... (read more)
 
Sue Marshall
Sales and Marketing Director
United Kingdom

"In a number of ways and viewing the service holistically. Feedback from service users should be taken into account. Key areas to measure are:
First time resolution
Average handle time
Average speed to answer
Customer retention and cancellations
Customer satisfaction levels
Agent sickness and attrition

An efficient and stable team will maintain average handle times at an acceptable level (unless new products/services/unexpected events occur)
Average speed to answer is the responsibility of the operations management; are there enough agents to manage the traffic. Similarly, agent sickness is a great indicator. Rises in sickness may point to agent disatisfaction and this will result in reduced service, similarly high attrition will reduce the service as agents can take weeks or even months to gain a high level of competency and confidence on the phone."

 

About ContactCenterWorld:
Company Logo# ContactCenterWorld ContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 215,000 corporate 'individual' members have joined the association's website 'ContactCenterWorld.com'. We were established in 1999. www.contactcenterworld.com
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Today's Tip of the Day - Keep Cost In Perspective

Read today's tip or listen to it on podcast.

Published: Wednesday, April 7, 2010

Printer Friendly Version Printer friendly version

2024 Buyers Guide Headsets

 
1.) 
All Ears Ltd

Freemate headsets, and sanitary solutions for headsets
Freemate headsets available, corded and wireless for telephony and USB. 3 year warranty compatible with all model phones. We supply accessories from downleads, USB leads, ear cushions, leatherettes and we service call centre headsets, these are sanitised and repaired or serviced as required.

We supply the corporate environment, Government departments, security, medical and professional offices and meet the needs of many of New Zealand's SOHO market.

We can even develop and create one-off solutions for those with mobility or disability limitations opening up a world of freedom in communications. And we like to have fun on the journey.

2.) 
Comfort Telecommunications

Smith Corona Headsets
3 year warranty compatible with all model phones. Accessories also available. Cords, earpads, etc all factory direct pricing

3.) 
Headsets Connect

Since 1998, Headsets Connect has been supplying Call Center Grade corded phone headsets, wireless headsets, headset telephones and a wide range of headset accessories to accommodate Medical, Insurance, Financial offices and large Call Centers environments offering you value, comfort, flexibility and increased productivity in your day to day business.

4.) 
Headsets123


Since 1998 Headsets123 has been supplying Call Center Grade corded phone headsets, wireless headsets, headset telephones and a wide range of headset accessories to accommodate Medical, Insurance, Financial offices and large Call Centers environments offering you value, comfort, flexibility and increased productivity in your day to day business.

Our offices are located just outside of Seattle, WA. We hope you enjoy our wide range of headsets and accessories.

5.) 
Jabra

Jabra
Jabra is a leader in engineering communications and sound solutions – innovating to empower both consumers and businesses. We are committed to letting people hear more, do more, and be more than they ever thought possible. Through sound and video, we help transform lives. Jabra engineering excellence leads the way, building on 150 years of pioneering work. This allows us to create integrated headsets and communications tools that help professionals work more productively; wireless headphones and earbuds that let consumers better enjoy calls, music, and media; and pioneering video conferencing solutions, enabling seamless collaboration between distributed teams. Jabra employs approx. 1,400 people worldwide

6.) 
JPL Telecom

Based in Dorset, England, JPL designs and manufactures innovative professional telecom headsets. We have a wide range of professional telecom and call centre use headsets in wired, wireless DECT and Bluetooth styles.

Making sure that your customer’s voice can be heard is vital. JPL Telecom ensures that your customer’s experience is first-class. All headsets have our Surround Shield™ noise cancellation to make certain your customer only hears what you want them to hear. Comfortable and attractively designed headsets are built to withstand the constant use in any call centre environment.

Our aim is to continuously improve customer choice, offering a fair price and value to our resellers and end users.

7.) 
Leitner Headsets

Contact Center Headsets
Over one million North American businesses have purchased headsets from us in the past two decades – we understand headsets.

Leitner Headsets are the most durable contact center headsets backed by a 5 Year Warranty, giving you a best-in-class productivity tool that fits your needs (and your head). As the trusted experts, we make headsets simple to choose, and easy to use.

8.) 
Unicom Services Ltd.

Contact center headsets and conference solutions
Unicom Services Ltd. is a distributor of professional headsets and communication solutions for all possible applications.

Products and Services:
* Headsets for contact center, office, small office and home, mobile phones, computer headsets and adapters.

* Conference systems - audio video terminals, personal and group multipoint conferences.

* Telecom Products - office wired and wireless phones, dect systems, softphones.

* Video conference software for contact centers and offices.

* Unified Communication Solution.

9.) 
Xiamen Mairdi Electronic Technology Co., Ltd

Call Center Headsets
Mairdi is a professional call center headsets maker in China. We've designed, produced and exported professional communication headsets for 16 years. Our headsets were exported to over 120 countires in the world.
Our headsets are widely compatible with nearly all IP Phones, desk phones, PC and mobiles. They are all noise cancelling and with built-in hearing protection technology. Our headset accessories are Plantronics or Jabra compatible. All the headsets and accessories are CE,FCC, RoHS certificated.
 

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