The place to start is with a unified/integrated workforce optimization system. Performance management encompasses a number of moving parts, and it’s necessary to have one system that connects all aspects of scheduling, skills, quality, metrics and compliance. Both qualitative and quantitative information should be incorporated in order to emerge with a comprehensive assessment of how your call center is working.
Once this data is accessible, the next step is to clearly define what metrics drive the performance of your call center. These will vary by the type of business, and perhaps by its size or the product or service involved. But managers know when they are delivering customer service up to expectations, and the metrics that measure their efforts.
Use these metrics to set and communicate goals – is the average handle time too long? Are customers waiting too long for an agent? Are product upsells below expectations? Once that to-do list is in place, make sure all personnel are on board and working toward the same standard.
Now, the excitement begins. Invest in a call center management system that makes tracking metrics easy through one dashboard, and allows for the ability to react to key metrics and make the kinds of changes (scheduling, call recording, shrinkage) that will impact performance immediately.
|Call Center Performance Management Dashboard|
When you know what to look for, when you have the information you need, when you need it, and when you can act upon it quickly, that’s performance management made easy. If you would like to see performance management in action, please take a moment to watch this call center metrics video.