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Free Call Center Training Series | Unleashing the Enormous Power of Call Center KPIs | MetricNet Certified
 

Free Call Center Training Series | Unleashing the Enormous Power of Call Center KPIs | MetricNet Certified

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This NEW version was released 7/9/2013! ...

This NEW version was released 7/9/2013!

A FREE overview of Best Practices in Call Center Performance Measurement.

 HEAR how the industry's top performing Call Centers track and trend their performance!

 LEARN how to use KPI's diagnostically to achieve World-Class Performance!

 APPLY Best Practices in Call Center Performance Measurement and Management!

In this presentation, MetricNet will share the key success factors in performance measurement from the industry's top performing Call Centers!

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  • As we get started here, it’s worth commenting on why MetricNet has developed a best practices presentation on the subject of Key Performance Indicators. It’s really quite simple: There is a very strong correlation between call centers that have a strong measurement discipline, and call centers that are world-class. Another way of putting this is that I have never seen a world-class call center that did not have a strong performance measurement and management discipline. Conversely, call centers that have a strong measurement discipline are almost inevitably world-class. If you want to have a world-class call center, the quickest and most efficient way to get there is to pay attention to performance measurement and management. At least 80% of what it takes to become a world-class call center is linked to your ability to measure and manage your performance effectively.
  • Unfortunately, what we see all too often in this industry is that call centers collect a lot of data – in other words, they track a lot of KPI’s, but they don’t do enough analysis…gain enough insight…or take enough action based upon that data.
  • So that brings us to the central issue of today’s webcast. How doe turn call center KPI’s into a Competitive Advantage? More specifically, how can we leverage Key Performance Indicators to achieve world-class performance in our call center? Better, Faster, Cheaper…. Those are the three dimensions of competition. Let’s start by defining what it means to be World-Class…
  • Low = #’s 3, 5 Medium = #’s 2, 4, 6, 7, 8, 9, 10 High = # 1

Free Call Center Training Series | Unleashing the Enormous Power of Call Center KPIs | MetricNet Certified Free Call Center Training Series | Unleashing the Enormous Power of Call Center KPIs | MetricNet Certified Presentation Transcript

  • Unleashing the Enormous Power of Call Center KPI’s Call Center Best Practices Series
  • MetricNet Benchmarks MetricNet Benchmarks Peer Group Benchmarks Industry Benchmarks Benchmarking Data Files © MetricNet, LLC, www.metricnet.com 1  Custom Benchmark  Unique Peer Group  Industry Benchmarking Reports by geography  Custom Benchmarking Data in Excel format
  • MetricNet Peer Group Benchmarking © MetricNet, LLC, www.metricnet.com 2
  • 3© MetricNet, LLC, www.metricnet.com MetricNet Industry Benchmarks
  • 4© MetricNet, LLC, www.metricnet.com Benchmarking Data Files Benchmark: Cost Geography: United States Process: Customer Service Sector: All Sample Data Values Record Number Cost per Minute of Inbound Handle Time Customer Satisfaction Agent Utilization Net First Contact Resolution Rate Agent Job Satisfaction Average Speed of Answer (seconds) Cost per Inbound Contact Inbound Contacts per Agent per Month Agents as a % of Total Headcount % of Calls Answered in 30 Seconds Call Abandonment Rate Call Quality Annual Agent Turnover Daily Agent Absenteeism Agent Occupancy Agent Schedule Adherence New Agent Training Hours Annual Agent Training Hours Agent Tenure (months) Inbound Contact Handle Time (all contacts) (minutes) IVR Completion Rate 1 $1.36 53.7% 64.2% 51.1% 43.7% 83 $5.38 80 52.3% 19.1% 11.1% 47.7% 22.8% 7.4% 52.0% 52.4% 45 3 34.2 4.62 41.2% 2 $3.28 52.5% 34.8% 51.0% 39.8% 42 $3.31 203 58.8% 42.7% 2.0% 48.9% 17.0% 8.4% 56.8% 48.0% 76 25 31.7 4.27 21.4% 3 $3.21 41.9% 32.6% 50.0% 58.6% 23 $12.97 738 49.6% 38.0% 1.5% 48.3% 49.4% 5.5% 55.5% 55.2% 83 0 16.2 8.05 0.0% 4 $0.99 48.5% 53.8% 44.5% 40.4% 61 $7.48 168 49.9% 64.2% 4.6% 61.0% 66.7% 8.0% 51.1% 48.1% 125 16 20.1 10.06 12.3% 5 $1.51 58.2% 26.3% 46.4% 49.6% 14 $3.64 249 49.4% 61.1% 1.8% 45.8% 29.9% 4.8% 48.3% 52.6% 116 29 35.0 6.81 7.4% 6 $0.50 54.8% 38.7% 54.5% 45.1% 30 $6.66 216 45.0% 47.5% 1.8% 48.3% 42.2% 9.2% 60.6% 48.5% 42 4 40.5 3.95 28.9% 7 $4.30 53.0% 55.2% 44.9% 57.4% 30 $3.84 588 51.4% 50.7% 2.4% 48.6% 37.0% 5.5% 46.1% 50.7% 130 50 15.3 1.93 0.0% 8 $4.13 41.8% 64.6% 59.2% 50.8% 17 $2.34 194 58.4% 45.6% 2.1% 49.5% 29.8% 8.3% 55.3% 52.9% 70 2 42.3 6.54 14.7% 9 $4.97 44.6% 66.0% 57.3% 49.1% 15 $23.96 77 47.7% 51.4% 2.5% 48.5% 64.7% 6.1% 36.5% 51.7% 175 12 14.9 17.88 0.0% 10 $1.87 43.0% 44.1% 47.4% 58.3% 36 $14.79 170 47.2% 48.1% 3.9% 52.8% 58.7% 7.4% 38.9% 45.3% 52 29 26.5 8.27 63.3% 11 $1.88 43.6% 56.8% 49.1% 41.8% 17 $5.49 487 59.2% 54.2% 1.6% 50.5% 30.7% 11.9% 57.3% 55.6% 125 54 31.5 5.76 0.2% 12 $0.81 46.1% 34.8% 48.1% 57.5% 20 $3.59 667 47.0% 55.2% 1.1% 48.0% 38.4% 16.8% 49.9% 54.7% 68 4 41.4 4.41 52.9% 13 $2.03 47.4% 35.2% 54.1% 57.7% 8 $12.91 318 53.1% 52.8% 2.7% 50.1% 68.3% 7.7% 64.4% 52.8% 81 10 16.9 9.57 32.8% 14 $1.35 51.4% 50.3% 41.6% 60.1% 21 $5.39 681 49.9% 53.8% 2.1% 53.6% 40.7% 10.0% 45.6% 55.0% 61 29 20.2 1.17 17.9% 15 $2.72 51.3% 38.2% 49.2% 49.5% 74 $1.02 1240 44.9% 39.6% 3.0% 52.1% 35.1% 5.3% 36.5% 48.0% 106 122 51.5 2.84 0.0% 16 $3.50 42.8% 48.7% 51.2% 50.6% 93 $5.24 261 49.5% 42.4% 3.2% 44.7% 29.3% 5.7% 43.6% 51.0% 181 5 26.9 6.01 0.0% 17 $1.17 50.3% 67.7% 46.3% 52.5% 25 $10.96 54 54.2% 53.6% 2.5% 52.2% 19.6% 7.7% 49.3% 46.0% 375 17 77.5 10.94 30.1% 18 $0.82 56.6% 27.6% 48.3% 50.6% 1 $4.02 560 47.4% 49.9% 2.4% 52.2% 42.8% 1.5% 42.2% 42.0% 207 10 31.5 7.19 52.9% 19 $2.74 45.4% 55.6% 56.5% 56.0% 19 $20.06 271 43.8% 43.8% 2.3% 49.9% 91.8% 18.3% 67.0% 55.1% 2 17 28.6 10.74 0.0% 20 $3.62 50.3% 62.3% 50.8% 48.6% 29 $4.34 468 45.8% 51.3% 4.9% 47.2% 23.8% 6.8% 49.6% 48.0% 132 41 28.5 6.34 22.4% 21 $3.27 40.8% 55.2% 60.1% 52.4% 105 $4.53 208 41.0% 50.1% 9.1% 43.3% 66.5% 12.9% 58.7% 47.6% 86 69 30.8 1.92 41.1% 22 $4.29 56.5% 63.4% 50.8% 45.4% 85 $12.61 305 45.2% 40.6% 7.6% 52.9% 