Ask the Experts Experts Library Measurement

Topic: Measurement

Question:
In your experience, what are most inbound service centres using for performance metrics for their agents? For example, calls/hour, % of available to staffed time, talk time, calls/month. We currently monitor calls per hour and calls per month along with call quality. I'm wondering if there might be a better way.

CCCAG:
Here is what we would recommend for inbound call centre metrics:

Productivity
- True Calls Per Hour (wait time between calls is removed)
- ACD Sign On Time (with fair sign on agreements established and in place)
- ACD Guidelines established and in place (desired focus is on skill and knowledge, not adherence)

Quality of Call Handling
-  Call Sampling Process (where call samplers are certified and the quality feedback is skill and knowledge based)

-  Call Centre Job Competency (where job competency is defined and a tracking and employee friendly process is in place to provide time and resources for the necessary skill and knowledge enhancement needed)

-  Performance Variation (looking at the variation [calls per hour, sign on hours, total handle time, etc.] of similar trained managers and agents to identify cause and opportunities to close these performance limiting gaps)

It is our belief that the only sustainable competitive advantage left for call centres is the employees and in the next two years those that have not treated call centre staff fairly may find themselves facing some very tough questions about moving the call centre business outside the organization.

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