call center metrics
I would like to get an idea of useful indicators for call centre metrics and their
acceptable values. How to calculate them.
Some visibility indicators to post on a board in order to communicate to all
agents their global performance.
Other global indicators that coul be included in a SLA (service level
agreement).
Some individual indicators to manage agent performance.
I use department averages and then measure individual performance to the
average. The average of course, we work on as a group if performance is
substandard with a focus on individuals that might be causing the average to
be unacceptable.
The tools I use are ACD, Call Tracking Program and Customer Satisfaction
Survey statistics. All performance is posted on a weekly and monthly basis.
Our SLA is based on direct customer feedback, industry standards, and
indicators from the ACD such as average abandon time, etc..
Measurements for the group include all listed items below plus department
average answer time.
The tools we use are ACD and Remedy reports. We do not weigh too much on ACD
because if a caller has more than one question/problem...we log it
separately, so it would through the figures off. Basically, the closed no.
of calls gets posted from Remedy up on our board. We aim for 60% closed at
Tier 1, another 20% by Tier 2, and the last 20% to outside service providers.
It's nice to look up on the board at the Remedy report and see that you tied
for 2nd place for the most closed calls for the last 30 days out of 14 Tier 1
people. I also keep my own spreadsheet that calculates the percentages for
me on my daily calls and also updates for weekly averages and percentages.
The book we keep the ACD reports in are good but not quite as accurate. We
log calls that come in directly or people can just stop by my cube for
help...those get logged too which wouldn't show up on the ACD.