39.0% 12.6% 52.4% 53.6% 178 3 28.6 19.63 76.1% 23 $3.65 48.4% 65.9% 45.2% 52.5% 7 $3.98 363 56.0% 47.9% 2.1% 47.6% 32.0% 2.5% 66.0% 48.5% 98 0 18.1 6.62 24.1% 24 $3.01 53.1% 71.9% 60.5% 56.8% 10 $10.93 223 55.3% 40.3% 2.1% 52.4% 27.9% 4.6% 48.7% 50.4% 96 31 44.2 3.52 5.5% 25 $3.43 51.1% 37.2% 57.8% 47.3% 22 $6.78 181 50.9% 43.1% 3.0% 46.8% 25.0% 6.2% 45.9% 52.9% 96 19 73.7 7.91 3.9% 26 $1.94 54.5% 32.9% 49.9% 43.0% 126 $3.60 464 50.9% 47.8% 5.9% 47.9% 77.8% 18.6% 48.1% 44.3% 75 0 10.3 4.93 8.1% 27 $4.34 56.2% 55.9% 50.2% 52.3% 62 $4.96 428 53.2% 28.0% 9.1% 48.7% 8.9% 9.1% 50.5% 47.4% 75 0 64.2 7.98 0.0% 28 $3.05 58.1% 38.6% 48.4% 64.7% 56 $8.44 313 45.7% 44.9% 9.2% 39.8% 47.2% 6.5% 45.4% 47.9% 46 15 34.2 9.10 4.6% 29 $3.58 49.3% 31.2% 46.7% 41.8% 21 $4.02 825 45.7% 42.5% 1.3% 48.8% 41.0% 1.7% 44.8% 46.2% 168 46 39.5 1.32 83.0% 30 $1.57 49.2% 55.2% 50.0% 65.8% 11 $0.75 521 47.4% 47.9% 1.4% 51.6% 56.1% 13.8% 52.4% 56.6% 118 3 17.9 2.30 2.7% 31 $3.70 43.3% 39.3% 46.6% 37.8% 52 $8.41 349 47.8% 35.9% 4.9% 46.2% 31.8% 8.6% 51.1% 48.6% 37 3 54.4 16.18 31.4% 32 $3.68 56.8% 34.1% 48.4% 39.3% 88 $5.08 314 51.0% 41.5% 4.6% 54.2% 21.5% 5.6% 52.6% 47.2% 46 26 78.6 8.40 62.1% 33 $4.23 47.8% 69.2% 56.4% 50.8% 22 $2.10 963 49.7% 30.2% 4.2% 56.4% 26.8% 3.5% 43.7% 49.2% 112 16 21.5 3.00 27.1% 34 $3.76 60.1% 63.6% 40.9% 61.0% 127 $1.25 844 53.2% 61.7% 20.0% 57.0% 30.3% 16.4% 59.5% 52.9% 53 16 30.2 3.40 58.6% 35 $4.80 50.0% 42.7% 45.3% 53.4% 19 $2.14 290 47.5% 54.2% 1.2% 47.9% 26.5% 10.0% 48.3% 49.7% 137 11 28.3 2.87 40.4% 36 $2.11 50.1% 35.4% 48.9% 54.1% 10 $15.49 288 52.2% 59.4% 2.7% 39.5% 58.7% 5.0% 40.9% 49.2% 145 3 11.5 10.01 15.0% 37 $1.61 45.6% 34.7% 40.0% 43.6% 33 $5.27 1003 50.3% 47.9% 2.3% 50.8% 51.9% 7.6% 43.9% 47.7% 182 2 27.6 3.65 74.0% 38 $5.48 40.6% 61.7% 61.6% 48.7% 33 $3.84 361 54.8% 50.0% 1.6% 51.4% 44.9% 7.3% 38.4% 55.6% 33 19 36.8 2.41 0.0% 39 $5.00 47.4% 58.9% 42.9% 41.3% 3 $8.04 141 55.9% 46.0% 1.9% 52.4% 50.4% 7.6% 51.3% 52.9% 19 0 23.3 2.21 0.5% 40 $1.01 55.4% 51.5% 52.2% 59.8% 25 $2.01 291 49.6% 42.6% 1.6% 53.7% 61.5% 14.5% 52.4% 50.1% 91 0 4.0 3.16 0.0% 41 $1.20 39.0% 60.7% 51.0% 56.2% 25 $8.16 347 55.6% 43.5% 1.1% 54.6% 49.4% 7.0% 56.3% 48.6% 231 0 17.8 5.59 0.0% 42 $1.73 38.6% 44.1% 57.7% 64.6% 24 $2.76 1403 51.3% 29.8% 5.8% 56.8% 66.8% 5.6% 31.5% 59.6% 120 7 11.0 2.33 15.9% 43 $4.53 51.4% 25.5% 34.3% 30.3% 15 $6.42 293 57.7% 42.6% 3.1% 47.6% 87.9% 13.0% 43.8% 42.3% 109 5 9.1 7.23 0.0% 44 $4.53 42.5% 67.7% 58.2% 61.4% 34 $9.81 700 54.3% 35.2% 2.0% 53.5% 21.7% 10.6% 52.0% 53.0% 121 7 34.3 10.61 8.1% 45 $3.35 39.9% 37.1% 55.0% 44.9% 25 $11.36 445 45.6% 61.8% 3.2% 50.5% 81.6% 12.1% 45.2% 46.5% 166 0 29.8 11.88 0.0% 46 $4.19 58.0% 41.5% 44.4% 46.2% 56 $5.25 591 55.0% 61.6% 7.8% 59.3% 31.9% 8.3% 39.6% 53.2% 132 30 27.5 6.66 0.0% 47 $1.18 59.7% 31.3% 33.8% 43.0% 15 $7.35 112 39.9% 63.3% 2.6% 48.0% 52.0% 4.6% 45.8% 53.4% 159 8 33.1 1.77 0.0% 48 $5.45 60.4% 62.0% 42.6% 41.5% 14 $2.46 321 47.3% 54.7% 2.1% 46.7% 38.0% 7.9% 44.6% 52.4% 81 0 28.3 9.04 0.0% 49 $2.72 42.0% 39.4% 47.8% 48.6% 27 $2.18 687 47.2% 60.0% 9.6% 54.3% 33.4% 4.9% 48.2% 50.7% 78 2 41.3 1.08 20.0% Average $2.92 49.4% 48.3% 49.6% 50.3% 37 $6.68 434.0 50.2% 47.3% 3.9% 50.2% 43.4% 8.4% 49.2% 50.4% 109 17 31.5 6.41 20.4% Max $5.48 60.4% 71.9% 61.6% 65.8% 127 $23.96 1,403.0 59.2% 64.2% 20.0% 61.0% 91.8% 18.6% 67.0% 59.6% 375 122 78.6 19.63 83.0% Min $0.50 38.6% 25.5% 33.8% 30.3% 1 $0.75 54.0 39.9% 19.1% 1.1% 39.5% 8.9% 1.5% 31.5% 42.0% 2 0 4.0 1.08 0.0% Median $3.21 50.0% 48.7% 49.2% 50.6% 25 $5.25 321.0 49.9% 47.9% 2.5% 49.9% 39.0% 7.6% 48.7% 50.4% 98 10 28.6 6.01 12.3% Record Number Cost per Minute of Inbound Handle Time Customer Satisfaction Agent Utilization Net First Contact Resolution Rate Agent Job Satisfaction Average Speed of Answer (seconds) Cost per Inbound Contact Inbound Contacts per Agent per Month Agents as a % of Total Headcount % of Calls Answered in 30 Seconds Call Abandonment Rate Call Quality Annual Agent Turnover Daily Agent Absenteeism Agent Occupancy Agent Schedule Adherence New Agent Training Hours Annual Agent Training Hours Agent Tenure (months) Inbound Contact Handle Time (all contacts) (minutes) IVR Completion Rate Call Center Cost Benchmark: Sample Data SAMPLE DATA ONLY. DATA IS NOT ACCURATE!SAMPLE DATA ONLY. DATA IS NOT ACCURATE!
  • 5© MetricNet, LLC, www.metricnet.com Connect With MetricNet on Social Media
  • 6© MetricNet, LLC, www.metricnet.com The Customer Contact Imperative: The Path to World-Class Performance! Research Methodology: Origins of KPI Best Practices A Model for KPI Best Practices: Measure, Diagnose, Prescribe, Implement A Call To Action: Your Opportunity to Excel! Today’s Agenda
  • The Customer Contact Imperative: The Path to World-Class Performance! 7© MetricNet, LLC, www.metricnet.com
  • 8© MetricNet, LLC, www.metricnet.com Growing importance of customer contact! Every Company Faces Increasing Pressure from Numerous Sources Industry Consolidation Increased Regulatory Scrutiny (e.g. SOX) The emergence of virtual business One-Stop Shopping Shareholder pressure Budgetary constraints Increasingly demanding customers Greater customer choice and leverage An Industry in Transition • • • • • •
  • 9© MetricNet, LLC, www.metricnet.com  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 JAN FEB MAR APR MAY JUN JUL AUG SEP OCT NOV DEC 8760 Hours Customer Contact 7 - 22 minutes/yr. Moment of Truth Opportunity! Customer Contact: A Critical Interface!
  • 10© 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 NEW PARADIGM A Fundamental Shift  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 OLD PARADIGM Building a Service-Based Competitive Advantage!
  • 11© MetricNet, LLC, www.metricnet.com 11
  • 12© MetricNet, LLC, www.metricnet.com Call Centers Must Evolve to Survive  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 Continuously differentiate the underlying products supported Staying ahead of customer needs and expectations Competitors can exploit any complacency marked by a call center’s failure to evolve Support Stage Transitional Stage Strategic Stage
  • 13© MetricNet, LLC, www.metricnet.com 64% 31% 5% Support Stage Transitional Stage Strategic Stage Traditional customer contact paradigm The call center makes a shift from following the customer to leading the customer The call center operates in a non-traditional customer contact paradigm – every transaction adds value! How Far Has Your Call Center Evolved?
