Free Contact Center Training Series | Contact Center Best Practices | MetricNet Certified
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Free Contact Center Training Series | Contact Center Best Practices | MetricNet Certified

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MetricNet provides Benchmarks & Key Performance Indicators for Service Desks, Call Centers, & Desktop Support. Download our Whitepapers and Case Studies today. http://goo.gl/chk0K

MetricNet provides Benchmarks & Key Performance Indicators for Service Desks, Call Centers, & Desktop Support. Download our Whitepapers and Case Studies today. http://goo.gl/chk0K

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Free Contact Center Training Series | Contact Center Best Practices | MetricNet Certified Free Contact Center Training Series | Contact Center Best Practices | MetricNet Certified Presentation Transcript

  • Call Center Best Practices The Road to World Class Performance! MetricNet Best Practices Series
  • Visit Our New Website at www.metricnet.com © MetricNet, LLC, www.metricnet.com 1 1
  • Become a Member: It’s Free! © MetricNet, LLC, www.metricnet.com 2
  • MetricNet Benchmarks MetricNet Benchmarks Peer Group Benchmarks  Custom Benchmark  Unique Peer Group Industry Benchmarks  Industry Benchmarking Reports by geography © MetricNet, LLC, www.metricnet.com Benchmarking Data Files  Custom Benchmarking Data in Excel format 3
  • MetricNet Peer Group Benchmarking © MetricNet, LLC, www.metricnet.com 4
  • MetricNet Industry Benchmarks © MetricNet, LLC, www.metricnet.com 5
  • Benchmarking Data Files Call Center Cost Benchmark: Sample Data Benchmark: Geography: Process: Sector: Cost United States Customer Service All SAMPLE DATA ONLY. DATA IS NOT ACCURATE! SAMPLE DATA ONLY. DATA IS NOT ACCURATE! Sample Data Values Record Number 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 Average Max Min Median Record Number Cost per Minute of Inbound Customer Handle Time Satisfaction $1.36 53.7% $3.28 52.5% $3.21 41.9% $0.99 48.5% $1.51 58.2% $0.50 54.8% $4.30 53.0% $4.13 41.8% $4.97 44.6% $1.87 43.0% $1.88 43.6% $0.81 46.1% $2.03 47.4% $1.35 51.4% $2.72 51.3% $3.50 42.8% $1.17 50.3% $0.82 56.6% $2.74 45.4% $3.62 50.3% $3.27 40.8% $4.29 56.5% $3.65 48.4% $3.01 53.1% $3.43 51.1% $1.94 54.5% $4.34 56.2% $3.05 58.1% $3.58 49.3% $1.57 49.2% $3.70 43.3% $3.68 56.8% $4.23 47.8% $3.76 60.1% $4.80 50.0% $2.11 50.1% $1.61 45.6% $5.48 40.6% $5.00 47.4% $1.01 55.4% $1.20 39.0% $1.73 38.6% $4.53 51.4% $4.53 42.5% $3.35 39.9% $4.19 58.0% $1.18 59.7% $5.45 60.4% $2.72 42.0% $2.92 49.4% $5.48 60.4% $0.50 38.6% $3.21 50.0% Customer Cost per Satisfaction Minute of Inbound Handle Time Agent Utilization 64.2% 34.8% 32.6% 53.8% 26.3% 38.7% 55.2% 64.6% 66.0% 44.1% 56.8% 34.8% 35.2% 50.3% 38.2% 48.7% 67.7% 27.6% 55.6% 62.3% 55.2% 63.4% 65.9% 71.9% 37.2% 32.9% 55.9% 38.6% 31.2% 55.2% 39.3% 34.1% 69.2% 63.6% 42.7% 35.4% 34.7% 61.7% 58.9% 51.5% 60.7% 44.1% 25.5% 67.7% 37.1% 41.5% 31.3% 62.0% 39.4% 48.3% 71.9% 25.5% 48.7% Agent Utilization Net First Contact Resolution Agent Job Rate Satisfaction 51.1% 43.7% 51.0% 39.8% 50.0% 58.6% 44.5% 40.4% 46.4% 49.6% 54.5% 45.1% 44.9% 57.4% 59.2% 50.8% 57.3% 49.1% 47.4% 58.3% 49.1% 41.8% 48.1% 57.5% 54.1% 57.7% 41.6% 60.1% 49.2% 49.5% 51.2% 50.6% 46.3% 52.5% 48.3% 50.6% 56.5% 56.0% 50.8% 48.6% 60.1% 52.4% 50.8% 45.4% 45.2% 52.5% 60.5% 56.8% 57.8% 47.3% 49.9% 43.0% 50.2% 52.3% 48.4% 64.7% 46.7% 41.8% 50.0% 65.8% 46.6% 37.8% 48.4% 39.3% 56.4% 50.8% 40.9% 61.0% 45.3% 53.4% 48.9% 54.1% 40.0% 43.6% 61.6% 48.7% 42.9% 41.3% 52.2% 59.8% 51.0% 56.2% 57.7% 64.6% 34.3% 30.3% 58.2% 61.4% 55.0% 44.9% 44.4% 46.2% 33.8% 43.0% 42.6% 41.5% 47.8% 48.6% 49.6% 50.3% 61.6% 65.8% 33.8% 30.3% 49.2% 50.6% Agent Job Net First Satisfaction Contact Resolution Rate Average Speed of Answer (seconds) 83 42 23 61 14 30 30 17 15 36 17 20 8 21 74 93 25 1 19 29 105 85 7 10 22 126 62 56 21 11 52 88 22 127 19 10 33 33 3 25 25 24 15 34 25 56 15 14 27 37 127 1 25 Average Speed of Answer (seconds) Inbound Contacts per Agents as a Cost per Agent per % of Total Inbound Month Headcount Contact $5.38 80 52.3% $3.31 203 58.8% $12.97 738 49.6% $7.48 168 49.9% $3.64 249 49.4% $6.66 216 45.0% $3.84 588 51.4% $2.34 194 58.4% $23.96 77 47.7% $14.79 170 47.2% $5.49 487 59.2% $3.59 667 47.0% $12.91 318 53.1% $5.39 681 49.9% $1.02 1240 44.9% $5.24 261 49.5% $10.96 54 54.2% $4.02 560 47.4% $20.06 271 43.8% $4.34 468 45.8% $4.53 208 41.0% $12.61 305 45.2% $3.98 363 56.0% $10.93 223 55.3% $6.78 181 50.9% $3.60 464 50.9% $4.96 428 53.2% $8.44 313 45.7% $4.02 825 45.7% $0.75 521 47.4% $8.41 349 47.8% $5.08 314 51.0% $2.10 963 49.7% $1.25 844 53.2% $2.14 290 47.5% $15.49 288 52.2% $5.27 1003 50.3% $3.84 361 54.8% $8.04 141 55.9% $2.01 291 49.6% $8.16 347 55.6% $2.76 1403 51.3% $6.42 293 57.7% $9.81 700 54.3% $11.36 445 45.6% $5.25 591 55.0% $7.35 112 39.9% $2.46 321 47.3% $2.18 687 47.2% $6.68 434.0 50.2% $23.96 1,403.0 59.2% $0.75 54.0 39.9% $5.25 321.0 49.9% Agents as a Inbound Cost per Contacts per % of Total Inbound Headcount Agent per Contact Month % of Calls Call Answered in Abandonment Annual Agent Daily Agent Agent 30 Seconds Rate Call Quality Turnover Absenteeism Occupancy 19.1% 11.1% 47.7% 22.8% 7.4% 52.0% 42.7% 2.0% 48.9% 17.0% 8.4% 56.8% 38.0% 1.5% 48.3% 49.4% 5.5% 55.5% 64.2% 4.6% 61.0% 66.7% 8.0% 51.1% 61.1% 1.8% 45.8% 29.9% 4.8% 48.3% 47.5% 1.8% 48.3% 42.2% 9.2% 60.6% 50.7% 2.4% 48.6% 37.0% 5.5% 46.1% 45.6% 2.1% 49.5% 29.8% 8.3% 55.3% 51.4% 2.5% 48.5% 64.7% 6.1% 36.5% 48.1% 3.9% 52.8% 58.7% 7.4% 38.9% 54.2% 1.6% 50.5% 30.7% 11.9% 57.3% 55.2% 1.1% 48.0% 38.4% 16.8% 49.9% 52.8% 2.7% 50.1% 68.3% 7.7% 64.4% 53.8% 2.1% 53.6% 40.7% 10.0% 45.6% 39.6% 3.0% 52.1% 35.1% 5.3% 36.5% 42.4% 3.2% 44.7% 29.3% 5.7% 43.6% 53.6% 2.5% 52.2% 19.6% 7.7% 49.3% 49.9% 2.4% 52.2% 42.8% 1.5% 42.2% 43.8% 2.3% 49.9% 91.8% 18.3% 67.0% 51.3% 4.9% 47.2% 23.8% 6.8% 49.6% 50.1% 9.1% 43.3% 66.5% 12.9% 58.7% 40.6% 7.6% 52.9% 39.0% 12.6% 52.4% 47.9% 2.1% 47.6% 32.0% 2.5% 66.0% 40.3% 2.1% 52.4% 27.9% 4.6% 48.7% 43.1% 3.0% 46.8% 25.0% 6.2% 45.9% 47.8% 5.9% 47.9% 77.8% 18.6% 48.1% 28.0% 9.1% 48.7% 8.9% 9.1% 50.5% 44.9% 9.2% 39.8% 47.2% 6.5% 45.4% 42.5% 1.3% 48.8% 41.0% 1.7% 44.8% 47.9% 1.4% 51.6% 56.1% 13.8% 52.4% 