The Importance of Metrics in Call Center Monitoring

Call center monitoring and management requires several tracking features to be effective. Workforce management systems have historically gone only as far as tracking schedule adherence, but there is still need for additional metrics to obtain the goals SMB’s and enterprise corporations strive for. Monet Software’s innovative WFM software allows managers to track multiple metrics and use them to further the goals of the organization. Establishing goals for a specific business and call center operations is the first step in determining which stats and metrics a company needs to follow. Implementing a solution to track these is the next step.

Performance metrics can be used to manage the call center, drive sales, improve efficiencies and increase overall customer satisfaction. In plain language improved call center performance metrics means improved state of business. A sampling of common measurements include: first call resolution (FCR); customer satisfaction (CSat); agent utilization rate (AUR) or Occupancy (OCC); cost per contact (CoC); average speed answer (ASA); and abandonment rate (ABN). As Monet software’s blog points out “Often, it is a combination of several goals, but it is important to rank those based on importance for your business.”

Monet’s software has the ability to capture all of these metrics and provide them in real time. This means managers can act quickly and effectively maximizing time, money and effort amongst their centers.  You can reduce shrinkage by tracking AUR, can make scheduling changes depending on an agent’s FCR and can tailor an IVR system that keeps customer informed by tracking ABN.

Without metrics there’s really no way for a company to follow up on these issues, you can’t fix the issues that you’re not tracking.

Chris DiMarco is a Web Editor for TMCnet. He holds a master's degree in journalism from Quinnipiac University. Prior to joining TMC (News - Alert) Chris worked with e-commerce provider Suresource as a contact center representative and development analyst. To read more of his articles, please visit his columnist page.

Edited by Chris DiMarco