http://www.callcentrehelper.com/why-quality-equals-efficiency-when-times-are-tough-2858.htm The UK's most popular call centre magazine Fri, 10 Feb 2012 18:45:46 +0000 http://wordpress.org/?v=2.9.2 hourly 1 http://www.callcentrehelper.com/why-quality-equals-efficiency-when-times-are-tough-2858.htm/comment-page-1#comment-16079 Steve Mitchinson Thu, 14 May 2009 09:38:42 +0000 http://www.callcentrehelper.com/?p=2858#comment-16079 Good article Neville. In tough tiome especially we need to focus on efficiency (costs)and effectiveness (quality + costs). Challenge is too few centres effectivley measure FCR (or even measure it at all) and more importanly FCR is a bit of a "half way house". It is a great start, but we beleive the real key is reducing demand(which in turn delivers improved FCR). Reducing "contacts per X" How many centres actually know how many calls are repeats, or how many could be avoided if they undertook a detailed root cause and demand analysis and implemented the findings Good article Neville.
In tough tiome especially we need to focus on efficiency (costs)and effectiveness (quality + costs).
Challenge is too few centres effectivley measure FCR (or even measure it at all) and more importanly FCR is a bit of a “half way house”. It is a great start, but we beleive the real key is reducing demand(which in turn delivers improved FCR). Reducing “contacts per X”
How many centres actually know how many calls are repeats, or how many could be avoided if they undertook a detailed root cause and demand analysis and implemented the findings

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