3rd Party Remote Call Monitoring Feature

Efficiency is critical for contact centers, which is why most contact center management knows the importance of metrics to help weed out every last bit of inefficiency and improve productivity.

The problem is that businesses don’t always know how to properly use the data.

“Most clients we have already have a ton of data, but fall short of taking action on the data,” noted a recent blog post by contact center solutions provider BPA Quality, Go Psycho On Your Contact Center.

BPA Quality uses a ‘psychometrician’ to help its clients make sense of all the data and put it in perspective.

This includes humanizing the data to make it actionable; psychometricians also can help the contact center with data in other ways.

For starters, it can find the truth in the numbers even if focus groups are not being entirely honest.

“I can’t tell you how many focus groups that I have been in that are dead wrong,” the blog post noted. “People are notorious for saying one thing and doing another, and in the end the numbers prove out their true intentions.”

Figuring out which metrics actually are useful is another important way that psychometricians can help. They can sort through the many metrics and find the correlations among them, which can help contact centers make important adjustments that otherwise might go unnoticed among all the data.

Further, such data experts can ensure that research is set up properly and statistically valid.

BPA Quality’s psychometrician makes sure that the company helps its clients collect the correct data in the correct way—and verify its accuracy and statistical validity.

“She is responsible for developing the statistical foundation for which our recommendations are made to our clients and could be doing the same for you,” the BPA blog post noted.

So while contact centers know the value of good metrics, they might want to consider making sure they have someone around who can properly make sense of those metrics.