Almost anything in a contact centre can be measured. In fact, metrics in a contact centre can become a cottage industry of their own. All those tables of numbers, statistics, pretty colourful graphs, monthly board reports that run into tens of pages and lots of detail, wallboards with all sorts of displays for all to see. It is all worthwhile, right? I mean – all these numbers show how hard we are working and what great service we are providing, right?
Many people outside the contact centre do not understand contact centre metrics. In fact many contact centre managers don’t understand all the metrics available to them. Or, they understand the metric but not the reason – or how to effect change. For example, there is a wide variance in average talk time between (apparently similar) staff members, but why does this happen? The complex metrics are useful for contact centre manager to identify issues and make changes and improvements that affect the higher level measures that senior staff are usually interested in.
Before you send any more reports out, talk to the recipient of the reports and find out exactly what they want, then provide that and only that. Senior management and boards generally want simplicity and are only interested in 2 or 3 key metrics – value of sales for the month, costs for the month, Net Promoter Score or customer satisfaction score, staff forecasts, and that is about all. All other metrics contribute to these, but are for the contact centre manager to use to achieve these goals. They are too specialised for senior management who usually don’t want reasons, just the impact to the business.
Review and simplify your reporting, cull any reports that aren’t required and save your time and money.
About Steve Pels:
Director of Operations at Contact Center Action
About Contact Centre Action:
The services provided by Contact Centre Action, and the experience we have is unique in the market today. In operation since 2003, we can provide the total solution to your contact centre consulting and recruitment needs. We have ‘hands on’ operational experience in training, operating and managing contact centres. We don’t just teach and understand the theories, we have practical experience in managing staff in this often high-pressure environment. This experience includes recruiting, customer service, metrics and measurements, staff retention, process improvement, cost reduction, contact centre relocation and centralisation. We have independent knowledge of a variety of technologies from multiple vendors, including ACD, IVR, workforce management, call recording, CTI, speech recognition, biometric verification, quality management, performance management, customer surveys, outbound diallers and speech analytics – in both on-premise and hosted environments. We are totally independent. We do not sell technical solutions, neither do we have any commercial relationships with any
Published: Monday, July 18, 2016
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VADS Business Continuity Plan
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