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
The role of contact centers should be viewed in a holistic manner.
Greater emphasis should be laid on team level or process level metrics rather than agent level metrics. A good person in a bad process will inevitably end up as a poor performer."
- Aditya Bhalla, Practice Head, Innovation Practice, QAI Global Institute, India
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."
- Sue Marshall, Sales and Marketing Director, Respondez, United Kingdom
Sponsor message - content continues below this message
2020 '15th annual' Global Contact Center World Awards NOW OPEN!
Enter your Center, Strategy, Technology Innovation, People and more into the ONLY TRULY GLOBAL awards program - regarded by many as being like the Olympics for the Contact Center World! Join the best from over 50 nations and compete for the most prestigious awards out there!
Content continues ….
- Gamil Radman, ITC Director of Operations, Imam Abdulrahman Bin Faisal University - Namaa Subcontractor, Saudi Arabia
- Kevin Raul, Manager Operations, Respondez, India
- Chris Swallow, Relex Technical Specialist, Parametric Technology Corporation, United Kingdom
- Jeff Roberts, Director, Inforonics LLC, United States
- Amanda Robinson, Resource Manager, United States
The experience of having enabled billions of customer interactions for multiple industry verticals over the last decade has provided us with the knowledge base to measure the level of service by measuring the gap between customer expectation and experience which directly impacts customer retention or churn. The Contact Optimization Model© zeroes in on such gaps at each point of contact and each stage of the interaction, thereby providing an in-depth view of the overall service and the experience thereof."
- Shankaran Nair, President, Servion, India
- Teck Heng Wang, Industry Watcher, Self employed, Singapore
- Martin Jukes, Management Consultant, Mpathy Plus, United Kingdom
- Malcolm Norquoy, Director Managed Services, ERICSSON, Malaysia
- Silvio Stroescu, Head of National Channels, Analytics and Support, Tangerine, Canada
- David Cross, People Development Consultant, National Australia Bank, Australia
- Jonathan Judd, Director of Strategic Alliances, 8x8 Inc., United States
- Ian Hamerton, NCC Manager, National Health Service Blood & Transplant, United Kingdom
- Dan Whelan, Senior Vice President, Worldwide Support, Epicor, United States
- Katarzyna Kanka, Board mebel, Poland
- Margo Webb, Customer Contact Manager, Renfrewshire Council, United Kingdom
- Carl Lobaugh, Director of Quality, Abbott, United States
- Todd Baxter, Evp/Coo, Optum, United States
Today's Tip of the Day - ACD Considerations
ContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 205,000 corporate 'individual' members have joined the association's website 'ContactCenterWorld.com'. We were established in 1999.
Published: Wednesday, April 7, 2010