35.9% 4.9% 46.2% 31.8% 8.6% 51.1% 41.5% 4.6% 54.2% 21.5% 5.6% 52.6% 30.2% 4.2% 56.4% 26.8% 3.5% 43.7% 61.7% 20.0% 57.0% 30.3% 16.4% 59.5% 54.2% 1.2% 47.9% 26.5% 10.0% 48.3% 59.4% 2.7% 39.5% 58.7% 5.0% 40.9% 47.9% 2.3% 50.8% 51.9% 7.6% 43.9% 50.0% 1.6% 51.4% 44.9% 7.3% 38.4% 46.0% 1.9% 52.4% 50.4% 7.6% 51.3% 42.6% 1.6% 53.7% 61.5% 14.5% 52.4% 43.5% 1.1% 54.6% 49.4% 7.0% 56.3% 29.8% 5.8% 56.8% 66.8% 5.6% 31.5% 42.6% 3.1% 47.6% 87.9% 13.0% 43.8% 35.2% 2.0% 53.5% 21.7% 10.6% 52.0% 61.8% 3.2% 50.5% 81.6% 12.1% 45.2% 61.6% 7.8% 59.3% 31.9% 8.3% 39.6% 63.3% 2.6% 48.0% 52.0% 4.6% 45.8% 54.7% 2.1% 46.7% 38.0% 7.9% 44.6% 60.0% 9.6% 54.3% 33.4% 4.9% 48.2% 47.3% 3.9% 50.2% 43.4% 8.4% 49.2% 64.2% 20.0% 61.0% 91.8% 18.6% 67.0% 19.1% 1.1% 39.5% 8.9% 1.5% 31.5% 47.9% 2.5% 49.9% 39.0% 7.6% 48.7% Call Quality Annual Agent Daily Agent Agent Call % of Calls Turnover Absenteeism Occupancy Answered in Abandonment Rate 30 Seconds © MetricNet, LLC, www.metricnet.com Agent Schedule Adherence 52.4% 48.0% 55.2% 48.1% 52.6% 48.5% 50.7% 52.9% 51.7% 45.3% 55.6% 54.7% 52.8% 55.0% 48.0% 51.0% 46.0% 42.0% 55.1% 48.0% 47.6% 53.6% 48.5% 50.4% 52.9% 44.3% 47.4% 47.9% 46.2% 56.6% 48.6% 47.2% 49.2% 52.9% 49.7% 49.2% 47.7% 55.6% 52.9% 50.1% 48.6% 59.6% 42.3% 53.0% 46.5% 53.2% 53.4% 52.4% 50.7% 50.4% 59.6% 42.0% 50.4% Agent Schedule Adherence Inbound Contact Handle Time IVR New Agent Annual Agent Training Agent Tenure (all contacts) Completion Training Hours Rate Hours (months) (minutes) 45 3 34.2 4.62 41.2% 76 25 31.7 4.27 21.4% 83 0 16.2 8.05 0.0% 125 16 20.1 10.06 12.3% 116 29 35.0 6.81 7.4% 42 4 40.5 3.95 28.9% 130 50 15.3 1.93 0.0% 70 2 42.3 6.54 14.7% 175 12 14.9 17.88 0.0% 52 29 26.5 8.27 63.3% 125 54 31.5 5.76 0.2% 68 4 41.4 4.41 52.9% 81 10 16.9 9.57 32.8% 61 29 20.2 1.17 17.9% 106 122 51.5 2.84 0.0% 181 5 26.9 6.01 0.0% 375 17 77.5 10.94 30.1% 207 10 31.5 7.19 52.9% 2 17 28.6 10.74 0.0% 132 41 28.5 6.34 22.4% 86 69 30.8 1.92 41.1% 178 3 28.6 19.63 76.1% 98 0 18.1 6.62 24.1% 96 31 44.2 3.52 5.5% 96 19 73.7 7.91 3.9% 75 0 10.3 4.93 8.1% 75 0 64.2 7.98 0.0% 46 15 34.2 9.10 4.6% 168 46 39.5 1.32 83.0% 118 3 17.9 2.30 2.7% 37 3 54.4 16.18 31.4% 46 26 78.6 8.40 62.1% 112 16 21.5 3.00 27.1% 53 16 30.2 3.40 58.6% 137 11 28.3 2.87 40.4% 145 3 11.5 10.01 15.0% 182 2 27.6 3.65 74.0% 33 19 36.8 2.41 0.0% 19 0 23.3 2.21 0.5% 91 0 4.0 3.16 0.0% 231 0 17.8 5.59 0.0% 120 7 11.0 2.33 15.9% 109 5 9.1 7.23 0.0% 121 7 34.3 10.61 8.1% 166 0 29.8 11.88 0.0% 132 30 27.5 6.66 0.0% 159 8 33.1 1.77 0.0% 81 0 28.3 9.04 0.0% 78 2 41.3 1.08 20.0% 109 17 31.5 6.41 20.4% 375 122 78.6 19.63 83.0% 2 0 4.0 1.08 0.0% 98 10 28.6 6.01 12.3% New Agent Annual Agent Agent Tenure Inbound IVR Training Training (months) Contact Completion Hours Hours Handle Time Rate (all contacts) (minutes) 6
  • Connect With MetricNet on Social Media Use #MetricNetLive on Twitter to participate. Share thoughts, key points, questions or just follow along! © MetricNet, LLC, www.metricnet.com 7
  • Today’s Agenda Customer Contact Imperative: The Path to World-Class Performance! Research Methodology: Origins of the Best Practices Model A Model for Best Practices: Measure, Diagnose, Prescribe, Implement A Call To Action: Your Opportunity to Excel! © MetricNet, LLC, www.metricnet.com 8
  • Customer Contact Imperative: The Path to World-Class Performance! 9
  • An Industry in Transition Industry Consolidation Every • Increased Regulatory Scrutiny (e.g. SOX) Company • Faces The emergence of virtual business Increasing Growing importance of customer contact! Pressure One-Stop Shopping • • Shareholder pressure from Budgetary constraints • Numerous Increasingly demanding customers • Sources Greater customer choice and leverage © MetricNet, LLC, www.metricnet.com 10
  • Customer Contact: A Critical Interface! JAN FEB MAR APR MAY JUN JUL AUG SEP OCT NOV DEC 8760 Hours   Customer Contact Customer expectation is that you are available 24 X 7, and provide flawless service, on demand! Yet most companies have minimal direct contact with their customers 7 - 22 minutes/yr. Moment of Truth Opportunity! © MetricNet, LLC, www.metricnet.com 11
  • Building a Service-Based Competitive Advantage! A Fundamental Shift OLD PARADIGM NEW PARADIGM  Call center is a support function   Customer contact is a necessary evil   Supplement to traditional bricks & mortar facilities  Play catch up with customer needs and expectations – reactive!  Goal is customer satisfaction    © MetricNet, LLC, www.metricnet.com Call center is a source of value creation Customer contact is a company and product differentiator Replacement for traditional brick & mortar facilities Stay ahead of customer needs and expectations – proactive! Goal is customer enthusiasm, and product differentiation 12
  • © MetricNet, LLC, www.metricnet.com 13
  • Call Centers Must Evolve to Survive Support Stage     Transitional Stage Strategic Stage Progression along this dimension is critical to success Call centers that stay in one place too long risk obsolescence The most effective call centers continually strive to add more value by moving to the right along this axis World-class call centers also have specific plans for how they will continuously improve the quality of contact with their customers Customer needs and requirements are evolving too quickly Competitors can exploit any complacency marked by a call center’s failure to evolve Staying ahead of customer needs and expectations © MetricNet, LLC, www.metricnet.com Continuously differentiate the underlying products supported 14
  • How Far Has Your Call Center Evolved? 65% 30% 5% Support Stage Traditional customer contact paradigm Transitional Stage The call center makes a shift from following the customer to leading the customer © MetricNet, LLC, www.metricnet.com Strategic Stage The call center operates in a non-traditional customer contact paradigm – every transaction adds value! 15
  • Research Methodology: Origins of the Best Practices Model 16
  • 25 Years of Call Center Benchmarking Data Global Database More than 2,700 Call Center Benchmarks 30 Key Performance Indicators Nearly 80 Industry Best Practices © MetricNet, LLC, www.metricnet.com 17
