Professional Documents
Culture Documents
Call Center Metrics
Call Center Metrics
by Penny Reynolds
The Call Center School
2
Quality Improvement Initiative Issue
Paper Purpose and Scope
• Define the most critical operational, service
performance and efficiency-related call center
metrics for establishing and maintaining Quitline
quality.
• Create a shared language among Quitline
stakeholders
• Make recommendations on:
– important metrics to measure (including why they are
important for funders, service providers and callers);
– how to measure and report these metrics; and
– how reports may be used by both the service providers
and funders to improve quality
• Limit to those metrics measured during the first
call.
3
Quitline as Call Center
4
PERFORMANCE MEASUREMENT
• Customer perspectives
• Frontline staff perspectives
• Senior management
5
Key Performance Indicators
• Service Measures
– Accessibility
• Blockage; hours of operation; abandons;
self-service availability
– Speed of Service
• Service level; average speed of answer;
longest delay in queue
6
Key Performance Indicators
• Quality Measures
– Resolution Metrics
• First call resolution rate; transfer rate
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Key Performance Indicators
• Efficiency Measures
– Resource Utilization
• Agent occupancy; shrinkage; schedule
efficiency and adherence; availability
– Contact Handling
• Average handle time; after call work time;
on-hold time
8
Key Performance Indicators
• Profitability Measures
– Sales
• Conversion rate
9
PERFORMANCE MANAGEMENT
PROCESS
10
PERFORMANCE MANAGEMENT
PROCESS
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QUALITY MEASUREMENT PROCESS
12
QUALITY MEASUREMENT PROCESS
13
PERFORMANCE REPORTING
• Reporting Methodologies
– Build a framework that CLEARLY defines:
• Purpose of each report
• Recipients
• Sources of data
• Metric to be used
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PERFORMANCE REPORTING
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Feedback from Members