Archived Content

Go and Talk with Marketing

Published On: 4th Aug 2015 08:00

We have a tendency to treat the contact centre like a big factory of telephone calls and emails.

This becomes most apparent when we look at contact centre metrics. Numbers of calls, Average Handling Time, Service Level and cost per call are all measures of efficiency.

But they are not good measures of effectiveness. It’s better to start using metrics that look at outcomes.

We need to develop a culture where we do the right things for our customers and the stats don’t get in the way.

Author
Jo Robinson

Jo Robinson is the Operations Manager at Call Centre Helper and has worked here since 2007. Jo quality checks a large number of the articles, and is also responsible for caring for our customers, managing the eblast programme and sponsorship of our annual benchmarking survey.

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