  • Data Comes from a Variety of Call Centers  More than 2,700 call centers worldwide   From MetricNet’s Call Center Benchmarks Industries include   Telecommunications  Health Care  Hospitality  Insurance  Manufacturing  Retail  Transportation   Banks and financial services Utilities Best practices are relatively independent of industry  At least 80% commonality from industry to industry © MetricNet, LLC, www.metricnet.com 18
  • Characteristics of a World-Class Call Center  Call center consistently exceeds customer expectations – regardless of the transaction type  Result is high levels of customer satisfaction  Call quality is consistently high  Business value is managed at or above industry average levels  Cost per contact is below industry average levels  Revenue generated is above industry average levels    Telemarketing and Telesales Debt collections Call Center follows industry best practices  Industry best practices are defined and documented  Call Center follows industry best practices  Every transaction adds value  A positive customer experience  Improves customer loyalty  Creates positive brand awareness and switching costs © MetricNet, LLC, www.metricnet.com 19
  • The World-Class Call Center Defined Higher BEST-IN-CLASS PERFORMANCE CURVE A World-Class Call Center Quality AVERAGE PERFORMANCE CURVE An “Average” Call Center Lower Cost per Contact © MetricNet, LLC, www.metricnet.com Higher 20
  • POLLING QUESTION © MetricNet, LLC, www.metricnet.com 21
  • A Model for Best Practices: Measure, Diagnose, Prescribe, Implement! 22
  • A Simple Model for Call Center Excellence 1 Measure Model Component Description 1. Measure 2. Diagnose 2 Benchmark performance and conduct gap analysis 3. Prescribe 4 Measure performance on an ongoing basis Define actions to close the gap Diagnose Customer Enthusiasm Implement 3 Prescribe Implement your action plan and 4. Implement improve performance © MetricNet, LLC, www.metricnet.com 23
  • Measure Your Performance! 1 Measure Model Component Description 1. Measure 2 Customer Enthusiasm 2. Diagnose Benchmark performance and conduct gap analysis 3. Prescribe 4 Measure performance on an ongoing basis Define actions to close the gap Diagnose Implement 3 Prescribe Implement your action plan and 4. Implement improve performance © MetricNet, LLC, www.metricnet.com 24
  • Measure Two Types of Call Center Metrics Operational Metrics  Measures operational efficiency and effectiveness of the call center  Metrics include:    Cost per contact  Customer satisfaction  Speed of answer  Agent utilization  etc. Measures the call center’s effectiveness in supporting the company’s business mission  Internally focused  Business Effectiveness  Typically P&L or revenue related Externally focused Metrics include:  Sales $ per call center FTE  Collections $ per call center FTE  Call Center operating expense as a % of Call Center revenue generated © MetricNet, LLC, www.metricnet.com 25
  • Measure Some Common Operational Metrics Cost   Cost per Contact Cost per Minute of Handle Time Quality   Customer Satisfaction Call Quality Productivity    Agent         Agent Occupancy Agent Turnover Daily Absenteeism New Agent Training Hours Annual Training Hours Schedule Adherence Agent Tenure Agent Job Satisfaction Service Level    Average Speed of Answer (ASA) Call Abandonment Rate % Answered in 30 Seconds Agent Utilization Contacts per Agent per Month Agents as a % of Total Headcount Call Handling     Call Handle Time First Contact Resolution Rate IVR completion rate User Self-Help Percentage And there are hundreds more!! © MetricNet, LLC, www.metricnet.com 26
  • Measure Two Paradigms for Call Center KPI’s The Historical Approach The Holistic Approach Action (45%) Prescription (7.5%) Prescription (30%) Analysis (15%) Measurement (75%) Increasing Value! Action (2.5%) © MetricNet, LLC, www.metricnet.com Analysis (20%) Measurement (5%) 27
  • Measure Operational Metrics: Which Ones Really Matter? Cost  Cost per Contact Quality  Customer Satisfaction Productivity  Agent Utilization Call Handling  First Contact Resolution Rate Agent  Agent Job Satisfaction  Cost vs. Quality Balanced Scorecard Aggregate  Read MetricNet’s whitepaper on Call Center Performance Metrics. Go to www.metricnet.com to get your copy! © MetricNet, LLC, www.metricnet.com 28
  • Measure Foundation Metrics: Cost vs. Quality Middle Quartiles Effective but not Efficient Top Quartile Efficient and Effective Quality (Effectiveness) Higher Quality Lower Quality Your Call Center Peer Group Middle Quartiles Efficient but not Effective Lower Quartile Higher Cost Cost (Efficiency) © MetricNet, LLC, www.metricnet.com Lower Cost 29
  • Measure The Balanced Scorecard Performance Range Metric Your Actual Weighting Worst Case Best Case Performance 25.0% $7.55 $3.33 $3.67 Performance Metric Cost per Inbound Contact Metric Balanced Score Score 91.8% 23.0% Customer Satisfaction 30.0% 75.7% 91.2% 89.0% 85.8% 25.7% Agent Utilization 20.0% 47.5% 70.9% 66.1% 79.3% 15.9% Agent Job Satisfaction 15.0% 53.0% 93.3% 76.8% 59.1% 8.9% % of Calls Answered in 20 Seconds 10.0% 23.7% 75.3% 44.1% 39.5% 3.9% 100.0% N/A N/A N/A N/A 77.4% Total Step 1 Step 3 Five critical performance metrics have been selected for the scorecard For each performance metric, the highest and lowest performance levels in the benchmark are recorded Step 2 Each metric has been weighted according to its relative importance Step 4 Your actual performance for each metric is recorded in this column Step 5 Your score for each metric is then calculated: (worst case – actual performance) / (worst case – best case) X 100 30 Step 6 Your balanced score for each metric is calculated: metric score X weighting
  • Measure Balanced Scorecard Summary* 80.0% Key Statistics Call Center Scores High 78.2% Average ----49.3% Median 48.1% Low 30.8% XYZ 77.4% 70.0% Call Center Balanced Scores 60.0% 50.0% 40.0% 30.0% 20.0% 10.0% 0.0% 9 XYZ 17 6 10 5 16 20 4 2 13 1 11 8 7 19 14 12 18 21 15 Call Center *The scores shown in the chart are based upon the performance metrics, weightings, and data ranges shown on the previous page. © MetricNet, LLC, www.metricnet.com 31 3
  • Measure Track and Trend Performance Using the Scorecard 85% Call Center Balanced Score 80% 75% 70% 65% 60% 55% 50% 45% 40% Jan Feb Mar Apr May Jun 12 Month Average Jul Aug Sep Monthly Score © MetricNet, LLC, www.metricnet.com Oct Nov * Dec Sample Only 32
