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Article : Performance Management Metrics

The power of using interrelated management metrics becomes clear when determining the results of a new sales program, internal process improvements, or agent training. Correlating call outcomes with call handling times or number of transfers provides a quick, clear picture of change – either positive or negative. A good performance management system must have the ability to incorporate appropriate and relevant quantitative and qualitative measurements.

While understanding what is happening within the contact center is key to performance, knowing why it is happening is key to improvement. Today's contact center analytics technology coupled with the right KPIs allow management to understand how customers experience the organization. A data mart that incorporates recorded customer interactions presents management with the ability to access data by rolling up, drilling down, or going across at any level, including listening to the actual recording of a customer/agent interaction. This depth of access to the customer's perspective has never existed before.

Following are significant KPIs that can provide useful and actionable information.

KPI Data source Strategy
Talk time vs. Call Resolution ACD, predictive dialer and CRM/desktop application

Use this KPI to determine the relationship between talk time and call resolution. Resolution could be a closed sale, a promise to pay (collections) or a completed work ticket in a help desk or customer care environment. Benchmark those agents with the lowest talk times and highest resolution rates. Record these agents' calls for "best practices" training.

Quality monitoring scores vs. customer satisfaction scores Quality monitoring application, customer satisfaction surveys This KPI can help you identify areas of subjectivity in your quality monitoring process. Use it to identify supervisors that consistently score agent quality our of alignment with customer feedback. Use the recorded calls to identify training opportunities for agents and supervisors and to create more objective scoring forms.
Call resolution vs. agent pay ACD CRM/desktop apps, payroll software This KPI can help you determine whether your best paid agents are really your best performers. Use this KPI to create incentive plans that balance tenure with productivity and quality.
Calls per hour Predictive dialer, ACD Simply mandating agents handle more calls within each hour may reduce revenue results or customer satisfaction, so the goal for this KPI should be to balance productivity (number of calls) with quality (accomplishing objectives).

About Eyretel
Eyretel is a Cisco Technology Partner and a customer experience management specialist. Its products and services are targeted particularly at supporting the customer relationship management (CRM) activities of contact centres.

Today's Tip of the Day - Utilize Time & Money Saving Tools

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

Published: Monday, November 4, 2002

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2024 Buyers Guide Telecoms

 
1.) 
Cloudonix

Cloudonix’s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix add Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more – rapidly deployed and cost effective without replacing your existing systems or retraining your team.

2.) 
PRILINK

Demarc Network Traffic Monitor
A lightweight Network Traffic Monitor that privides real-time traffic alerts and tracks all IP and SIP endpoints at Demarc. It analyzes mirrored SIP Trunk and Internet traffic in real-time and compiles Network Traffic Analytics (NTA) for all endpoints giving daily network traffic telemetry, most active endpoint summary, endpoint search table and more.

3.) 
Scopserv Integrated Services

ScopTEL IP PBX
The ScopTel IP PBX solution is a distributed software application
that can be installed on both virtual and physical servers, thus
offering a multitude of architectural designs from premise-based
servers to a centralized data center (DC) hosted WAN
environment. The application is distributed as an ISO which
includes the customized Linux operating system

4.) 
Televergence

Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier. Televergence is the only active US VoIP carrier certified by the Women's Business Enterprise National Council (WBENC), which enables our services to qualify for meeting corporations Supplier Diversity Needs.
 

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