Tuesday, October 16, 2012

Call center performance management metrics and tips

Often, it is not the sheer number of different call center performance metrics that drive success, rather how well they are presented (graphics versus numbers), how accessible they are (now in real-time versus later) and how they relate to each other (having a big picture versus a "siloed" view). With rising customer expectations and cost pressure, call center performance management becomes ever more challenging. Here are three things to consider when thinking about improved and more effective call center performance management: 

Dashboards: Make data easy and simple to understand
There is that saying "a picture is worth more than a thousand words" - the same is often true for numbers. Having access to detailed reports with lots of numbers is necessary, however, often a simple dashboard with key metrics provides the right amount of information to see if you need to take action throughout the day.

Real-time: Make data actionable and pro-active
For some data and metrics it is fine to review them at a later point and draw conclusion, however, there are a few key metrics that you should get in real-time. This allows you to make changes right then, when you see an issue coming up, such as out-of-adherence, changing call volumes and call pattern (compared to your forecast).

Integration: Connect the "dots"
The challenge in a center is often to optimize one variable (metric) without compromising another. For example, a reduction in call time could impact call quality or customer satisfaction. If you have access to "connected" data you can better understand how one change might affect the overall performance of your call center. Also, it helps different teams and departments (that often act as "silos") better work together by sharing "cross-functional" call center metrics. Unified workforce optimization solutions that integrate workforce management, call recording, quality and performance management can help accomplish this.

If you would like to learn more, please watch the various call center workforce optimization videos on our website.