MEASURING CALL CENTRE PERFORMANCE Examining and Measuring the Effectiveness of your Call Centre
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MEASURING CALL CENTRE PERFORMANCE
Examining and Measuring the Effectiveness of your Call Centre
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WHAT IS CALL CENTRE EFFECTIVENESS?
Cost saving
Acquisition
Efficiency
Loyalty/Retention Reach
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WHAT IS EFFECTIVE?
• Deliver world class service!
• Provide a quality service!
World Class
Getting all the basics right, all the time!
Quality
Identifying and meeting the customer’s expectations,
using the minimum of resources required.
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• Actual to budget. • Capex & Opex as proportion of Actual. • Staff Cost as a proportion of Opex. • Telecoms cost as a proportion of Opex. • Telecoms cost per call in & out. • Mean Opex cost per agent. • Mean Opex cost per support staff. • Opex cost per call. • Opex cost per customer.
MEASURES - FINANCIAL
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• Tracking total customer base. • Tracking number of customer contacts. • ASA. • SL & proportion of time SL achieved. • % Abandoned calls & Av. time to
abandon. • % First call resolution. • Average call duration in&out. (Contact
Hrs) • Average resolution time (turnaround). • % Complaints and/or escalations.
MEASURES - SERVICE
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• Ratio calls to subscribers. • Ratio calls to agents. • Average number calls handled / agent. • Average number calls offered / agent. • Labour days paid. • % Absenteeism (leave, sick, other). • Ratio scheduled time to schedule
adherence. • % Shrinkage (Prop. shrinkage analysis).
MEASURES-PRODUCTIVITY
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• Shrinkage analysis. • Hrs coaching intervention. • Hrs training intervention. • Average salary cost per agent. • Number disciplinaries. • Number resignations - % churn. • Number new staff added. • Analysis ratios temp to perm. • Ratio labour hrs paid to worked to
available.
MEASURES - PEOPLE
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COMPARISONS?
• Own history - trend analysis. • Variations - Seasonal, Monthly,
Weekly, Product etc. • Other call centres/departments. • Benchmarking.
• Local & International. • Formal & Informal.
• Plans/projections/forecasts & targets.
• Service recovery initiatives.
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WHO REALLY DECIDES?
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CUSTOMER SATISFACTION MEASUREMENT
Will she buy again?
Will he recommend you?
Overall - is the customer satisfied?
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CUSTOMER VOLUNTARY PERFORMANCE
Rejection Zone
Acceptance Zone
1 2 4 5 3 0%
50%
100%
82%
Preference Zone!
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CUSTOMER SURVEY DESIGN
SITUATIONAL
SYSTEMIC
STRATEGIC
Moments of
Truth
Cross Segment Problems
Customer Value
Proposition(s)
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MAKING CUSTOMERS COLLEAGUES. • Identify customer expectations. • Identify moments of truth. • Identify top unfulfilled needs. • Identify retention needs. • Identify customer value proposition. • Align service delivery mechanisms
behind CVP. • Use continuous improvement model to
action failures.
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REMEMBER! • Bring the customer’s voice into the
business. • Let customer needs direct ops
initiatives. • Identify & measure every customer
touch-point. • Create cross-functional continuous
improvement teams. • Above all RESPOND!!!!!!
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