10 Interesting Initiatives for the Call Centre. Performance criteria you may find a surprising amount of stats you can do. Excel Spreadsheet Template. Windows 8 Pro 32 Bit Highly Compressed Psp. Call-by-call datatocalculate simplesummary statistics for the calls that arrive within fixed intervals of time, often 15 or 30min.

Filed under -,,,,,,,,, Here is a list of key performance indicators (KPIs) that should be used in contact centres, alongside other insights from six experts. Any balanced scorecard should include the following measures: • Customer Satisfaction (How well am I serving my customers?) • Operational Efficiency (How well is my operation performing?) • Business Value (How well am I supporting business sales? Program Like Ms Word here. ) • People Management (Am I getting the best out of my people?).

If we take the balanced scorecard measures one by one, the essential KPIs are: 1. Customer Satisfaction Percentage of Calls Abandoned, Answered and Average Speed to Answer are the basic hard measures underpinning customer satisfaction. Internally, they can reveal sub-optimal shift patterns or agent scheduling; externally, long wait times means frustrated customers keen to take their business elsewhere. [Follow the link to find out: ] First-Contact Resolution rate is vital for customers who rightly resent being put on hold or passed through different departments. A low FCR can indicate poor internal processes or inadequate staff training.

[Read the following piece to discover: ] Customer Satisfaction Scores provide direct feedback from the people who count, the customers. Take it seriously and don’t resort to email feedback surveys as your only data-gathering mechanism. Operational Efficiency Agent Occupancy describes how long the agent spends answering or dealing directly with calls. Low occupancy can indicate overstaffing and high operational costs. [For more information, read these: ] Average Handling Time measures the time agents spend handling individual calls. Long times can reveal inadequately skilled agents or broken processes and tools.

(DO NOT TARGET AGENTS ON THIS METRIC – BACKGROUND ONLY!) [Here is: ] Call Transfer Rate tells you if calls are being routed to the right agent first time or whether too many are being redirected thus wasting agents’ time. Cost Per Call takes into account all fixed and variable costs expended in running the contact centre operation and provides an overall gauge of efficiency when compared with similar operations. Business Value Total Sales directly measures the revenue contribution of the contact centre. Jeopardy Quiz Template Powerpoint more. Linked to a correctly aligned reward structure it can drive effective agent behaviour. Sales Conversion should be used in conjunction with Total Sales to make sure that quality leads are being converted. Customer Retention determines whether the contact centre is exploiting its “frontline” opportunity to nurture and retain customers and lock in future profits for the organisation. This is just as true for service-related contact centres as for those with a sales bias.