Call Center Management Feature Article
March 12, 2013
A Look Inside Monet Metrics
By Susan J. Campbell, TMCnet Contributing Editor
The intelligence needed in the call center is greater than the brainpower of its employees. Today’s call center must also have intelligent solutions to ensure efficient operation and the delivery on expected performance metrics. The same is true with call center scheduling technology as call center management has a lot to juggle to ensure optimal operation of the center as a whole.
A recent Monet Software video featured the company’s business intelligence module, Monet Metrics. By providing insight into call center metrics, analytics, dashboards, key performance indicators and alerts in real-time, Monet Metrics provides call center management with the information they need to dramatically improve performance.
As demonstrated in this video, Monet Metrics offers a graphical dashboard that not only displays key performance indicators (KPIs), but also provides for the interpretation of this information. Call center managers can easily configure alerts and receive information via e-mail if they’re busy handling the day-to-day operation of the center.
Did you know that as much as 70 percent of a call center budget is related to staffing? As a result, even slight movements up or down can impact overall performance and cost management. As a result, it’s critical to measure performance so that all resources, people and processes can be perfectly aligned to ensure the call center can reach its business goals.
In fact, Monet Metrics has been designed to help call center management transition from a reactive to a proactive approach, driving healthy improvements in the performance of the center and its staff. With key performance metrics in a unified view, call center leaders can make quick adjustments to the operations of the center to ensure better decision making, the more effective utilization of resources, improved cost management and better service levels.
On the first page of the Monet Metrics platform, users can view metrics by Group, Skill Team, Supervisor, Agent and more. Metrics can be broken down according to time period, whether the needed segment is daily or annually. Gauges are provided for calls answered and abandoned and thresholds can be set for these gauges. Data is presented in tables, broken down according to parameters set by the user.
Service Level information is provided on the next page. Anything the manager has to report on can be captured on this page, while also providing for targeted service levels. Target (News - Alert) goals can be set and performance can be measured against these goals. Whether or not the center is meeting these goals can be measured and sent via e-mail to the call center manager in the form of an alert. Staffing and adherence information is also available.
To simplify the process, the Real-Time Pulse (News - Alert) provides a single dashboard for the most important metrics. This ensures call center management has access to the necessary information they need to make decisions on the fly and respond to changes that can happen within this dynamic environment. With the right tools, such changes do not have to negatively affect performance.
Edited by Amanda Ciccatelli