Call Center Management Feature Article
February 11, 2013
Why Call Center Management Need Access to Quality Metrics
By Susan J. Campbell, TMCnet Contributing Editor
In the buzz of activity that takes place within the call center, it can be a challenge for managers to forecast anticipated activity, schedule according to agent skills and availability, manage the varying interaction channels and focus on overall performance. In fact, overall performance statistics are the one thing managers often don’t know.
According to ICMI, managers also don’t always understand the important role Key Performance Indicators (KPIs) play in overall performance. Fortunately, a recent Monet Software video outlines how call center management can track these important elements and ultimately contribute to the creation of a more successful call center.
Measuring the performance of the call center allows management to better align resources, processes and people to realize the organization’s business goals. It also allows for the transformation of the call center from a reactive to a proactive operation. As much as 70 percent of the call center budget is dedicated to staffing and even a slight improvement can have a significant impact on performance and cost management.
When implementing solutions from Monet Software, call center management can gain access to a unified view of their KPIs and allow for the quick adjustments necessary to produce better decisions, better utilization of available resources, improved cost management and optimal service levels. The graphical dashboard available in Monet’s solution allows managers to view metrics according to the group, team, agent, supervisor and more.
Call center management can also break down metrics according to time period and can review the status of any goal. The ratings for abandoned and answered calls are also available in dashboard view, allowing management to set specific thresholds for gauging overall performance. Data can be viewed in tables, broken down according to parameters or compared to these parameters.
Levels of service and schedule adherence are also important metrics with the Monet Software solution. Anything call center management reports on can be set as a target service level. These goals can be set for a specific time of day from a daily or yearly perspective. Measurements can be levied according to service elements measured against these targets and the system can be programmed to generate real-time alerts received via email when these goals have been met.
The updates in real-time are critical for call center management as the constant activity in this environment can make it easy to miss a key metric or forget to update data consistently. It ensures managers can make adjustments to activities on the fly to improve overall performance, and allows for easy changes to forecasts, scheduling and staffing when unexpected changes arise.
Edited by Amanda Ciccatelli