Thursday, October 14, 2010

Call center metrics - what's important?

There are many call center metrics you can track, so the key question is often: What is really important for my call center? We have compiled a list of call center metrics that are usually used to measure performance. But before you select the metrics, you should first establish the overall goals and objectives for your specific business and call center operations. There are a couple of strategic goals and objectives that might apply to your call center:
  • Contribute to profitability of your business
  • Deliver services at lowest possible costs
  • Maximize revenues
  • Continuously improve customer experience and satisfaction
  • Optimize the management of your workforce
Often, it is a combination of several goals, but it is important to rank those based on importance for your business. In the next blog posting, we will list 10 key metrics that you you might use to measure performance based on your prioritization - please stay tuned.

Tuesday, October 12, 2010

Call center workforce management software in the cloud

In case you have missed our "cloud-based WFM" webinar, we have posted a short version as a video "Advantages of call center workforce management in the cloud" on YouTube. Learn about the key advantages of a cloud-based workforce management solution for call centers and how it compares to traditional, on-premise workforce management software.

Monday, October 11, 2010

Call center scheduling - keep track of your shrinkage

Many companies underestimate the sheer volume of shrinkage (paid time but not taking calls). For example, in a 30 agent contact center 20 minutes of out of adherence status per agent equates to 10 hours per day in shrinkage. If those agents are being paid $12 per hour plus benefits, equaling $15 per hour, you would be losing $150 per day, $750 a week or $39,000 per year.

While it is not possible to recover all lost time, imagine you can reduce shrinkage from 20 to 10 minutes resulting in a $20,000 savings alone, plus improved service levels. That is only the tip of the iceberg if you also consider lost sales due to shrinkage, which again, can easily add up to hundreds of thousands of dollars per year.

How can you reduce shrinkage? There are three key elements involved:
  • Create a better match to call volume with agents’ availability;
  • Increase forecast and schedule accuracy by including additional parameters;
  • Monitor and improve schedule adherence, if possible in real-time.