  • Research Methodology: Origins of KPI Best Practices 14© MetricNet, LLC, www.metricnet.com
  • 15© MetricNet, LLC, www.metricnet.com Data for Best Practices is Global More than 2,400 Call Center Benchmarks Global Database 30 Key Performance Indicators Nearly 80 Industry Best Practices
  • 16© MetricNet, LLC, www.metricnet.com Data Comes from a Variety of Call Centers  More than 2,400 call centers worldwide  From MetricNet’s Call Center Benchmarks  Industries include  Banks and financial services  Telecommunications  Health Care  Hospitality  Insurance  Manufacturing  Retail  Transportation  Utilities  Best practices are relatively independent of industry  At least 80% commonality from industry to industry
  • 17© MetricNet, LLC, www.metricnet.com 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
  • 18© MetricNet, LLC, www.metricnet.com Cost per Contact Quality HigherLower Higher A World-Class Call Center An “Average” Call Center BEST-IN-CLASS PERFORMANCE CURVE AVERAGE PERFORMANCE CURVE The World-Class Call Center Defined
  • 19© MetricNet, LLC, www.metricnet.com POLLING QUESTION
  • A Model for KPI Best Practices: Measure, Diagnose, Prescribe, Implement! 20 © MetricNet, LLC, www.metricnet.com
  • 21© MetricNet, LLC, www.metricnet.com The Premise Behind Call Center KPI’s We’ve all heard the expression… “If you’re not measuring it, you’re not managing it!” But there’s more to the story…Lots more!
  • 22© MetricNet, LLC, www.metricnet.com The Dilemma with Call Center KPI’s Lots and Lots of data But not enough analysis… Not enough Insight… And not enough Action!!
  • 23© MetricNet, LLC, www.metricnet.com Two Paradigms for Call Center KPI’s The Historical Approach The Holistic Approach Measurement (75%) Analysis (15%) Prescription (7.5%) Action (2.5%) Measurement (5%) Analysis (20%) Prescription (30%) Action (45%) IncreasingValue!
  • 24© MetricNet, LLC, www.metricnet.com Unleashing the Enormous Power of Call Center KPI’s Our central question today… How do we turn Call Center KPI’s into a Competitive Advantage? Better…Faster…Cheaper!
  • 25© MetricNet, LLC, www.metricnet.com 4 3 2 1 Customer Enthusiasm A Simple Model for Call Center KPI Best Practices Measure Diagnose Prescribe Implement Implement your action plan and improve performance 4. Implement Define actions to close the gap3. Prescribe Benchmark performance and conduct gap analysis 2. Diagnose Measure performance on an ongoing basis 1. Measure Description Model Component
  • 26© MetricNet, LLC, www.metricnet.com Measure Your Performance! Implement your action plan and improve performance 4. Implement Define actions to close the gap3. Prescribe Benchmark performance and conduct gap analysis 2. Diagnose Measure performance on an ongoing basis 1. Measure Description Model Component 4 3 2 1 Customer Enthusiasm Measure Diagnose Prescribe Implement
  • 27© MetricNet, LLC, www.metricnet.com Two Types of Call Center Metrics  Measures operational efficiency and effectiveness of the call center  Internally focused  Metrics include:  Cost per Contact  Customer Satisfaction  Speed of Answer  Agent Utilization  Etc. Operational Metrics Business Effectiveness  Measures the call center’s effectiveness in supporting the company’s business mission  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 Measure
  • 28© MetricNet, LLC, www.metricnet.com Some Common Operational Metrics  Cost per Contact  Cost per Minute of Handle Time Cost Productivity Service Level Quality Call HandlingAgent  Average Speed of Answer (ASA)  Call Abandonment Rate  % Answered Within 30 Seconds  Percent of Calls Blocked  Agent Utilization  Contacts per Agent per Month  Customer Satisfaction  Call Quality  First Contact Resolution Rate  Agent Occupancy  Agent Turnover  Daily Absenteeism  New Agent Training Hours  Annual Agent Training Hours  Agents as % of Total FTE’s  Schedule Adherence  Agent Tenure  Agent Job Satisfaction  Call Handle Time  After Call Work Time  IVR Completion Rate  Agent-less Completion Rate  % of Calls Transferred Measure And there are hundreds more!!
  • 29© MetricNet, LLC, www.metricnet.com Business Effectiveness Metrics  Business effectiveness metrics are highly dependent upon the services you are offering  No “standard” set of measures  Generally related to product sales, customer retention, and revenue production and/or recovery  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 Measure
  • 30© MetricNet, LLC, www.metricnet.com Some Common Business Effectiveness Metrics  Cross-sell/upsell conversion rate (%)  Number of Payment plans establishedCredit Card Lending Cable TV Telecom  Number of loans originated  Average loan size and duration  Number of Appointments scheduled  Product count for new accounts  Percent of billing inquiries resolved  Customer cross-sell/upsell percentage Retirement  Rollover IRA conversion rate (%)  Number of Variable annuity accounts opened Measure Collections  Average Balance Saved (ABS)  Promises kept (%) Tech Support  First Level Resolution Rate  % Escalated Level 1 Resolvable
  • 31© MetricNet, LLC, www.metricnet.com Some Common Operational Metrics  Cost per Contact  Cost per Minute of Handle Time Cost Productivity Service Level Quality Call HandlingAgent  Average Speed of Answer (ASA)  Call Abandonment Rate  % Answered Within 30 Seconds  Percent of Calls Blocked  Agent Utilization  Contacts per Agent per Month  Customer Satisfaction  Call Quality  First Contact Resolution Rate  Agent Occupancy  Agent Turnover  Daily Absenteeism  New Agent Training Hours  Annual Agent Training Hours  Agents as % of Total FTE’s  Schedule Adherence  Agent Tenure  Agent Job Satisfaction  Call Handle Time  After Call Work Time  IVR Completion Rate  Agent-less Completion Rate  % of Calls Transferred Measure And there are hundreds more!!
  • 32© MetricNet, LLC, www.metricnet.com Operational Metrics: Which Ones Really Matter? Measure  Cost per ContactCost Productivity Quality Call Handling  Agent Utilization  Customer Satisfaction  First Contact Resolution Rate (or other driver of Customer Satisfaction) Agent  Agent Job Satisfaction Aggregate  Balanced Scorecard Read MetricNet’s whitepaper on Call Center Performance Metrics. Go to www.metricnet.com to get your copy!
  • 33© MetricNet, LLC, www.metricnet.com Controllable vs. Non-Controllable KPI’s Causal Factors  Cost and Quality are the Macro Measures  The Macro Measures tell the story of your performance  They are good for communicating the performance of the Call Center  But you cannot control them directly  The Causal Factors influence the volume and mix of work performed by the Call Center  The Call Center has very little control over the Causal Factors  They are a function of your business environment  Quality, Productivity, Service Level, Agent, and Call Handling are the underlying drivers of performance  These are the metrics that drive your performance  You can control these metrics directly  It is through these metrics that you can influence the Macro Measures, and improve your performance Drivers Macro Measures Measure
  • 34© MetricNet, LLC, www.metricnet.com The Foundation Metrics: Cost and Quality  Cost per ContactCost Productivity Quality Call Handling  Agent Utilization  Customer Satisfaction  First Contact Resolution Rate (or other driver of Customer Satisfaction) Agent  Agent Job Satisfaction Aggregate  Balanced Scorecard Measure
  • 35© MetricNet, LLC, www.metricnet.com© MetricNet, LLC, www.metricnet.com Cost vs. Quality Lower Cost Cost (Efficiency) Quality(Effectiveness) Top Quartile Efficient and Effective Lower Quartile Middle Quartiles Effective but not Efficient Middle Quartiles Efficient but not Effective Your Call Center Peer Group Higher Cost Lower Quality Higher Quality Measure
  • 36© MetricNet, LLC, www.metricnet.com Operational Metrics: The Balanced Scorecard Measure  Cost per ContactCost Productivity Quality Call Handling  Agent Utilization  Customer Satisfaction  First Contact Resolution Rate (or other driver of Customer Satisfaction) Agent  Agent Job Satisfaction Aggregate  Balanced Scorecard
  • 37© MetricNet, LLC, www.metricnet.com 37© MetricNet, LLC, www.metricnet.com Aggregate Metrics: The Balanced Scorecard Step 1 Six critical performance metrics have been selected for the scorecard Step 2 Each metric has been weighted according to its relative importance Step 3 For each performance metric, the highest and lowest performance levels in the benchmark are recorded 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 Step 6 Your balanced score for each metric is calculated: metric score X weighting Measure Worst Case Best Case Cost/Contact 25.0% $35.00 $6.00 $18.44 57.1% 14.3% Customer Satisfaction 25.0% 60.0% 97.0% 73.2% 35.7% 8.9% Agent Utilization 10.0% 30.0% 85.0% 51.7% 39.5% 3.9% First Contact Resolution Rate 15.0% 25.0% 95.0% 68.3% 61.9% 9.3% Agent Satisfaction 20.0% 34.6% 88.3% 74.0% 73.4% 14.7% Average Speed of Answer (sec) 5.0% 140.0 10.0 52.0 67.7% 3.4% Total 100.0% N/A N/A N/A N/A 54.5% Metric Score Balanced ScorePerformance Metric Metric Weighting Benchmark Performance Range Your Actual Performance 37
  • 38© MetricNet, LLC, www.metricnet.com 0.0% 10.0% 20.0% 30.0% 40.0% 50.0% 60.0% 70.0% 80.0% 90.0% 100.0% CallCenterBalancedScores Balanced Scorecard Benchmark* *The scores shown in the chart are based upon the performance metrics, weightings, and data ranges shown on the previous page. Measure High 87.5% Average ----- 50.2% Median 49.6% Low 12.6% Your Score 54.5% Call Center Scores Key Statistics
  • 39© MetricNet, LLC, www.metricnet.com 40% 45% 50% 55% 60% 65% 70% 75% 80% 85% Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec CallCenterBalancedScore 12 Month Average Monthly Score Overall Call Center Scorecard Trend Measure
  • 40© MetricNet, LLC, www.metricnet.com Now, Track and Trend Your Performance 80% 65% $17.00 AGENT UTILIZATION J F M A M J J A FIRST CONTACT RESOLUTION J F M A M J J A COST PER CONTACT J F M A M J J A CUSTOMER SATISFACTION J F M A M J J A 5% 80% 90% CALL ABANDONMENT J F M A M J J A Measure BALANCED SCORE J F M A M J J A COST PER CONTACT CUSTOMER SATISFACTION FIRST CALL RESOLUTION RATEAGENT UTILIZATION AGENT SATISFACTION CALL ABANDONMENT RATE
  • 41© MetricNet, LLC, www.metricnet.com Diagnose Your Performance! Implement your action plan and improve performance 4. Implement Define actions to close the gap3. Prescribe Benchmark performance and conduct gap analysis 2. Diagnose Measure performance on an ongoing basis 1. Measure Description Model Component 4 3 2 1 Customer Enthusiasm Measure Diagnose Prescribe Implement
  • 42© MetricNet, LLC, www.metricnet.com Operational Metrics: Which Ones Really Matter?  Cost per ContactCost Productivity Quality Call Handling  Agent Utilization  Customer Satisfaction  First Contact Resolution Rate (or other driver of Customer Satisfaction) Agent  Agent Job Satisfaction Aggregate  Balanced Scorecard Diagnose Read MetricNet’s whitepaper on Call Center Performance Metrics. Go to www.metricnet.com to get your copy!
