At the end of each month, I report to executive management how the team have performed. What measures do you look at to show the overall performance of the team. (If it helps I come from a housing background)
Measuring Call Centre Performance
Call Centre Helper Forum » Call Centre Management
(6 posts)
measures should reflect what matters to the tenants. eg: end to end times to complete repair, %first time fix, %access and %appointments met. this is VERY different from targets that most RSLs have i.e. no. of appt per day, no of inspection, no of repairs done (volume). our opinion is that if you get repairs done first time right, it'll keep costs down etc. if you haven't got first time fix right that means your diagnosis at the front end i.e call centre are not done right. also if access rates are very low, that means your appointment system at the front end i.e. call centre is not right either. what about you? what are your measures?
Posted 10 months ago
Total calls
Total Outbound Calls Made
Total Talk Time
Total Finalization Time
Total Manual Talk Time
Total Ring Time
Total Hold Time
Total Logged In Time
Total Work Time
Total Not Ready Time
Total Transfers
Total Explicit Transfers
Total Implicit Transfers
Service Level
Occupancy Ratio
Average Talk Time per call
Average Finalization Time per call
Average Manual Talk Time per call
Average Ring Time per call
Average Hold Time per call
Average Transfers
Average Explicit Transfers
Average Implicit Transfers
Hope this helps, this is more outbound though......I assume you were looking for outbound?
Posted 10 months ago
I agree with SystemsThinking's Right First Time approach. We did some analysis on cascading repeats. The true Resolve rate (first time resolution, first call resolution) is usually much less than reported.
Posted 6 months ago
Sometimes I think call centres can get too caught up in different measures.
We can talk about % answered in x seconds, or % loss, First contact resolution, handle times etc, but it doesn't really have much impact on how good the service to the customer is. I know a few centres that boast of great service levels but if you ask them what the customer thought, they would struggle.
Things like net promoter score are in my opinion the best. True all the others do have a use, and no one wants an agent who talks to the cows come home, but these measures should probably only be a guideline to what kpi's you will deliver whilst aiming for a high net promoter score.
If you had the choice between waiting 3 minutes to be answered, and having a friendly chatty agent who helped with everything, or a call that was answered within 10 seconds by a dismissive agent who seemed to rush the conversation, there is really no question.
More often than not these measures can be damaging, as the adminisphere often take these measures to be targets.
Posted 6 months ago
It should never be quantity over quality..they work together.
report on measures that mean something to your business...so first off you need your vision of what you want your center to look like and stand for.Quantity measures only tell part of the story.
Posted 5 months ago
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