The Best Metrics for Call Center Success
We recently came across an interesting
article on the International Customer Management Institute (ICMI)
website, pertaining to seven "must have" metrics for your
contact center. We take anything the ICMI has to say seriously, as
they've been around for a number of years and always have something
valuable to tell us about best practices in today's contact centers.
According to the International Customer Management Institute (ICMI), the seven most performance indicating measures are*:
|1.||First-Call Resolution - The amount
of customer calls that are resolved on the first interaction.
||compared to the actual call volume
and accuracy of the planning based
on that forecast.
|2.||Service Level/Response Time - What percent of calls are answered in a certain time frame.||5.||Self-Service Accessibility - Percentage of people who begin and complete self-service help.|
|3.||Adherence to Schedule - The amount
of time an agent actually spends handling calls and completing
the necessary work prior and after
to each call.
|6.||Contact Quality - Includes criteria such as courtesy, professionalism, FCR, capturing data, and giving correct and relevant information to customers.|
|4.||Forecasting Accuracy - The predicted call volume||7.||Customer Satisfaction - How customers view their experience with you, and their overall opinions of the company.|
*You can access the full article at: http://www.icmi.com/Resources/Articles/2011/February/Seven-Metrics-to-Watch-for-Call-Center-Success
How might those metrics look on a dashboard?
Below is a rendering of key metrics using the Centergistic AgentView
DashView HD. If you're not familiar with DashView, it is a high impact
way to show key metrics that gets the attention of anyone and everyone
on the center floor.
|Centergistic Solutions can provide real-time measures and displays to address and increase the levels of each of these indicators. With AgentView, agents as well as supervisors will be able to actively manage|
their performance and quickly increase productivity.
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