  • 43© MetricNet, LLC, www.metricnet.com Your Call Center Performance Performance of Benchmarking Peer Group Determine How Best in Class Achieve Superiority Adopt Selected Practices of Best in Class Build a Sustainable Competitive Advantage The ultimate objective of benchmarking COMPARE Diagnose The Benchmarking Methodology Read MetricNet’s whitepaper on Call Center Benchmarking. Go to www.metricnet.com to receive your copy!
  • 44© MetricNet, LLC, www.metricnet.com Cost per Contact Quality HigherLower Higher AFTER BENCHMARKING STARTING POINT: BEFORE BENCHMARKING BEST-IN-CLASS PERFORMANCE CURVE AVERAGE PERFORMANCE CURVE The Goal of Benchmarking Diagnose
  • 45© MetricNet, LLC, www.metricnet.com POLLING QUESTION
  • 46© MetricNet, LLC, www.metricnet.com POLLING QUESTION
  • 47© MetricNet, LLC, www.metricnet.com Benchmarking Performance Summary Diagnose Read MetricNet’s whitepaper on Benchmarking Peer Group Selection. Go to www.metricnet.com to get your copy! Sample Data Only! Not Intended for Benchmarking Purposes! Average Min Median Max Cost/Contact $28.17 $22.96 $6.59 $22.56 $38.44 First Level Resolution Rate 59.0% 81.0% 59.0% 83.0% 88.0% Contacts/Agent-Month 429 504 373 487 699 Agent Utilization 46.7% 53.1% 25.9% 53.9% 71.1% Average Speed of Answer (ASA) in seconds 18 45 12 34 187 Percent Answered in 30 Seconds or Less 86.6% 72.1% 36.5% 71.3% 100.0% Call Abandonment Rate 2.9% 8.1% 1.4% 7.6% 25.2% Call Quality 68.4% 79.9% 43.8% 75.8% 94.5% Customer Satisfaction 63.0% 79.0% 41.9% 75.5% 96.6% Annual Agent Turnover 29.5% 31.7% 1.7% 26.4% 94.0% Daily Absenteeism 19.2% 13.2% 0.1% 13.0% 29.8% New Agent Training Hours 36 79 20 69 241 Ongoing Agent Annual Training Hours 12 34 0 20 130 Agent Satisfaction (% satisfied or very satisfied) 71.0% 75.4% 33.8% 70.1% 94.5% Agents as a Percent of Total FTE's 77.9% 70.5% 57.1% 69.3% 88.4% Contact Handle Time (min:sec) 12:41 11:18 2:47 9:34 19:55 First Contct Resolution Rate 51.3% 71.2% 45.4% 67.8% 94.1% IVR Completion Rate 6.7% 22.0% 0.0% 18.9% 44.8% Agent Call Handling Cost Productivity Service Level Quality Metric Type Key Performance Indicator (KPI) Your Score Peer Group
  • 48© MetricNet, LLC, www.metricnet.com The Foundation Metrics: Cost and Quality Cost/Contact (Efficiency) Customer Satisfaction (Effectiveness) Diagnose
  • 49© MetricNet, LLC, www.metricnet.com Agent Utilization and First Contact Resolution Rate Cost/Contact Customer Satisfaction Agent Utilization First Contact Resolution Diagnose
  • 50© MetricNet, LLC, www.metricnet.com Agent Utilization Drives Cost per Contact $0 $5 $10 $15 $20 $25 $30 $35 $40 $45 20% 30% 40% 50% 60% 70% 80% Agent Utilization CostperContact Diagnose
  • 51© MetricNet, LLC, www.metricnet.com Agent Utilization Defined Agent Utilization ((Average number of inbound calls handled by an agent in a month) X (Average inbound handle time in minutes) + (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 = Diagnose
  • 52© MetricNet, LLC, www.metricnet.com First Contact Resolution Drives Customer Satisfaction 20% 40% 60% 80% 100% 20% 40% 60% 80% 100% First Contact Resolution CustomerSatisfaction Diagnose
  • 53© MetricNet, LLC, www.metricnet.com Service Levels: ASA and Abandonment Rate Cost/Contact Customer Satisfaction Agent Utilization First Contact Resolution Scheduling Efficiency Service Levels: ASA and AR Diagnose
  • 54© MetricNet, LLC, www.metricnet.com ASA Drives Cost per Contact $0.00 $5.00 $10.00 $15.00 $20.00 $25.00 $30.00 $35.00 $40.00 0 50 100 150 200 250 Average Speed of Answer (sec) CostperContact Diagnose
  • 55© MetricNet, LLC, www.metricnet.com Call Abandonment Rate Also Drives Cost per Contact $0.00 $5.00 $10.00 $15.00 $20.00 $25.00 $30.00 $35.00 $40.00 $45.00 0.0% 5.0% 10.0% 15.0% 20.0% 25.0% 30.0% Call Abandonment Rate CostperContact Diagnose
  • 56© MetricNet, LLC, www.metricnet.com ASA vs. Customer Satisfaction 0.0% 20.0% 40.0% 60.0% 80.0% 100.0% 0 5% 10% 15% 20% ASA as a % of Total Handle Time CustomerSatisfaction Diagnose
  • 57© MetricNet, LLC, www.metricnet.com Call Abandonment Rate vs. Customer Sat 0.0% 20.0% 40.0% 60.0% 80.0% 100.0% 0.0% 5.0% 10.0% 15.0% 20.0% 25.0% Call Abandonment Rate CustomerSatisfaction Diagnose
  • 58© MetricNet, LLC, www.metricnet.com Training Hours Impact First Contact Resolution Rate Cost/Contact Customer Satisfaction Agent Utilization First Contact Resolution Training Hours Scheduling Efficiency Service Levels: ASA and AR Diagnose
  • 59© MetricNet, LLC, www.metricnet.com New Agent Training Hours vs. First Contact Resolution 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% 0 50 100 150 200 250 300 350 New Agent Training Hours FirstContactResolutionRate Diagnose
  • 60© MetricNet, LLC, www.metricnet.com Veteran Agent Training vs. First Contact Resolution 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% 0 20 40 60 80 100 120 140 Annual Agent Training Hours FirstContactResolutionRate Diagnose
  • 61© MetricNet, LLC, www.metricnet.com Agent Satisfaction Cost/Contact Customer Satisfaction Agent Utilization First Contact Resolution Agent Satisfaction Absenteeism/ Turnover Scheduling Efficiency Service Levels: ASA and AR Diagnose
  • 62© MetricNet, LLC, www.metricnet.com Agent Satisfaction Drives Agent Turnover 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 50% 55% 60% 65% 70% 75% 80% 85% 90% 95% 100% Agent Satisfaction AnnualTurnover Diagnose
  • 63© MetricNet, LLC, www.metricnet.com Agent Satisfaction Impacts Customer Satisfaction 20% 30% 40% 50% 60% 70% 80% 90% 100% 50% 55% 60% 65% 70% 75% 80% 85% 90% 95% 100% Agent Satisfaction CustomerSatisfaction Diagnose
  • 64© MetricNet, LLC, www.metricnet.com Cause and Effect of Primary KPI’s Cost/Contact Customer Satisfaction Agent Utilization First Contact Resolution Agent Satisfaction Training Hours Absenteeism/ Turnover Scheduling Efficiency Service Levels: ASA and AR Diagnose
  • 65© MetricNet, LLC, www.metricnet.com Training Hours Drive Agent Satisfaction 40% 50% 60% 70% 80% 90% 100% 0 20 40 60 80 100 120 140 Veteran Agent Training Hours AgentSatisfaction Diagnose
  • 66© MetricNet, LLC, www.metricnet.com Benchmarking Performance Summary Diagnose Read MetricNet’s whitepaper on Benchmarking Peer Group Selection. Go to www.metricnet.com to get your copy! Sample Data Only! Not Intended for Benchmarking Purposes! Average Min Median Max Cost/Contact $28.17 $22.96 $6.59 $22.56 $38.44 First Level Resolution Rate 59.0% 81.0% 59.0% 83.0% 88.0% Contacts/Agent-Month 429 504 373 487 699 Agent Utilization 46.7% 53.1% 25.9% 53.9% 71.1% Average Speed of Answer (ASA) in seconds 18 45 12 34 187 Percent Answered in 30 Seconds or Less 86.6% 72.1% 36.5% 71.3% 100.0% Call Abandonment Rate 2.9% 8.1% 1.4% 7.6% 25.2% Call Quality 68.4% 79.9% 43.8% 75.8% 94.5% Customer Satisfaction 63.0% 79.0% 41.9% 75.5% 96.6% Annual Agent Turnover 29.5% 31.7% 1.7% 26.4% 94.0% Daily Absenteeism 19.2% 13.2% 0.1% 13.0% 29.8% New Agent Training Hours 36 79 20 69 241 Ongoing Agent Annual Training Hours 12 34 0 20 130 Agent Satisfaction (% satisfied or very satisfied) 71.0% 75.4% 33.8% 70.1% 94.5% Agents as a Percent of Total FTE's 77.9% 70.5% 57.1% 69.3% 88.4% Contact Handle Time (min:sec) 12:41 11:18 2:47 9:34 19:55 First Contct Resolution Rate 51.3% 71.2% 45.4% 67.8% 94.1% IVR Completion Rate 6.7% 22.0% 0.0% 18.9% 44.8% Agent Call Handling Cost Productivity Service Level Quality Metric Type Key Performance Indicator (KPI) Your Score Peer Group
  • 67© MetricNet, LLC, www.metricnet.com Summary of Operational KPI Correlations Cost per Contact Customer Satisfaction Agent Utilization First Contact Resolution Agent Satisfaction Coaching Career Path Training Hours Call Quality Handle Time Agents/ Total FTE’s Absenteeism/ Turnover First Level Resolution Scheduling Efficiency Service Levels: ASA and AR Diagnose
  • 68© MetricNet, LLC, www.metricnet.com Agent Salary vs. Average Balance Saved (ABS) Diagnose 20% 40% 60% 80% 100% $20,000 $30,000 $40,000 $50,000 $60,000 Annual Agent Compensation Collections:AverageBalanceSaved(ABS)
