This is just as true for service-related contact centres as for those with a sales bias. Sales Conversion should be used in conjunction with Total Sales to make sure that quality leads are being converted.Ĭustomer Retention determines whether the contact centre is exploiting its “frontline” opportunity to nurture and retain customers and lock in future profits for the organisation. Linked to a correctly aligned reward structure it can drive effective agent behaviour. Total Sales directly measures the revenue contribution of the contact centre. (DO NOT TARGET AGENTS ON THIS METRIC – BACKGROUND ONLY!)Ĭall Transfer Rate tells you if calls are being routed to the right agent first time or whether too many are being redirected thus wasting agents’ time.Ĭost Per Call takes into account all fixed and variable costs expended in running the contact centre operation and provides an overall gauge of efficiency when compared with similar operations. ![]() Long times can reveal inadequately skilled agents or broken processes and tools. Low occupancy can indicate overstaffing and high operational costs.Īverage Handling Time measures the time agents spend handling individual calls. Operational EfficiencyĪgent Occupancy describes how long the agent spends answering or dealing directly with calls. Take it seriously and don’t resort to email feedback surveys as your only data-gathering mechanism. A low FCR can indicate poor internal processes or inadequate staff training.Ĭustomer Satisfaction Scores provide direct feedback from the people who count, the customers. Internally, they can reveal sub-optimal shift patterns or agent scheduling externally, long wait times means frustrated customers keen to take their business elsewhere.įirst-Contact Resolution rate is vital for customers who rightly resent being put on hold or passed through different departments. Percentage of Calls Abandoned, Answered and Average Speed to Answer are the basic hard measures underpinning customer satisfaction. ![]() If we take the balanced scorecard measures one by one, the essential KPIs are: 1. People Management (Am I getting the best out of my people?).Business Value (How well am I supporting business sales?).Operational Efficiency (How well is my operation performing?). ![]() Customer Satisfaction (How well am I serving my customers?).Here is a list of key performance indicators (KPIs) that should be used in contact centres, alongside other insights from six experts.Īny balanced scorecard should include the following measures:
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