Call Center Management Feature Article
November 13, 2012
Essential Quality Management Metrics for Call Center Performance
By Amanda Ciccatelli, TMCnet Web Editor
If you're responsible for managing call center operations, it is important to have the ability to gather information on metrics to report on the call center’s performance. Call center managers are often inundated with data, making it difficult to pull out relevant insights. So, it is essential to have complete visibility into operational metrics to gain more control over the call center.
There is an immense amount of qualitative and quantitative measures than can be analyzed to improve call center performance, especially in quality management. Each is significant in its own way, and different call centers may have different priorities for areas that require attention.
To have the most effective quality management program, Monet Software, a global provider of workforce optimization solutions for small and medium-sized contact centers, has provided the most vital metrics including service and performance.
Service: One of the primary functions of a call center is to deliver a quality service experience to the customer, which starts with taking the customer’s call as quickly as possible. Then, review blockage numbers to find out how many customers are not able to get through on the first try, and how many hang up. Also, measure the number of calls that come in before and after the call center’s hours to assess if a change in hours may be needed.
Monet suggests that if a call center offers a self-service alternative, then that center should measure how many callers follow the process to its conclusion and how many hang up before getting there. Additionally, it is helpful to track the average speed of answer (ASA), and the number of calls that are addressed within the allotted time.
Performance: Once the agent has engaged the caller, using call recording software the agent’s performance can be reviewed for courtesy, competency and knowledge of the product discussed.
When a first-call resolution is not possible, Monet says to track the rate of transfers, paying special attention to correct routing. Also, call recording software can determine whether an agent is following the script as well as the effectiveness of the scripts.
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Edited by Jamie Epstein