  • Measure Business Effectiveness Metrics  Business effectiveness metrics are highly dependent upon the services you are offering   Generally related to product sales, customer retention, and revenue production and/or recovery   No “standard” set of measures Lots of room for creativity Business effectiveness often trumps operational effectiveness    Reflects a focus on revenue growth and recovery Allows some “sloppiness” on the operational side if the call center “Crossover Metrics”  Cover both operational and business effectiveness  Operating cost as a % of revenue generated is common © MetricNet, LLC, www.metricnet.com 33
  • Measure Some Common Business Effectiveness Metrics Credit Card Collections Cable Television Lending         Telecom Services  Retirement Products    Cross-sell/upsell conversion rate (%) Number of Payment plans established Average Balance Saved (ABS) Promises kept (%) Number of Appointments scheduled Product count for new accounts Number of loans originated Average loan size and duration Percent of billing inquiries resolved Customer cross-sell/upsell percentage Rollover IRA conversion rate (%) Number of Variable annuity accounts opened © MetricNet, LLC, www.metricnet.com 34
  • Question & Answer © MetricNet, LLC, www.metricnet.com 35
  • Benchmark Your Performance! 1 Measure Model Component Description 1. Measure 2 2. Diagnose Benchmark performance and conduct gap analysis 3. Prescribe 4 Measure performance on an ongoing basis Define actions to close the gap Diagnose Customer Enthusiasm Implement 3 Prescribe Implement your action plan and 4. Implement improve performance © MetricNet, LLC, www.metricnet.com 36
  • Diagnose The Benchmarking Methodology Your Call Center Performance COMPARE Performance of Benchmarking Peer Group Determine How Best in Class Achieve Superiority Adopt Selected Practices of Best in Class The ultimate objective of benchmarking Build a Sustainable Competitive Advantage Read MetricNet’s whitepaper on Call Center Benchmarking. Go to www.metricnet.com to receive your copy! © MetricNet, LLC, www.metricnet.com 37
  • Diagnose The Goal of Benchmarking Higher BEST-IN-CLASS PERFORMANCE CURVE AFTER BENCHMARKING Quality AVERAGE PERFORMANCE CURVE STARTING POINT: BEFORE BENCHMARKING Lower Cost per Contact © MetricNet, LLC, www.metricnet.com Higher 38
  • POLLING QUESTION © MetricNet, LLC, www.metricnet.com 39
  • POLLING QUESTION © MetricNet, LLC, www.metricnet.com 40
  • Diagnose Benchmarking Performance Summary Sample Data Only! Not Intended for Benchmarking Purposes! Metric Type Key Performance Indicator (KPI) Cost/Contact First Level Resolution Rate Contacts/Agent-Month Productivity Agent Utilization Average Speed of Answer (ASA) in seconds Service Level Percent Answered in 30 Seconds or Less Call Abandonment Rate Call Quality Quality Customer Satisfaction Annual Agent Turnover Daily Absenteeism New Agent Training Hours Agent Ongoing Agent Annual Training Hours Agent Satisfaction (% satisfied or very satisfied) Agents as a Percent of Total FTE's Contact Handle Time (min:sec) Call Handling First Contct Resolution Rate IVR Completion Rate Cost Your Score Average $28.17 59.0% 429 46.7% 18 86.6% 2.9% 68.4% 63.0% 29.5% 19.2% 36 12 71.0% 77.9% 12:41 51.3% 6.7% $22.96 81.0% 504 53.1% 45 72.1% 8.1% 79.9% 79.0% 31.7% 13.2% 79 34 75.4% 70.5% 11:18 71.2% 22.0% Peer Group Min Median $6.59 59.0% 373 25.9% 12 36.5% 1.4% 43.8% 41.9% 1.7% 0.1% 20 0 33.8% 57.1% 2:47 45.4% 0.0% $22.56 83.0% 487 53.9% 34 71.3% 7.6% 75.8% 75.5% 26.4% 13.0% 69 20 70.1% 69.3% 9:34 67.8% 18.9% Max $38.44 88.0% 699 71.1% 187 100.0% 25.2% 94.5% 96.6% 94.0% 29.8% 241 130 94.5% 88.4% 19:55 94.1% 44.8% Read MetricNet’s whitepaper on Benchmarking Peer Group Selection. Go to www.metricnet.com to get your copy! © MetricNet, LLC, www.metricnet.com 41
  • Diagnose The Foundation Metrics: Cost and Quality Cost/Contact (Efficiency) Customer Satisfaction (Effectiveness) © MetricNet, LLC, www.metricnet.com 42
  • Diagnose Agent Utilization and First Contact Resolution Rate Cost/Contact Customer Satisfaction Agent Utilization First Contact Resolution © MetricNet, LLC, www.metricnet.com 43
  • Diagnose Agent Utilization Drives Cost per Contact $45 Cost per Contact $40 $35 $30 $25 $20 $15 $10 $5 $0 20% 30% 40% 50% 60% 70% 80% Agent Utilization © MetricNet, LLC, www.metricnet.com 44
  • Diagnose Agent Utilization Defined ((Average number of inbound calls handled by an agent in a month) X (Average inbound handle time in minutes) + Agent Utilization    (Average number of outbound calls handled by an agent in a month) X (Average outbound handle time in minutes)) = (Average number of days worked in a month) X (Number of work hours in a day) X (60 minutes/hr) Agent Utilization is a measure of actual time worked by agents in a month, divided by total time at work during the month It takes into account both inbound and outbound contacts handled by the agents But it does not make adjustments for sick days, holidays, training time, project time, or idle time © MetricNet, LLC, www.metricnet.com 45
  • Diagnose Example: Call Center Agent Utilization  Inbound Contacts per Agent per Month = 375  Outbound Contacts per Agent per Month = 225  Average Inbound Contact Handle Time = 10 minutes  Average Outbound Contact Handle Time = 5 minutes ((Average number of inbound Contacts handled by an Agent in a month) X (Average inbound handle time in minutes) + Agent Utilization Agent Utilization (Average number of outbound Contacts handled by an Agent in a month) X (Average outbound handle time in minutes)) = (Average number of days worked in a month) X (Number of work hours in a day) X (60 minutes/hr) ((375 Inbound Contacts per Month) X (10 minutes) + (225 Outbound Contacts per Month) X (5 minutes) = (21.5 working days per month) X (7.5 work hours per day) X (60 minutes/hr) © MetricNet, LLC, www.metricnet.com = 50.4% Agent Utilization 46
  • Diagnose First Contact Resolution Drives Customer Satisfaction Customer Satisfaction 100% 80% 60% 40% 20% 20% 40% 60% 80% 100% First Contact Resolution © MetricNet, LLC, www.metricnet.com 47