  • 69© MetricNet, LLC, www.metricnet.com Agent Salary vs. Operating Cost/Revenue Diagnose 0% 30% 60% 90% 120% $20,000 $30,000 $40,000 $50,000 $60,000 Annual Agent Compensation OperatingCost/Revenue
  • 70© MetricNet, LLC, www.metricnet.com CSR Lead Referrals Lead referrals are strongly influenced by incentive dollars 0 20 40 60 80 100 120 $0 $5 $10 $15 $20 $25 $30 Incentive Dollars per Referral MonthlyLeadsReferred Diagnose
  • 71© MetricNet, LLC, www.metricnet.com Direct Channel Sales Incentive Incentive Compensation is strongly linked to sales consultant productivity 0 25 50 75 100 125 0% 10% 20% 30% 40% 50% 60% 70% 80% Incentive Comp as % of Total NumberofUnitSalesperMonth Diagnose
  • 72© MetricNet, LLC, www.metricnet.com Question & Answer
  • 73© MetricNet, LLC, www.metricnet.com Prescribe Actions to Close the Gap! Implement your action plan4. Implement Define actions to close the gap and improve performance 3. Prescribe Benchmark performance and conduct gap analysis 2. Diagnose Measure performance on an ongoing basis 1. Measure Description Model Component 4 3 2 1 Customer Enthusiasm Measure Diagnose Prescribe Implement
  • 74© MetricNet, LLC, www.metricnet.com Best Practices: Performance Measurement Prescribe Performance Measurement: Best Demonstrated Practices Affected KPI’s CostperCall CustomerSat AgentUtilization FirstCallRes CallQuality HandleTime AgentTurnover Business Effectiveness Metrics, goals, diagnosis and accountability Performance metrics and goals drive individual accountability and facilitate diagnosis of performance strengths, issues, gaps and call quality improvements. Cost and customer satisfaction Cost and customer satisfaction results measure efficiency and effectiveness, and are two critical indicators for call center operations. Formal measurements & performance compliance 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 A balanced scorecard provides an aggregate measure of call center performance. Management Reporting Reporting is targeted and timed to have maximum impact on key individuals and stakeholder groups in the company.
  • 75© MetricNet, LLC, www.metricnet.com Best Practices: Human Resources Prescribe Human Resources: Best Demonstrated Practices Affected KPI’s CostperCall CustomerSat AgentUtilization FirstCallRes CallQuality HandleTime AgentTurnover Business Effectiveness Recruitment Recruiting is a rigorous and holistic process that measures specific agent competencies, and matches those competencies to the needs of the call center. Training 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 Pathing 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. Retention 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. Coaching and Feedback 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. Performance Standards Call center agents are held accountable for minimum performance standards with incentives for surpassing, and disincentives for falling short of the standard. Performance goals cover both quality and productivity.
  • 76© MetricNet, LLC, www.metricnet.com Best Practices: Call Handling Processes Prescribe Call Handling Processes: Best Demonstrated Practices Affected KPI’s CostperCall CustomerSat AgentUtilization FirstCallRes CallQuality HandleTime AgentTurnover Business Effectiveness Standardization Call handling processes are repeatable and standardized, while still allowing for agent judgment and experience. Call Volume Management 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. Measurement Management Call centers must aggressively pursue and identify meaningful performance indicators, measure and report against them and analyze the results for significant trend analysis. Continuous Improvement Call center has a true culture of excellence through continuous improvement in the delivery of customer services. Customer- Centricity Improved customer satisfaction, accessibility and usability are the primary design drivers in the call center.
  • 77© MetricNet, LLC, www.metricnet.com Best Practices: Technology Prescribe Technology: Best Demonstrated Practices Affected KPI’s CostperCall CustomerSat AgentUtilization FirstCallRes CallQuality HandleTime AgentTurnover Business Effectiveness Technology Hierarchy Technology enhances the speed and quality of each transaction. It supplements people and process, but does not replace them. Strategic Alignment of Technology Call center technology is consistent with, and supports the strategies of the call center and the enterprise overall. Vendor Management Vendors are actively managed to ensure the adoption of appropriate technology, and good value in technology purchases. The buyer drives the vendor relationship. Call Management Customer Tools The call center and its agents have access to real-time tools that optimize call flow management, call logging and tracking to achieve resolution. Knowledge Management Knowledge capture and customer history are used to enhance the value of each customer interaction .
  • 78© MetricNet, LLC, www.metricnet.com Closing the Cost Gap Prescribe KPI Performance Target Key Drivers Performance Target Best Practice Prescription Cost per Contact Varies Agent Utilization 60%  Reduce headcount if appropriate  Improve workforce scheduling practices  Establish agent utilization goal  Eliminate back shift if appropriate Average Speed of Answer 45 sec  Increase ASA service level target if appropriate Call Abandon Rate 6%  Increase Call Abandon target if appropriate Ratio of Agents to Total FTE’s 85%  Reduce indirect headcount, and bring Agent to Total Headcount ratio into alignment with industry average
  • 79© MetricNet, LLC, www.metricnet.com Closing the Customer Satisfaction Gap Prescribe KPI Performance Target Key Drivers Performance Target Best Practice Prescription Customer Satisfaction 90% First Contact Resolution Rate 80%  Establish an FCR goal  Provide additional agent training  Establish FCR as a key objective in the call center Call Quality 90+%  Establish a Call Quality target  Provide additional agent training Call Handle Time Varies  Establish a handle time target  Provide additional agent training Customer Service Soft Skills Varies  Provide additional agent training
  • 80© MetricNet, LLC, www.metricnet.com Closing the Agent Utilization Gap Prescribe  Increase ASA service level target if appropriate 45 seconds Average Speed of Answer KPI Performance Target Key Drivers Performance Target Best Practice Prescription Agent Utilization 60% Headcount Varies  Improve workforce scheduling practices  Establish agent utilization goal  Eliminate back shift if appropriate  Rightsize to achieve desired utilization Contacts Handled per Agent per Month Varies  Establish an agent contact volume goal Occupancy 90+%  Establish an agent occupancy target  Improve workforce scheduling practices Schedule Adherence 90+%  Establish a Schedule Adherence target  Improve workforce scheduling practices
  • 81© MetricNet, LLC, www.metricnet.com Closing the First Contact Resolution Gap Prescribe KPI Performance Target Key Drivers Performance Target Best Practice Prescription First Contact Resolution Rate 80% New Agent Training Hours 200+ hours  Establish an FCR target  Provide additional agent training  Establish FCR as a key objective Veteran Agent Training Hours 100+ hours  Establish an FCR target  Provide additional agent training  Establish FCR as a key objective Call Quality 90+%  Establish a Call Quality target  Provide additional agent training Knowledge Mgmt. Varies  Maintain a solutions knowledgebase
  • 82© MetricNet, LLC, www.metricnet.com Closing the Agent Satisfaction Gap Prescribe KPI Performance Target Key Drivers Performance Target Best Practice Prescription Agent Satisfaction 85% New Agent Training Hours 200+ hours  Provide additional training opportunities for new agents Veteran Agent Training Hours 100+ hours  Provide additional training opportunities for veteran agents Career Path Varies  Document agent career path alternatives Coaching/ Feedback Monthly  Provide monthly, one-on-one coaching Rewards & Incentives Monthly  Offer monthly rewards and incentives  Monetary as well as non-monetary
