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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 - What Type Of Relationship Do You Want?

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

Published: Wednesday, April 7, 2010

Printer Friendly Version Printer friendly version

2024 Buyers Guide Business Continuity

 
1.) 
Eckoh

CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.

2.) 
Pointel

CCaaSSync – Contact Center Disaster Recovery Solution
CCaaSSync is a comprehensive solution to help businesses prepare for unforeseen disasters that may impact their Genesys cloud contact center infrastructure. Our disaster recovery solution ensures that your business remains operational and continues to provide seamless customer service even in the event of catastrophic failure of your primary infrastructure.

Our disaster recovery solution is a cloud-based service that allows you to synchronize your primary Genesys cloud contact center infrastructure with your disaster recovery Genesys cloud contact center infrastructure, allowing you to quickly and easily switch over to the backup infrastructure in the event of a disaster. This ensures tha...
(read more)

3.) 
Vads

VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.

4.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
Adapting to the new normal contact center industry has to be ready for work from anywhere agents to maintain business continuity. Even when working from remote locations, the work from home agents or remote agents need to be monitored for smooth customer service operations or effective tele sales.

InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.
 

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