Call Center Management Featured Article
The Differences in Call Center Metrics
Every organization must find a workforce management solutions that monitors operational data, displaces key performances indictors, and most importantly, the real-time status of key metrics for specific sites and skills. These call metrics are divided into two categories: qualitative and quantitative.
The Real-Time Pulse (News - Alert) solution from Monet Software, a provider of call center products, allows call centers to see all the metrics in one single dashboard that is constantly being updated. Metrics should be monitored in real-time either through a dashboard or an alert system.
According to Monet, the differences between qualitative and quantitative are:
Qualitative Metrics
Qualitative metrics are those that focus on how call center personnel interact with customers. These include the agent’s knowledge of the company and its products and services, their adherence to call scripts from greeting to closing, resolving issues with one call, and overall communication skills and courtesy. Lapses in any of these areas can result in frustrated customers and lost sales. See how a call recording system can help you with qualitative call analysis.
Quantitative Metrics
Quantitative metrics can be used to assess a call center agent’s skills through such performance indicators as average call handle time, schedule adherence, conversion rate, transfer rate and on-hold rate. See how a performance management solution can help you view and analyze quantitative data in real-time.
Through this system, call centers have the ability to set daily to yearly goals and a dashboard that is constantly being updated. With it, there is no reason why a call center should not be increasing its performance levels each day. All the tools for an organization to manage its productivity are available on the market.
However, it is up to the organization to utilize these features in conjunction with other workforce management solutions, like call recording and scheduling, in order to fully optimize its performance. For more information about Monet Metrics, check out the video here.
Edited by Alisen Downey