  • 83© MetricNet, LLC, www.metricnet.com 83© MetricNet, LLC, www.metricnet.com The Sales Effectiveness Scorecard Step 1 Five critical performance metrics have been selected for the scorecard Step 2 Each metric has been weighted according to its relative importance Step 3 For each performance metric, the highest and lowest performance levels in the benchmark are recorded 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 Step 6 Your balanced score for each metric is calculated: metric score X weighting Prescribe Worst Case Best Case Sales $ per Rep per Month 25.0% $21,490.00 $43,867.00 $24,922.00 15.3% 3.8% Policies Sold per Rep per Month 25.0% 36.5 61.9 42.0 21.7% 5.4% Average Size of Sale 20.0% $413 $791 $553 37.0% 7.4% % of Contacts Yielding a Sale 20.0% 4.8% 12.7% 9.3% 57.0% 11.4% Number of Units per Sale 10.0% 1.02 1.88 1.29 31.4% 3.1% Total 100.0% N/A N/A N/A N/A 31.2% Performance Range Metric WeightingPerformance Metric Balanced Score Your Actual Performance Metric Score 83
  • 84© MetricNet, LLC, www.metricnet.com Sales Effectiveness Benchmark 0.0% 10.0% 20.0% 30.0% 40.0% 50.0% 60.0% 70.0% 80.0% 90.0% SalesEffectivenessScore High 76.9% Average ----- 51.5% Median 52.6% Low 16.0% Your Score 31.2% Sales Effectiveness Scores Key Statistics Prescribe
  • 85© MetricNet, LLC, www.metricnet.com Summary of Sales Effectiveness KPI Correlations Sales Effectiveness Sales $ per Rep per Month Training HoursCareer Path Coaching Prescribe Policies Sold per Rep per Month Average Size of Sale % of Contacts Yielding a Sale Number of Units per Sale Sales Rep Effectiveness Incentive Compensation Sales Rep Satisfaction
  • 86© MetricNet, LLC, www.metricnet.com Implement Your Action Plan! Implement your action plan and improve performance 4. Implement Define actions to close the gap3. Prescribe Benchmark performance and conduct gap analysis 2. Diagnose Measure performance on an ongoing basis 1. Measure Description Model Component 4 3 1 Customer Enthusiasm Measure Diagnose Prescribe Implement 2
  • 87© MetricNet, LLC, www.metricnet.com Create a balanced scorecard Document agent career path options Define agent performance standards Implement call monitoring Now Implement Your Action Plan! Implement JAN FEB MAR APR MAY JUN JUL AUG SEP OCT NOV DEC Document call handling standards Begin customer sat surveys Establish root cause anal- ysis program Rewrite IVR menus
  • 88© MetricNet, LLC, www.metricnet.com High Med Low URGENCY RELATIVECOST RELATIVE IMPACT HigherLower Higher 10 1 6 8 9 4 Prioritizing Your Action Plan Implement 2 5 3 7
  • 89© MetricNet, LLC, www.metricnet.com DOMAIN PERFORMANCE METRIC CURRENT PERFORMANCE PERFORMANCE GOAL Cost per Contact $7.90 $6.00 Customer satisfaction 71% 80% Agent Utilization 49% 60% First contact resolution 61% 70% Agent Satisfaction 56% 75% CALL CENTER Balanced Score 52% 70% Customer satisfaction By individual 85% Number of contacts handled per month By individual 650 Call quality By individual 90 out of 100 AGENT First Contact Resolution By individual 75% And Establish Performance Goals  Define KPI’s to track and trend  Measure baseline performance  Establish “stretch” goals for each KPI  Measure performance at least monthly  Post performance trends and periodically reset goals Implement
  • 90© MetricNet, LLC, www.metricnet.com 90© MetricNet, LLC, www.metricnet.com Implement The CSR Scorecard Worst Case Best Case Inbound Contacts Handled 25.0% 350 550 447 48.7% 12.2% Customer Satisfaction 20.0% 60.0% 95.0% 90.0% 85.7% 17.1% Technician Utilization 15.0% 30.0% 60.0% 41.5% 38.4% 5.8% First Contact Resolution Rate 15.0% 60.0% 90.0% 85.0% 83.3% 12.5% Teamwork 10.0% 1 5 4 75.0% 7.5% Initiative 10.0% 1 5 3 50.0% 5.0% Mentoring 5.0% 1 5 5 100.0% 5.0% Total 100.0% N/A N/A N/A N/A 65.1% Metric Score Balanced ScorePerformance Metric Metric Weighting Benchmark Performance Range Your Actual Performance 90© MetricNet, LLC, www.metricnet.com Step 1 Seven critical performance metrics have been selected for the scorecard Step 3 For each performance metric, the highest and lowest performance levels in the benchmark are recorded Step 4 The technician’s actual performance for each metric is recorded in this column Step 5 The technician’s score for each metric is then calculated: (worst case – actual performance) / (worst case –best case) X 100 Step 6 The technician’s balanced score for each metric is calculated: metric score X weighting Step 2 Each metric has been weighted according to its relative importance 90
  • 91© MetricNet, LLC, www.metricnet.com Monthly Agent Performance Postings Sep Aug Jul Jun May Apr 11 1 95.8% 98.0% 97.1% 95.7% 98.3% 97.3% 97.0% 32 2 92.8% 92.1% 90.3% 89.3% 84.6% 92.2% 90.2% 21 3 91.5% 88.5% 83.2% 94.0% 93.7% 93.5% 90.7% 35 4 91.0% 86.8% 85.2% 78.5% 80.5% 68.2% 81.7% 14 5 89.5% 89.1% 90.0% 90.1% 92.3% 92.1% 90.5% 26 6 83.8% 84.4% 90.2% 86.5% 77.8% 63.9% 81.1% 25 7 83.0% 73.6% 81.9% 72.1% 84.8% 87.9% 80.5% 15 8 70.4% 66.6% 53.3% 56.3% 56.6% 39.0% 57.0% 20 9 64.9% 66.5% 70.1% 56.9% 40.9% 72.7% 62.0% 31 10 62.3% 47.4% 22.7% 38.4% 26.0% 93.0% 48.3% 16 11 61.0% 62.8% 54.5% 45.9% 41.7% 62.7% 54.8% 17 12 57.9% 42.1% 32.3% 71.6% 60.3% 60.3% 54.1% 33 13 56.8% 75.5% 64.8% 80.3% 79.7% 73.5% 71.8% 13 14 52.2% 34.9% 61.0% 52.8% 58.9% 48.7% 51.4% 24 15 48.9% 66.7% 86.9% 87.7% 83.6% 74.5% 74.7% 28 16 46.4% 45.5% 19.3% 40.3% 28.8% 32.4% 35.4% 27 17 43.7% 26.5% 31.5% 24.3% 22.2% 17.2% 27.6% 19 18 41.5% 28.4% 50.1% 48.1% 71.1% 81.0% 53.4% 23 19 39.1% 52.3% 57.1% 86.4% 87.7% 88.9% 68.6% 22 20 36.8% 18.7% 19.3% 52.9% 66.4% 64.3% 43.1% 12 21 36.6% 43.2% 33.1% 65.7% 69.0% 86.0% 55.6% 30 22 36.3% 22.6% 23.5% 85.8% 81.5% 70.3% 53.3% 29 23 34.1% 44.9% 50.2% 28.3% 48.9% 36.9% 40.5% 34 24 33.4% 37.9% 23.1% 21.7% 29.7% 22.6% 28.0% 18 25 32.6% 68.4% 80.4% 88.4% 83.8% 91.6% 74.2% 59.3% 58.5% 58.0% 65.5% 66.0% 68.4% 62.6% Monthly Ranking Monthly Average Technician Number Monthly Scorecard Performance Six Month Average Implement Agent
  • A Call to Action: Your Opportunity to Excel! 92© MetricNet, LLC, www.metricnet.com
  • 93© MetricNet, LLC, www.metricnet.com A Mandate for Action! 4. Implement 3. Prescribe 2. Diagnose 1. Measure Four Simple Steps 4 3 2 1 Customer Enthusiasm Measure Diagnose Prescribe Implement
  • 94© MetricNet, LLC, www.metricnet.com 1. Start by Measuring Your Performance 1. Begin measuring your performance on an ongoing basis  Small number of metrics – less is more!  Operational measures  Business effectiveness measures  Include a balanced scorecard Measure 4 3 2 1 Customer Enthusiasm Measure Diagnose Prescribe Implement
  • 95© MetricNet, LLC, www.metricnet.com 2. Now Benchmark Your Call Center Diagnose 4 3 2 1 Customer Enthusiasm Measure Diagnose Prescribe Implement 2. Benchmark your call center performance  Select an appropriate benchmarking peer group  Use KPI’s defined in this webcast  Identify performance gaps  Diagnose the underlying drivers of the performance gaps
  • 96© MetricNet, LLC, www.metricnet.com 3. Develop an Action Plan Based on Benchmarking Results 3. Develop a simple action plan  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 4 3 2 1 Customer Enthusiasm Measure Diagnose Prescribe Implement
  • 97© MetricNet, LLC, www.metricnet.com 4. Now, Put Your Plan Into Action! 4. Implement your action plan!  Build buy-in from the start  Assign ownership/ accountability  Establish performance goals  Monitor progress over time  Expect positive, measurable results! Implement 4 3 1 Customer Enthusiasm Measure Diagnose Prescribe Implement 2
  • 98© MetricNet, LLC, www.metricnet.com Your Opportunity to Excel!  Performance Measurement in the Call Center Should be a Holistic Discipline  Successful Measurement Goes Well Beyond Tracking and Trending to Produce Actionable Insights  Near Term Goal Improved Performance  Ultimate Goal World-Class Performance  Effective Performance Measurement and Management is the Key to Becoming World-Class  The Key to Getting Results is to Take Action!
