Performance Framework

Call Centre Helper Forum » Call Centre Management

(4 posts)

Hello,

We are looking to introduce a new performance framework in our contact centre (Local Authority) We have set up a task and finish group to work on this. We have recently gone through a huge transformation in the way our operatives work, partly due to the roll out of a new CRM system. The focus is very much about adding value and our customer strategy is focused around helping customers to help themselves. We have previously used AHT for individual services and more recently calls per hour. Does anybody have experience of removing numeric figures and/or a framework in place that is centered around the customer experience? It would be useful to know how staff are measured.

Posted 4 weeks ago

Lclarke

Hi RachelIN

In my experience if you are focusing on educating your customers you can expect your AHT to increase slightly during this period. Have you thought about measuring 1st touch resolution and using a quality framework to help measure customer satisfaction?

Where I work we still measure stats such as abandoned rate and grade of service but I am more focused on the quality of my agents calls, making sure we are focused on 1st touch resolution and delivering quality customer service even if this means longer AHT.

Thanks

Luke

Posted 3 weeks ago

RachaelN

Hi Luke

Thank you for your reply. Our AHT hasn't increased but there has been a shift to more talk time, which is what we were hoping for. Do your team receive performance figures at all? We would like to shift to agents using their skills to judege the level of service a customer needs. Our aim to is become more of an advocate for those customers that need us and to direct other customers to self serve where possible. We do measure 1st time resolution through our CRM. How do you report on it and to what level of detail?

Posted 3 weeks ago

MHarris123

Hi Rachael,

In my experience of using CRM systems it will definitely improve the customer experience etc. What CRM are you using? There are integrated softwares with many CRMs that can improve some of the above things you mentioned.

In terms of improving customer experience for us, getting callers through to the right person first time and reducing queue lengths are important.

These integrated applications have clever systems such as dynamic routing and stats recording.

The dynamic routing means that the caller is immediately directed to the agents assigned to a particular skill group. This decreases the bounce around time for the customer and gets the call through to the agents you want.

On the stats recording side, you can see how many calls an agent is taking, the length of time on the call and even a first resolution percentage chart. This is what we look in our agents on but you can personalise the stats you want to see.

Performance Framework

Call Centre Helper Forum » Call Centre Management

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