New analytics framework helps organisations measure their contact centre performance

A performance analytics framework has been developed specifically to help customer service organisations measure the performance of their operations in six key areas. Sabio Insight has been designed as a self-assessment tool, and features an integrated series of benchmarking exercises to enable contact centre management to assess performance across their entire operation. This ranges from initial customer data acquisition through to the ongoing assessment of operational efficiency.

The tool uses a series of innovative spider diagram techniques to provide organisations with immediate visual awareness of their current contact centre performance. This helps to establish the clear links between different operational functions, offering a structured framework for continuous performance improvement. Operators are then able to focus on the people, process and technology areas that will most benefit from attention during the next 12 months.

Kenneth Hitchen

“Traditional contact centre benchmarking initiatives and reports focus on highlighting emerging industry trends or trying to quantify the scale of our industry. Instead with Sabio Insight we’ve focused on creating an approach that provides contact centre management with a more meaningful assessment of their different customer contact activities,” commented Kenneth Hitchen, Sabio’s Director of Consultancy Services. “That’s why we’ve looked in depth at how organisations gather their contact data, the work they’re doing to challenge demand, and areas where automation can be applied. In addition – how accessible they are making their contact operations, how they are managing their resources, and how efficiently their operations are running.

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