  • Diagnose Service Levels: ASA and Abandonment Rate Cost/Contact Customer Satisfaction Agent Utilization First Contact Resolution Scheduling Efficiency Service Levels: ASA and AR © MetricNet, LLC, www.metricnet.com 48
  • Diagnose ASA Drives Cost per Contact $40.00 Cost per Contact $35.00 $30.00 $25.00 $20.00 $15.00 $10.00 $5.00 $0.00 0 50 100 150 200 250 Average Speed of Answer (sec) © MetricNet, LLC, www.metricnet.com 49
  • Diagnose Call Abandonment Rate Also Drives Cost per Contact $45.00 Cost per Contact $40.00 $35.00 $30.00 $25.00 $20.00 $15.00 $10.00 $5.00 $0.00 0.0% 5.0% 10.0% 15.0% 20.0% 25.0% 30.0% Call Abandonment Rate © MetricNet, LLC, www.metricnet.com 50
  • Diagnose ASA vs. Customer Satisfaction Customer Satisfaction 100.0% 80.0% 60.0% 40.0% 20.0% 0.0% 0 5% 10% 15% 20% ASA as a % of Total Handle Time © MetricNet, LLC, www.metricnet.com 51
  • Diagnose Call Abandonment Rate vs. Customer Sat Customer Satisfaction 100.0% 80.0% 60.0% 40.0% 20.0% 0.0% 0.0% 5.0% 10.0% 15.0% 20.0% 25.0% Call Abandonment Rate © MetricNet, LLC, www.metricnet.com 52
  • Diagnose Training Hours Impact First Contact Resolution Rate Cost/Contact Customer Satisfaction Agent Utilization First Contact Resolution Scheduling Efficiency Service Levels: ASA and AR © MetricNet, LLC, www.metricnet.com Training Hours 53
  • Diagnose New Agent Training Hours vs. First Contact Resolution First Contact Resolution Rate 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% 0 50 100 150 200 250 300 350 New Agent Training Hours © MetricNet, LLC, www.metricnet.com 54
  • Diagnose Annual Agent Training vs. First Contact Resolution First Contact Resolution Rate 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% 0 20 40 60 80 100 120 140 Annual Agent Training Hours © MetricNet, LLC, www.metricnet.com 55
  • Diagnose Agent Satisfaction Cost/Contact Customer Satisfaction Agent Utilization Scheduling Efficiency Service Levels: ASA and AR First Contact Resolution Absenteeism/ Turnover Agent Satisfaction © MetricNet, LLC, www.metricnet.com 56
  • Diagnose Agent Satisfaction Impacts Customer Satisfaction 100% Customer Satisfaction 90% 80% 70% 60% 50% 40% 30% 20% 50% 55% 60% 65% 70% 75% 80% 85% 90% 95% 100% Agent Satisfaction © MetricNet, LLC, www.metricnet.com 57
  • Diagnose Agent Satisfaction Drives Agent Turnover 90% 80% Annual Turnover 70% 60% 50% 40% 30% 20% 10% 0% 50% 55% 60% 65% 70% 75% 80% 85% 90% 95% 100% Agent Satisfaction © MetricNet, LLC, www.metricnet.com 58
  • POLLING QUESTION © MetricNet, LLC, www.metricnet.com 59
  • Diagnose Cause and Effect of Primary KPI’s Cost/Contact Customer Satisfaction Agent Utilization Scheduling Efficiency Service Levels: ASA and AR First Contact Resolution Absenteeism/ Turnover Agent Satisfaction Training Hours © MetricNet, LLC, www.metricnet.com 60
  • Diagnose Training Hours Drive Agent Satisfaction 100% Agent Satisfaction 90% 80% 70% 60% 50% 40% 0 20 40 60 80 100 120 140 Annual Agent Training Hours © MetricNet, LLC, www.metricnet.com 61
  • Diagnose A Summary of the Major KPI Correlations Cost/Contact Customer Satisfaction Agent Utilization Scheduling Efficiency Service Levels: ASA and AR First Contact Resolution Agents/ Total FTE’s Absenteeism/ Turnover First Level Resolution Handle Time Call Quality Agent Satisfaction Coaching Career Path © MetricNet, LLC, www.metricnet.com Training Hours 62
  • Diagnose Benchmarking Performance Summary Sample Data Only! Not Intended for Benchmarking Purposes! Metric Type Key Performance Indicator (KPI) Cost/Contact First Level Resolution Rate Contacts/Agent-Month Productivity Agent Utilization Average Speed of Answer (ASA) in seconds Service Level Percent Answered in 30 Seconds or Less Call Abandonment Rate Call Quality Quality Customer Satisfaction Annual Agent Turnover Daily Absenteeism New Agent Training Hours Agent Ongoing Agent Annual Training Hours Agent Satisfaction (% satisfied or very satisfied) Agents as a Percent of Total FTE's Contact Handle Time (min:sec) Call Handling First Contct Resolution Rate IVR Completion Rate Cost Your Score Average $28.17 59.0% 429 46.7% 18 86.6% 2.9% 68.4% 63.0% 29.5% 19.2% 36 12 71.0% 77.9% 12:41 51.3% 6.7% $22.96 81.0% 504 53.1% 45 72.1% 8.1% 79.9% 79.0% 31.7% 13.2% 79 34 75.4% 70.5% 11:18 71.2% 22.0% Peer Group Min Median $6.59 59.0% 373 25.9% 12 36.5% 1.4% 43.8% 41.9% 1.7% 0.1% 20 0 33.8% 57.1% 2:47 45.4% 0.0% $22.56 83.0% 487 53.9% 34 71.3% 7.6% 75.8% 75.5% 26.4% 13.0% 69 20 70.1% 69.3% 9:34 67.8% 18.9% Max $38.44 88.0% 699 71.1% 187 100.0% 25.2% 94.5% 96.6% 94.0% 29.8% 241 130 94.5% 88.4% 19:55 94.1% 44.8% Read MetricNet’s whitepaper on Benchmarking Peer Group Selection. Go to www.metricnet.com to get your copy! © MetricNet, LLC, www.metricnet.com 63
  • Prescribe Actions to Close the Gap! 1 Measure Model Component Description 1. Measure 2 2. Diagnose Benchmark performance and conduct gap analysis 3. Prescribe 4 Measure performance on an ongoing basis Define actions to close the gap and improve performance Diagnose Customer Enthusiasm Implement 3 Prescribe Implement your 4. Implement action plan © MetricNet, LLC, www.metricnet.com 64
  • Prescribe Best Practices: Performance Measurement Affected KPI’s Performance measurement is a rigorous discipline assigned to a particular individual or individuals in the call center to ensure service level compliance and consistency in the delivery of customer service . Balanced scorecard Management Reporting Cost and customer satisfaction results measure efficiency and effectiveness, and are two critical indicators for call center operations. A balanced scorecard provides an aggregate measure of call center performance. Reporting is targeted and timed to have maximum impact on key individuals and stakeholder groups in the company. © MetricNet, LLC, www.metricnet.com 65 Business Effectiveness Turnover Handle Time Call Quality First Call Res Utilization Performance metrics and goals drive individual accountability and facilitate diagnosis of performance strengths, issues, gaps and call quality improvements. Formal measurements & performance compliance Customer Sat Metrics, goals, diagnosis and accountability Cost and customer satisfaction Cost/Call Performance Measurement: Best Demonstrated Practices