  • 99© MetricNet, LLC, www.metricnet.com Four Easy Ways to Get Started 4 3 2 1 Customer Enthusiasm Measure Diagnose Prescribe Implement 1. Connect with MetricNet on Social Media 3. Download MetricNet’s Best Practices Whitepapers 4. Purchase a MetricNet Call Center Benchmark 2. Register for Future MetricNet Webcasts Four Opportunities to Get Started!
  • 100© MetricNet, LLC, www.metricnet.com Connect With MetricNet on Social Media Company Page Best Practices in Call Centers - Group Best Practices in Customer Satisfaction - Group Best Practices in Desktop Support - Group Best Practices in Service Desks - Group Company PageBest Practices in Service Desks - Community Best Practices in Desktop Support - Community Best Practices in Customer Satisfaction - Community Best Practices in Call Centers - Community © MetricNet, LLC, www.metricnet.com
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  • 102© MetricNet, LLC, www.metricnet.com Upcoming MetricNet Webcasts Register at www.metricnet.com  August 6  Service Desk Best Practices  September 10  Best Practices in Desktop Support  October 15  The Economic Impact of Support  November 12  Call Center Best Practices  December 10  The Zen of Support For more information on Industry Best Practices, please register for MetricNet’s FREE upcoming webcasts
  • 103© MetricNet, LLC, www.metricnet.com Download MetricNet’s Best Practices Whitepapers Download at www.metricnet.com © MetricNet, LLC, www.metricnet.com 103
  • MetricNet Benchmarks MetricNet Benchmarks Peer Group Benchmarks Industry Benchmarks Benchmarking Data Files © MetricNet, LLC, www.metricnet.com 104  Custom Benchmark  Unique Peer Group  Industry Benchmarking Reports by geography  Custom Benchmarking Data in Excel format
  • MetricNet Peer Group Benchmarking © MetricNet, LLC, www.metricnet.com 105
  • 106© MetricNet, LLC, www.metricnet.com MetricNet Industry Benchmarks
  • 107© MetricNet, LLC, www.metricnet.com Benchmarking Data Files Benchmark: Cost Geography: United States Process: Customer Service Sector: All Sample Data Values Record Number Cost per Minute of Inbound Handle Time Customer Satisfaction Agent Utilization Net First Contact Resolution Rate Agent Job Satisfaction Average Speed of Answer (seconds) Cost per Inbound Contact Inbound Contacts per Agent per Month Agents as a % of Total Headcount % of Calls Answered in 30 Seconds Call Abandonment Rate Call Quality Annual Agent Turnover Daily Agent Absenteeism Agent Occupancy Agent Schedule Adherence New Agent Training Hours Annual Agent Training Hours Agent Tenure (months) Inbound Contact Handle Time (all contacts) (minutes) IVR Completion Rate 1 $1.36 53.7% 64.2% 51.1% 43.7% 83 $5.38 80 52.3% 19.1% 11.1% 47.7% 22.8% 7.4% 52.0% 52.4% 45 3 34.2 4.62 41.2% 2 $3.28 52.5% 34.8% 51.0% 39.8% 42 $3.31 203 58.8% 42.7% 2.0% 48.9% 17.0% 8.4% 56.8% 48.0% 76 25 31.7 4.27 21.4% 3 $3.21 41.9% 32.6% 50.0% 58.6% 23 $12.97 738 49.6% 38.0% 1.5% 48.3% 49.4% 5.5% 55.5% 55.2% 83 0 16.2 8.05 0.0% 4 $0.99 48.5% 53.8% 44.5% 40.4% 61 $7.48 168 49.9% 64.2% 4.6% 61.0% 66.7% 8.0% 51.1% 48.1% 125 16 20.1 10.06 12.3% 5 $1.51 58.2% 26.3% 46.4% 49.6% 14 $3.64 249 49.4% 61.1% 1.8% 45.8% 29.9% 4.8% 48.3% 52.6% 116 29 35.0 6.81 7.4% 6 $0.50 54.8% 38.7% 54.5% 45.1% 30 $6.66 216 45.0% 47.5% 1.8% 48.3% 42.2% 9.2% 60.6% 48.5% 42 4 40.5 3.95 28.9% 7 $4.30 53.0% 55.2% 44.9% 57.4% 30 $3.84 588 51.4% 50.7% 2.4% 48.6% 37.0% 5.5% 46.1% 50.7% 130 50 15.3 1.93 0.0% 8 $4.13 41.8% 64.6% 59.2% 50.8% 17 $2.34 194 58.4% 45.6% 2.1% 49.5% 29.8% 8.3% 55.3% 52.9% 70 2 42.3 6.54 14.7% 9 $4.97 44.6% 66.0% 57.3% 49.1% 15 $23.96 77 47.7% 51.4% 2.5% 48.5% 64.7% 6.1% 36.5% 51.7% 175 12 14.9 17.88 0.0% 10 $1.87 43.0% 44.1% 47.4% 58.3% 36 $14.79 170 47.2% 48.1% 3.9% 52.8% 58.7% 7.4% 38.9% 45.3% 52 29 26.5 8.27 63.3% 11 $1.88 43.6% 56.8% 49.1% 41.8% 17 $5.49 487 59.2% 54.2% 1.6% 50.5% 30.7% 11.9% 57.3% 55.6% 125 54 31.5 5.76 0.2% 12 $0.81 46.1% 34.8% 48.1% 57.5% 20 $3.59 667 47.0% 55.2% 1.1% 48.0% 38.4% 16.8% 49.9% 54.7% 68 4 41.4 4.41 52.9% 13 $2.03 47.4% 35.2% 54.1% 57.7% 8 $12.91 318 53.1% 52.8% 2.7% 50.1% 68.3% 7.7% 64.4% 52.8% 81 10 16.9 9.57 32.8% 14 $1.35 51.4% 50.3% 41.6% 60.1% 21 $5.39 681 49.9% 53.8% 2.1% 53.6% 40.7% 10.0% 45.6% 55.0% 61 29 20.2 1.17 17.9% 15 $2.72 51.3% 38.2% 49.2% 49.5% 74 $1.02 1240 44.9% 39.6% 3.0% 52.1% 35.1% 5.3% 36.5% 48.0% 106 122 51.5 2.84 0.0% 16 $3.50 42.8% 48.7% 51.2% 50.6% 93 $5.24 261 49.5% 42.4% 3.2% 44.7% 29.3% 5.7% 43.6% 51.0% 181 5 26.9 6.01 0.0% 17 $1.17 50.3% 67.7% 46.3% 52.5% 25 $10.96 54 54.2% 53.6% 2.5% 52.2% 19.6% 7.7% 49.3% 46.0% 375 17 77.5 10.94 30.1% 18 $0.82 56.6% 27.6% 48.3% 50.6% 1 $4.02 560 47.4% 49.9% 2.4% 52.2% 42.8% 1.5% 42.2% 42.0% 207 10 31.5 7.19 52.9% 19 $2.74 45.4% 55.6% 56.5% 56.0% 19 $20.06 271 43.8% 43.8% 2.3% 49.9% 91.8% 18.3% 67.0% 55.1% 2 17 28.6 10.74 0.0% 20 $3.62 50.3% 62.3% 50.8% 48.6% 29 $4.34 468 45.8% 51.3% 4.9% 47.2% 23.8% 6.8% 49.6% 48.0% 132 41 28.5 6.34 22.4% 21 $3.27 40.8% 55.2% 60.1% 52.4% 105 $4.53 208 41.0% 50.1% 9.1% 43.3% 66.5% 12.9% 58.7% 47.6% 86 69 30.8 1.92 41.1% 22 $4.29 56.5% 63.4% 50.8% 45.4% 85 $12.61 305 45.2% 40.6% 7.6% 52.9% 39.0% 12.6% 52.4% 53.6% 178 3 28.6 19.63 76.1% 23 $3.65 48.4% 65.9% 45.2% 52.5% 7 $3.98 363 56.0% 47.9% 2.1% 47.6% 32.0% 2.5% 66.0% 48.5% 98 0 18.1 6.62 24.1% 24 $3.01 53.1% 71.9% 60.5% 56.8% 10 $10.93 223 55.3% 40.3% 2.1% 52.4% 27.9% 4.6% 48.7% 50.4% 96 31 44.2 3.52 5.5% 25 $3.43 51.1% 37.2% 57.8% 47.3% 22 $6.78 181 50.9% 43.1% 3.0% 46.8% 25.0% 6.2% 45.9% 52.9% 96 19 73.7 7.91 3.9% 26 $1.94 54.5% 32.9% 49.9% 43.0% 126 $3.60 464 50.9% 47.8% 5.9% 47.9% 77.8% 18.6% 48.1% 44.3% 75 0 10.3 4.93 8.1% 27 $4.34 56.2% 55.9% 50.2% 52.3% 62 $4.96 428 53.2% 28.0% 9.1% 48.7% 8.9% 9.1% 50.5% 47.4% 75 0 64.2 7.98 0.0% 28 $3.05 58.1% 38.6% 48.4% 64.7% 56 $8.44 313 45.7% 44.9% 9.2% 39.8% 47.2% 6.5% 45.4% 47.9% 46 15 34.2 9.10 4.6% 29 $3.58 49.3% 31.2% 46.7% 41.8% 21 $4.02 825 45.7% 42.5% 1.3% 48.8% 41.0% 1.7% 44.8% 46.2% 168 46 39.5 1.32 83.0% 30 $1.57 49.2% 55.2% 50.0% 65.8% 11 $0.75 521 47.4% 47.9% 1.4% 51.6% 56.1% 13.8% 52.4% 56.6% 118 3 17.9 2.30 2.7% 31 $3.70 43.3% 39.3% 46.6% 37.8% 52 $8.41 349 47.8% 35.9% 4.9% 46.2% 31.8% 8.6% 51.1% 48.6% 37 3 54.4 16.18 31.4% 32 $3.68 56.8% 34.1% 48.4% 39.3% 88 $5.08 314 51.0% 41.5% 4.6% 54.2% 21.5% 5.6% 52.6% 47.2% 46 26 78.6 8.40 62.1% 33 $4.23 