The Net Promoter Score is a hugely popular tool for measuring performance. The number of promoters (scoring 9 or 10), passives (7 or 8) and detractors (0 to 6) has long been used to estimate customer loyalty, and satisfaction; but how effective is the measurement for improving performance in the call centre? Today, I’m looking [...]
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Your call centre’s reports should be a valuable tool for identifying problems (and opportunities), and ensuring action is taken on them. Perhaps even more importantly, they’re a crucial line of communication between your call centre, and its key stakeholders – the staff, managers and, in the case of outsourcers, clients. If you feel as though your reports aren’t worth the time they take to generate, it’s time to assess the types of report you’re generating. Today, we’re looking at 3 of the most important reports your planning team should be creating. […]
Call centre planners spend as much as 70% of their time analysing performance and communicating their findings to stakeholders. Activities like forecasting, scheduling and real-time management are a vital part of any planner’s job – but crucially, so is communication. Unfortunately, when it comes to reporting, your workforce management (WFM) system is letting you down. Despite your best efforts, you can’t generate the reports you need – and if you can’t communicate what’s going on, why, and what needs to be done about it, there’s a problem. So why isn’t your WFM software generating the right reports? […]
You’ve been monitoring performance, and you suspect your service level targets might not be optimal for your call centre. Whether your abandons are too high or too low, or you’re agents are answering calls too quickly or too slowly, the first step in choosing a new service level target is the same: calculating the cost. [...]
The 80/20 service level target is a staple of most modern call centres. In many cases, this service level target has gone unchanged for years. However, with your service level playing a crucial role in improving performance, it's more important than ever to choose relevant, effective targets. With that in mind, we're looking at two [...]
When a customer calls your contact centre, they have a handful of simple goals in mind: they want to reach an agent, and have their problem solved quickly and efficiently. If that isn’t possible, they want to feel confident that the agent will solve the problem after they’ve hung-up. Low customer satisfaction (CSAT) scores result [...]
Every performance decision you make needs to be assessed in terms of its impact on key stakeholders (the business, the customers, and the staff), and the values of your call centre. Your agent schedule is no exception, and in order to optimise your agent scheduling, it’s essential to consider which of these stakeholders your schedule [...]
There are a plethora of problems that cause call centre shrinkage, from unexplained absences to ad hoc supervisor meetings. Within individual call centres, the biggest causes of shrinkage will vary hugely, influenced by the company’s culture, processes and employees. Whilst it would be possible to come up with a laundry list of potential causes of [...]
WFM data analysis plays a huge part in driving change within your contact centre – assuming managers and executives trust your analysis. In order to help all members of the contact centre accept, buy-in and act upon your data analysis, you need to be able to present objective, actionable insights. To achieve that, you need [...]
Metrics and KPIs are an invaluable tool for analysing and improving call centre performance – but they aren’t without their flaws. In some call centres, metrics are calculated in the wrong way, and their performance insights are being buried by the use of simple averages. To avoid confusing, inaccurate measurements, it’s important to understand how average calculations affect our metrics – and the problems they can cause for managers looking to improve performance.
Spreadsheets are a staple tool of the modern workplace, used for all manner of analysis, forecasting and reporting tasks. Within call centres, they’re regularly used at all levels of the organisation, for all types of performance management. Whilst spreadsheets still play a vital role in the modern call centre, there are a few areas where they fall short, and have a detrimental effect on performance. To help you manage your call centre as effectively as possible, it’s essential to identify the areas where you require greater analytical capabilities and insight.
Simple performance metrics play a crucial role in understanding and analysing call centre performance. In most instances, it’s easy to calculate performance metrics over the course of a day’s operation. Unfortunately, within many call centres, problems can arise when these measurements are made over the course of several days.