  • Prescribe Best Practices: Human Resources Affected KPI’s Business Effectiveness Turnover Handle Time Call Quality Retention Coaching and Feedback Performance Standards First Call Res Career Pathing Utilization Training Customer Sat Recruitment Cost/Call Human Resources: Best Demonstrated Practices Recruiting is a rigorous and holistic process that measures specific agent competencies, and matches those competencies to the needs of the call center. Rigorous and formalized training is available for both new and seasoned agents. Training is customized to meet the needs of each agent, and is designed to meet the strategic goals of the call center. Career paths have been formalized and documented, and often include vertical as well as lateral promotion opportunities. Performance levels required for advancement are clearly articulated. Agents are encouraged to take charge of their own career and skills development. Formal strategies are employed to maximize employee retention. These strategies are designed to improve employee job satisfaction and loyalty, thereby maximizing agent morale and minimizing turnover. Call center management demonstrates commitment to continuous improvement by conducting frequent, one-on-one coaching to each agent, and by providing specific suggestions for improvement and setting attainable goals. Call center agents are held accountable for minimum performance standards with incentives for surpassing, and disincentives for falling short of the standard. Performance LLC, www.metricnet.com and © MetricNet, goals cover both quality productivity. 66 66
  • Prescribe Best Practices: Call Handling Practices Affected KPI’s Call handling processes are repeatable and standardized, while still allowing for agent judgment and experience. Call handling strategies, such as call reduction through “Load Shedding,” call “Channeling,” forecasting and aggressive staffing strategies are utilized to predict and proactively handle the variance in call volumes. Call centers must aggressively pursue and identify meaningful performance indicators, measure and report against them and analyze the results for significant trend analysis. Call center has a true culture of excellence through continuous improvement in the delivery of customer services. Improved customer satisfaction, accessibility and usability are the primary design drivers in the call center. © MetricNet, LLC, www.metricnet.com 67 Business Effectiveness Turnover Handle Time Call Quality First Call Res Measurement Management Continuous Improvement CustomerCentricity Utilization Call Volume Management Customer Sat Standardization Cost/Call Call Handling Practices: Best Demonstrated Practices
  • Prescribe Best Practices: Technology Affected KPI’s Vendors are actively managed to ensure the adoption of appropriate technology, and good value in technology purchases. The buyer drives the vendor relationship. The call center and its agents have access to real-time tools that optimize call flow management, call logging and tracking to achieve resolution. Call Management Customer Tools Knowledge Management Call center technology is consistent with, and supports the strategies of the call center and the enterprise overall. Knowledge capture and customer history are used to enhance the value of each customer interaction . © MetricNet, LLC, www.metricnet.com 68 Business Effectiveness Turnover Handle Time Call Quality First Call Res Utilization Technology enhances the speed and quality of each transaction. It supplements people and process, but does not replace them. Vendor Management Customer Sat Technology Hierarchy Strategic Alignment of Technology Cost/Call Technology: Best Demonstrated Practices
  • Implement Your Action Plan! 1 Measure Model Component Description 1. Measure 2. Diagnose 2 Customer Enthusiasm Benchmark performance and conduct gap analysis 3. Prescribe 4 Measure performance on an ongoing basis Define actions to close the gap Diagnose Implement 3 Prescribe Implement your action plan and 4. Implement improve performance © MetricNet, LLC, www.metricnet.com 69
  • Implement The Key to Improvement is to Take Action!  Call Center Best Practices is a Holistic Discipline  Near Term Goal Improved Performance  Ultimate Goal World-Class Performance  The Key to Getting Results is to Take Action! © MetricNet, LLC, www.metricnet.com 70
  • Implement Now Implement Your Action Plan! Support Stage Document call handling standards JAN Begin customer sat surveys FEB Create a balanced scorecard Strategic Stage Transitional Stage MAR APR Establish root cause analysis program MAY Document agent career path options JUN JUL Rewrite IVR menus AUG Define agent performance standards © MetricNet, LLC, www.metricnet.com SEP OCT NOV DEC Implement call monitoring 71
  • Implement Prioritizing Your Action Plan Higher 8 6 High Med Low RELATIVE COST URGENCY Lower 7 5 10 4 9 3 2 RELATIVE IMPACT © MetricNet, LLC, www.metricnet.com 1 Higher 72
  • Implement And Establish Performance Goals $27.90 $21.00 71% 49% 60% First contact resolution 61% 56% 75% Balanced Score 52% 85% By individual 650 Call quality By individual 90 out of 100 First Contact Resolution By individual 75%  Measure baseline performance  Establish “stretch” goals for each KPI  Measure performance at least monthly  Post performance trends and periodically reset goals 70% By individual Define KPI’s to track and trend 70% Agent Satisfaction  80% Agent Utilization AGENT PERFORMANCE GOAL Customer satisfaction Call Center HELP DESK CURRENT PERFORMANCE Cost per Contact DOMAIN PERFORMANCE METRIC Customer satisfaction Number of contacts handled per month © MetricNet, LLC, www.metricnet.com 73