47.8% 69.2% 56.4% 50.8% 22 $2.10 963 49.7% 30.2% 4.2% 56.4% 26.8% 3.5% 43.7% 49.2% 112 16 21.5 3.00 27.1% 34 $3.76 60.1% 63.6% 40.9% 61.0% 127 $1.25 844 53.2% 61.7% 20.0% 57.0% 30.3% 16.4% 59.5% 52.9% 53 16 30.2 3.40 58.6% 35 $4.80 50.0% 42.7% 45.3% 53.4% 19 $2.14 290 47.5% 54.2% 1.2% 47.9% 26.5% 10.0% 48.3% 49.7% 137 11 28.3 2.87 40.4% 36 $2.11 50.1% 35.4% 48.9% 54.1% 10 $15.49 288 52.2% 59.4% 2.7% 39.5% 58.7% 5.0% 40.9% 49.2% 145 3 11.5 10.01 15.0% 37 $1.61 45.6% 34.7% 40.0% 43.6% 33 $5.27 1003 50.3% 47.9% 2.3% 50.8% 51.9% 7.6% 43.9% 47.7% 182 2 27.6 3.65 74.0% 38 $5.48 40.6% 61.7% 61.6% 48.7% 33 $3.84 361 54.8% 50.0% 1.6% 51.4% 44.9% 7.3% 38.4% 55.6% 33 19 36.8 2.41 0.0% 39 $5.00 47.4% 58.9% 42.9% 41.3% 3 $8.04 141 55.9% 46.0% 1.9% 52.4% 50.4% 7.6% 51.3% 52.9% 19 0 23.3 2.21 0.5% 40 $1.01 55.4% 51.5% 52.2% 59.8% 25 $2.01 291 49.6% 42.6% 1.6% 53.7% 61.5% 14.5% 52.4% 50.1% 91 0 4.0 3.16 0.0% 41 $1.20 39.0% 60.7% 51.0% 56.2% 25 $8.16 347 55.6% 43.5% 1.1% 54.6% 49.4% 7.0% 56.3% 48.6% 231 0 17.8 5.59 0.0% 42 $1.73 38.6% 44.1% 57.7% 64.6% 24 $2.76 1403 51.3% 29.8% 5.8% 56.8% 66.8% 5.6% 31.5% 59.6% 120 7 11.0 2.33 15.9% 43 $4.53 51.4% 25.5% 34.3% 30.3% 15 $6.42 293 57.7% 42.6% 3.1% 47.6% 87.9% 13.0% 43.8% 42.3% 109 5 9.1 7.23 0.0% 44 $4.53 42.5% 67.7% 58.2% 61.4% 34 $9.81 700 54.3% 35.2% 2.0% 53.5% 21.7% 10.6% 52.0% 53.0% 121 7 34.3 10.61 8.1% 45 $3.35 39.9% 37.1% 55.0% 44.9% 25 $11.36 445 45.6% 61.8% 3.2% 50.5% 81.6% 12.1% 45.2% 46.5% 166 0 29.8 11.88 0.0% 46 $4.19 58.0% 41.5% 44.4% 46.2% 56 $5.25 591 55.0% 61.6% 7.8% 59.3% 31.9% 8.3% 39.6% 53.2% 132 30 27.5 6.66 0.0% 47 $1.18 59.7% 31.3% 33.8% 43.0% 15 $7.35 112 39.9% 63.3% 2.6% 48.0% 52.0% 4.6% 45.8% 53.4% 159 8 33.1 1.77 0.0% 48 $5.45 60.4% 62.0% 42.6% 41.5% 14 $2.46 321 47.3% 54.7% 2.1% 46.7% 38.0% 7.9% 44.6% 52.4% 81 0 28.3 9.04 0.0% 49 $2.72 42.0% 39.4% 47.8% 48.6% 27 $2.18 687 47.2% 60.0% 9.6% 54.3% 33.4% 4.9% 48.2% 50.7% 78 2 41.3 1.08 20.0% Average $2.92 49.4% 48.3% 49.6% 50.3% 37 $6.68 434.0 50.2% 47.3% 3.9% 50.2% 43.4% 8.4% 49.2% 50.4% 109 17 31.5 6.41 20.4% Max $5.48 60.4% 71.9% 61.6% 65.8% 127 $23.96 1,403.0 59.2% 64.2% 20.0% 61.0% 91.8% 18.6% 67.0% 59.6% 375 122 78.6 19.63 83.0% Min $0.50 38.6% 25.5% 33.8% 30.3% 1 $0.75 54.0 39.9% 19.1% 1.1% 39.5% 8.9% 1.5% 31.5% 42.0% 2 0 4.0 1.08 0.0% Median $3.21 50.0% 48.7% 49.2% 50.6% 25 $5.25 321.0 49.9% 47.9% 2.5% 49.9% 39.0% 7.6% 48.7% 50.4% 98 10 28.6 6.01 12.3% Record Number Cost per Minute of Inbound Handle Time Customer Satisfaction Agent Utilization Net First Contact Resolution Rate Agent Job Satisfaction Average Speed of Answer (seconds) Cost per Inbound Contact Inbound Contacts per Agent per Month Agents as a % of Total Headcount % of Calls Answered in 30 Seconds Call Abandonment Rate Call Quality Annual Agent Turnover Daily Agent Absenteeism Agent Occupancy Agent Schedule Adherence New Agent Training Hours Annual Agent Training Hours Agent Tenure (months) Inbound Contact Handle Time (all contacts) (minutes) IVR Completion Rate Call Center Cost Benchmark: Sample Data SAMPLE DATA ONLY. DATA IS NOT ACCURATE!SAMPLE DATA ONLY. DATA IS NOT ACCURATE!
  • 108© MetricNet, LLC, www.metricnet.com You Can Reach MetricNet… By Phone… 703-992-7559 On Our Website… www.metricnet.com Or E-mail us… info@metricnet.com © MetricNet, LLC, www.metricnet.com
  • Question and Answer Call Center Best Practices Series
  • 110© MetricNet, LLC, www.metricnet.com Thank You! We look forward to serving you!
  • About MetricNet: Your Benchmarking Partner 111© MetricNet, LLC, www.metricnet.com
  • 112© MetricNet, LLC, www.metricnet.com Jeff Rumburg is a co-founder and Managing Partner at MetricNet, LLC. Jeff is responsible for global strategy, product development, and financial operations for the company. As a leading expert in benchmarking and re-engineering, Mr. Rumburg authored a best selling book on benchmarking, and has been retained as a benchmarking expert by such well-known companies as American Express, Hewlett-Packard, and GM. Prior to co-founding MetricNet, Mr. Rumburg was president and founder of The Verity Group, an international management consulting firm specializing in IT benchmarking. While at Verity, Mr. Rumburg launched a number of syndicated benchmarking services that provided low cost benchmarks to more than 1,000 corporations worldwide. Mr. Rumburg has also held a number of executive positions at META Group, and Gartner, Inc. As a vice president at Gartner, Mr. Rumburg led a project team that reengineered Gartner's global benchmarking product suite. And as vice president at META Group, Mr. Rumburg's career was focused on business and product development for IT benchmarking. Mr. Rumburg's education includes an M.B.A. from the Harvard Business School, an M.S. magna cum laude in Operations Research from Stanford University, and a B.S. magna cum laude in Mechanical Engineering. He is author of A Hands-On Guide to Competitive Benchmarking: The Path to Continuous Quality and Productivity Improvement, and has taught graduate-level engineering and business courses. Mr. Rumburg serves on the Strategic Advisory Board for HDI, formerly the Help Desk Institute. Your Presenter: Jeff Rumburg © MetricNet, LLC, www.metricnet.com
  • 113© MetricNet, LLC, www.metricnet.com Benchmarking is MetricNet’s Core Business Call Centers Telecom Information Technology Satisfaction  Customer Service  Technical Support  Telemarketing/Telesales  Collections  Desktop Support  Service Desk  Field Support  Price Benchmarking  Customer Satisfaction  Employee Satisfaction © MetricNet, LLC, www.metricnet.com
  • 114© MetricNet, LLC, www.metricnet.com 25 Years of Call Center Benchmarking Data More than 2,400 Call Center Benchmarks Global Database 30 Key Performance Indicators Nearly 80 Industry Best Practices
  • 115© MetricNet, LLC, www.metricnet.com Meet a Sampling of Our Clients MetricNet Conducts benchmarking for Call Centers worldwide, and across virtually every industry sector. © MetricNet, LLC, www.metricnet.com
  • 116© MetricNet, LLC, www.metricnet.com You Can Reach MetricNet… By Phone… 703-992-7559 On Our Website… www.metricnet.com Or E-mail us… info@metricnet.com © MetricNet, LLC, www.metricnet.com
  • 117© MetricNet, LLC, www.metricnet.com Thank You! We look forward to serving you! © MetricNet, LLC, www.metricnet.com