  • Implement The CSR Scorecard Performance Metric Inbound Contacts Handled Customer Satisfaction Technician Utilization First Contact Resolution Rate Teamwork Initiative Mentoring Total Metric Weighting 25.0% 20.0% 15.0% 15.0% 10.0% 10.0% 5.0% 100.0% Step 1 Benchmark Performance Range Your Actual Worst Case Best Case Performance 350 550 447 60.0% 95.0% 90.0% 30.0% 60.0% 41.5% 60.0% 90.0% 85.0% 1 5 4 1 5 3 1 5 5 N/A N/A N/A Step 5 Step 3 Seven critical performance metrics have been selected for the scorecard For each performance metric, the highest and lowest performance levels in the benchmark are recorded Step 2 Metric Balanced Score Score 48.7% 12.2% 85.7% 17.1% 38.4% 5.8% 83.3% 12.5% 75.0% 7.5% 50.0% 5.0% 100.0% 5.0% N/A 65.1% Step 4 The technician’s Each metric has been actual performance weighted according to its for each metric is relative importance recorded in this ©© MetricNet, LLC, www.metricnet.com MetricNet, LLC, www.metricnet.com column The technician’s score for each metric is then calculated: (worst case – actual performance) / (worst case –best case) X 100 74 Step 6 The technician’s balanced score for each metric is calculated: 74 metric score X weighting
  • Implement Monthly Agent Performance Postings Agent Technician Number 11 32 21 35 14 26 25 15 20 31 16 17 33 13 24 28 27 19 23 22 12 30 29 34 18 Monthly Ranking 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 Monthly Average Sep 95.8% 92.8% 91.5% 91.0% 89.5% 83.8% 83.0% 70.4% 64.9% 62.3% 61.0% 57.9% 56.8% 52.2% 48.9% 46.4% 43.7% 41.5% 39.1% 36.8% 36.6% 36.3% 34.1% 33.4% 32.6% Monthly Scorecard Performance Aug Jul Jun May 98.0% 97.1% 95.7% 98.3% 92.1% 90.3% 89.3% 84.6% 88.5% 83.2% 94.0% 93.7% 86.8% 85.2% 78.5% 80.5% 89.1% 90.0% 90.1% 92.3% 84.4% 90.2% 86.5% 77.8% 73.6% 81.9% 72.1% 84.8% 66.6% 53.3% 56.3% 56.6% 66.5% 70.1% 56.9% 40.9% 47.4% 22.7% 38.4% 26.0% 62.8% 54.5% 45.9% 41.7% 42.1% 32.3% 71.6% 60.3% 75.5% 64.8% 80.3% 79.7% 34.9% 61.0% 52.8% 58.9% 66.7% 86.9% 87.7% 83.6% 45.5% 19.3% 40.3% 28.8% 26.5% 31.5% 24.3% 22.2% 28.4% 50.1% 48.1% 71.1% 52.3% 57.1% 86.4% 87.7% 18.7% 19.3% 52.9% 66.4% 43.2% 33.1% 65.7% 69.0% 22.6% 23.5% 85.8% 81.5% 44.9% 50.2% 28.3% 48.9% 37.9% 23.1% 21.7% 29.7% 68.4% 80.4% 88.4% 83.8% Apr 97.3% 92.2% 93.5% 68.2% 92.1% 63.9% 87.9% 39.0% 72.7% 93.0% 62.7% 60.3% 73.5% 48.7% 74.5% 32.4% 17.2% 81.0% 88.9% 64.3% 86.0% 70.3% 36.9% 22.6% 91.6% Six Month Average 97.0% 90.2% 90.7% 81.7% 90.5% 81.1% 80.5% 57.0% 62.0% 48.3% 54.8% 54.1% 71.8% 51.4% 74.7% 35.4% 27.6% 53.4% 68.6% 43.1% 55.6% 53.3% 40.5% 28.0% 74.2% 59.3% 58.5% 68.4% 62.6% 58.0% 65.5% 66.0% © MetricNet, LLC, www.metricnet.com 75
  • A Call to Action: Your Opportunity to Excel! 76
  • A Mandate for Action! 1 Measure Four Simple Steps 1. Measure 4 2 Diagnose Customer 2. Diagnose Enthusiasm 3. Prescribe Implement 3 4. Implement Prescribe © MetricNet, LLC, www.metricnet.com 77
  • Measure 1. Start by Measuring Your Performance 1 Measure 1. 4 2 Diagnose Customer Begin measuring your performance on an ongoing basis  Operational metrics  Business effectiveness metrics  Enthusiasm The 80/20 Rule: Less is More! Implement 3 Prescribe © MetricNet, LLC, www.metricnet.com 78
  • Diagnose 2. Now Benchmark Your Call Center 1 Measure 2. Benchmark your call center performance  4 2 Diagnose Customer Enthusiasm    Implement 3  Benchmark vs. peers Select an appropriate peer group Use metrics identified in this webcast Identify performance gaps Diagnose the underlying drivers of the performance gaps Prescribe © MetricNet, LLC, www.metricnet.com 79
  • Prescribe 3. Develop an Action Plan Based on Results 1 Measure 3. Develop a simple action plan   4 2 Diagnose Customer  Enthusiasm  Implement  3 Based on gap analysis… And call center best practices Short list of “low hanging fruit” Do what’s realistic in the near term Every action should reduce costs, improve customer satisfaction, or enhance revenue production Prescribe © MetricNet, LLC, www.metricnet.com 80
  • Implement 4. Now, Put Your Plan Into Action! 1 Measure 4. 4 Implement your action plan! Enthusiasm Implement 3 Build buy-in from the start  Assign ownership/ accountability Monitor progress over time  Customer   2 Diagnose Expect positive, measurable change! Prescribe © MetricNet, LLC, www.metricnet.com 81
  • The Bottom Line on Call Center Best Practices The Call Center is now being managed as a strategic asset within the enterprise   One that can differentiate the company’s products and services…  Drive customer loyalty and switching costs…  And create a Competitive Advantage for the enterprise Strategic Call Centers have a number of success factors in common  1. Call center is viewed and managed strategically, as a source of competitive advantage 2. They understand what it means to be World-Class 3. They seek to add value on every transaction, thereby creating Customer Enthusiasm 4. Use performance metrics diagnostically 5. Benchmark their performance annually 6. Invest in technician training, coaching, and career pathing 7. They have a bias towards action: Continuous Improvement! © MetricNet, LLC, www.metricnet.com 82
  • Five Easy Ways to Get Started 1 Measure Five Opportunities to Get Started! 1. Visit Our New Website and Become a Free Member 4 2 Diagnose Customer Enthusiasm 2. Connect with MetricNet on Social Media 3. Register for Future MetricNet Webcasts Implement 3 4. Browse MetricNet’s Resource Library 5. Purchase a MetricNet Call Center Benchmark Prescribe © MetricNet, LLC, www.metricnet.com 83
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  • Benchmarking Data Files Call Center Cost Benchmark: Sample Data Benchmark: Geography: Process: Sector: Cost United States Customer Service All SAMPLE DATA ONLY. DATA IS NOT ACCURATE! SAMPLE DATA ONLY. DATA IS NOT ACCURATE! Sample Data Values Record Number 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 Average Max Min Median Record Number Cost per Minute of Inbound Customer Handle Time Satisfaction $1.36 53.7% $3.28 52.5% $3.21 41.9% $0.99 48.5% $1.51 58.2% $0.50 54.8% $4.30 53.0% $4.13 41.8% $4.97 44.6% $1.87 43.0% $1.88 43.6% $0.81 46.1% $2.03 47.4% $1.35 51.4% $2.72 51.3% $3.50 42.8% $1.17 50.3% $0.82 56.6% $2.74 45.4% $3.62 50.3% $3.27 40.8% $4.29 56.5% $3.65 48.4% $3.01 53.1% $3.43 51.1% $1.94 54.5% $4.34 56.2% $3.05 58.1% $3.58 49.3% $1.57 49.2% $3.70 43.3% $3.68 56.8% $4.23 47.8% $3.76 60.1% $4.80 50.0% $2.11 50.1% $1.61 45.6% $5.48 40.6% $5.00 47.4% $1.01 55.4% $1.20 39.0% $1.73 38.6% $4.53 51.4% $4.53 42.5% $3.35 39.9% $4.19 58.0% $1.18 59.7% $5.45 60.4% $2.72 42.0% $2.92 49.4% $5.48 60.4% $0.50 38.6% $3.21 50.0% Customer Cost per Satisfaction Minute of Inbound Handle Time Agent Utilization 64.2% 34.8% 32.6% 53.8% 26.3% 38.7% 55.2% 64.6% 66.0% 44.1% 56.8% 34.8% 35.2% 50.3% 38.2% 48.7% 67.7% 27.6% 55.6% 62.3% 55.2% 63.4% 65.9% 71.9% 37.2% 32.9% 55.9% 38.6% 31.2% 55.2% 39.3% 34.1% 69.2% 63.6% 42.7% 35.4% 34.7% 61.7% 58.9% 51.5% 60.7% 44.1% 25.5% 67.7% 37.1% 41.5% 31.3% 62.0% 39.4% 48.3% 71.9% 25.5% 48.7% Agent Utilization Net First Contact Resolution Agent Job Rate Satisfaction 51.1% 43.7% 51.0% 39.8% 50.0% 58.6% 44.5% 40.4% 46.4% 49.6% 54.5% 45.1% 44.9% 57.4% 59.2% 50.8% 57.3% 49.1% 47.4% 58.3% 49.1% 41.8% 48.1% 57.5% 54.1% 57.7% 41.6% 60.1% 49.2% 49.5% 51.2% 50.6% 46.3% 52.5% 48.3% 50.6% 56.5% 56.0% 50.8% 48.6% 60.1% 52.4% 50.8% 45.4% 45.2% 52.5% 60.5% 56.8% 57.8% 47.3% 49.9% 43.0% 50.2% 52.3% 48.4% 64.7% 46.7% 41.8% 50.0% 65.8% 46.6% 37.8% 48.4% 39.3% 56.4% 50.8% 40.9% 61.0% 45.3% 53.4% 48.9% 54.1% 40.0% 43.6% 61.6% 48.7% 42.9% 41.3% 52.2% 59.8% 51.0% 56.2% 57.7% 64.6% 34.3% 30.3% 58.2% 61.4% 55.0% 44.9% 44.4% 46.2% 33.8% 43.0% 42.6% 41.5% 47.8% 48.6% 49.6% 50.3% 61.6% 65.8% 33.8% 30.3% 49.2% 50.6% Agent Job Net First Satisfaction Contact Resolution Rate Average Speed of Answer (seconds) 83 42 23 61 14 30 30 17 15 36 17 20 8 21 74 93 25 1 19 29 105 85 7 10 22 126 62 56 21 11 52 88 22 127 19 10 33 33 3 25 25 24 15 34 25 56 15 14 27 37 127 1 25 Average Speed of Answer (seconds) Inbound Contacts per Agents as a Cost per Agent per % of Total Inbound Month Headcount Contact $5.38 80 52.3% $3.31 203 58.8% $12.97 738 49.6% $7.48 168 49.9% $3.64 249 49.4% $6.66 216 45.0% $3.84 588 51.4% $2.34 194 58.4% $23.96 77 47.7% $14.79 170 47.2% $5.49 487 59.2% $3.59 667 47.0% $12.91 318 53.1% $5.39 681 49.9% $1.02 1240 44.9% $5.24 261 49.5% $10.96 54 54.2% $4.02 560 47.4% $20.06 271 43.8% $4.34 468 45.8% $4.53 208 41.0% $12.61 305 45.2% $3.98 363 56.0% $10.93 223 55.3% $6.78 181 50.9% $3.60 464 50.9% $4.96 428 53.2% $8.44 313 45.7% $4.02 825 45.7% $0.75 521 47.4% $8.41 349 47.8% $5.08 314 51.0% $2.10 963 49.7% $1.25 844 53.2% $2.14 290 47.5% $15.49 288 52.2% $5.27 1003 50.3% $3.84 361 54.8% $8.04 141 55.9% $2.01 291 49.6% $8.16 347 55.6% $2.76 1403 51.3% $6.42 293 57.7% $9.81 700 54.3% $11.36 445 45.6% $5.25 591 55.0% $7.35 112 39.9% $2.46 321 47.3% $2.18 687 47.2% $6.68 434.0 50.2% $23.96 1,403.0 59.2% $0.75 54.0 39.9% $5.25 321.0 49.9% Agents as a Inbound Cost per Contacts per % of Total Inbound Headcount Agent per Contact Month % of Calls Call Answered in Abandonment Annual Agent Daily Agent Agent 30 Seconds Rate Call Quality Turnover Absenteeism Occupancy 19.1% 11.1% 47.7% 22.8% 7.4% 52.0% 42.7% 2.0% 48.9% 17.0% 8.4% 56.8% 38.0% 1.5% 48.3% 49.4% 5.5% 55.5% 64.2% 4.6% 61.0% 66.7% 8.0% 51.1% 61.1% 1.8% 45.8% 29.9% 4.8% 48.3% 47.5% 1.8% 48.3% 42.2% 9.2% 60.6% 50.7% 2.4% 48.6% 37.0% 5.5% 46.1% 45.6% 2.1% 49.5% 29.8% 8.3% 55.3% 51.4% 2.5% 48.5% 64.7% 6.1% 36.5% 48.1% 3.9% 52.8% 58.7% 7.4% 38.9% 54.2% 1.6% 50.5% 30.7% 11.9% 57.3% 55.2% 1.1% 48.0% 38.4% 16.8% 49.9% 52.8% 2.7% 50.1% 68.3% 7.7% 64.4% 53.8% 2.1% 53.6% 40.7% 10.0% 45.6% 39.6% 3.0% 52.1% 35.1% 5.3% 36.5% 42.4% 3.2% 44.7% 29.3% 5.7% 43.6% 53.6% 2.5% 52.2% 19.6% 7.7% 49.3% 49.9% 2.4% 52.2% 42.8% 1.5% 42.2% 43.8% 2.3% 49.9% 91.8% 18.3% 67.0% 51.3% 4.9% 47.2% 23.8% 6.8% 49.6% 50.1% 9.1% 43.3% 66.5% 12.9% 58.7% 40.6% 7.6% 52.9% 39.0% 12.6% 52.4% 47.9% 2.1% 47.6% 32.0% 2.5% 66.0% 40.3% 2.1% 52.4% 27.9% 4.6% 48.7% 43.1% 3.0% 46.8% 25.0% 6.2% 45.9% 47.8% 5.9% 47.9% 77.8% 18.6% 48.1% 28.0% 9.1% 48.7% 8.9% 9.1% 50.5% 44.9% 9.2% 39.8% 47.2% 6.5% 45.4% 42.5% 1.3% 48.8% 41.0% 1.7% 44.8% 47.9% 1.4% 51.6% 56.1% 13.8% 52.4% 35.9% 4.9% 46.2% 31.8% 8.6% 51.1% 41.5% 4.6% 54.2% 21.5% 5.6% 52.6% 30.2% 4.2% 56.4% 26.8% 3.5% 43.7% 61.7% 20.0% 57.0% 30.3% 16.4% 59.5% 54.2% 1.2% 47.9% 26.5% 10.0% 48.3% 59.4% 2.7% 39.5% 58.7% 5.0% 40.9% 47.9% 2.3% 50.8% 51.9% 7.6% 43.9% 50.0% 1.6% 51.4% 44.9% 7.3% 38.4% 46.0% 1.9% 52.4% 50.4% 7.6% 51.3% 42.6% 1.6% 53.7% 61.5% 14.5% 52.4% 43.5% 1.1% 54.6% 49.4% 7.0% 56.3% 29.8% 5.8% 56.8% 66.8% 5.6% 31.5% 42.6% 3.1% 47.6% 87.9% 13.0% 43.8% 35.2% 2.0% 53.5% 21.7% 10.6% 52.0% 61.8% 3.2% 50.5% 81.6% 12.1% 45.2% 61.6% 7.8% 59.3% 31.9% 8.3% 39.6% 63.3% 2.6% 48.0% 52.0% 4.6% 45.8% 54.7% 2.1% 46.7% 38.0% 7.9% 44.6% 60.0% 9.6% 54.3% 33.4% 4.9% 48.2% 47.3% 3.9% 50.2% 43.4% 8.4% 49.2% 64.2% 20.0% 61.0% 91.8% 18.6% 67.0% 19.1% 1.1% 39.5% 8.9% 1.5% 31.5% 47.9% 2.5% 49.9% 39.0% 7.6% 48.7% Call Quality Annual Agent Daily Agent Agent Call % of Calls Turnover Absenteeism Occupancy Answered in Abandonment Rate 30 Seconds © MetricNet, LLC, www.metricnet.com Agent Schedule Adherence 52.4% 48.0% 55.2% 48.1% 52.6% 48.5% 50.7% 52.9% 51.7% 45.3% 55.6% 54.7% 52.8% 55.0% 48.0% 51.0% 46.0% 42.0% 55.1% 48.0% 47.6% 53.6% 48.5% 50.4% 52.9% 44.3% 47.4% 47.9% 46.2% 56.6% 48.6% 47.2% 49.2% 52.9% 49.7% 49.2% 47.7% 55.6% 52.9% 50.1% 48.6% 59.6% 42.3% 53.0% 46.5% 53.2% 53.4% 52.4% 50.7% 50.4% 59.6% 42.0% 50.4% Agent Schedule Adherence Inbound Contact Handle Time IVR New Agent Annual Agent Training Agent Tenure (all contacts) Completion Training Hours Rate Hours (months) (minutes) 45 3 34.2 4.62 41.2% 76 25 31.7 4.27 21.4% 83 0 16.2 8.05 0.0% 125 16 20.1 10.06 12.3% 116 29 35.0 6.81 7.4% 42 4 40.5 3.95 28.9% 130 50 15.3 1.93 0.0% 70 2 42.3 6.54 14.7% 175 12 14.9 17.88 0.0% 52 29 26.5 8.27 63.3% 125 54 31.5 5.76 0.2% 68 4 41.4 4.41 52.9% 81 10 16.9 9.57 32.8% 61 29 20.2 1.17 17.9% 106 122 51.5 2.84 0.0% 181 5 26.9 6.01 0.0% 375 17 77.5 10.94 30.1% 207 10 31.5 7.19 52.9% 2 17 28.6 10.74 0.0% 132 41 28.5 6.34 22.4% 86 69 30.8 1.92 41.1% 178 3 28.6 19.63 76.1% 98 0 18.1 6.62 24.1% 96 31 44.2 3.52 5.5% 96 19 73.7 7.91 3.9% 75 0 10.3 4.93 8.1% 75 0 64.2 7.98 0.0% 46 15 34.2 9.10 4.6% 168 46 39.5 1.32 83.0% 118 3 17.9 2.30 2.7% 37 3 54.4 16.18 31.4% 46 26 78.6 8.40 62.1% 112 16 21.5 3.00 27.1% 53 16 30.2 3.40 58.6% 137 11 28.3 2.87 40.4% 145 3 11.5 10.01 15.0% 182 2 27.6 3.65 74.0% 33 19 36.8 2.41 0.0% 19 0 23.3 2.21 0.5% 91 0 4.0 3.16 0.0% 231 0 17.8 5.59 0.0% 120 7 11.0 2.33 15.9% 109 5 9.1 7.23 0.0% 121 7 34.3 10.61 8.1% 166 0 29.8 11.88 0.0% 132 30 27.5 6.66 0.0% 159 8 33.1 1.77 0.0% 81 0 28.3 9.04 0.0% 78 2 41.3 1.08 20.0% 109 17 31.5 6.41 20.4% 375 122 78.6 19.63 83.0% 2 0 4.0 1.08 0.0% 98 10 28.6 6.01 12.3% New Agent Annual Agent Agent Tenure Inbound IVR Training Training (months) Contact Completion Hours Hours Handle Time Rate (all contacts) (minutes) 93
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