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Contact Center Quality Metrics 101

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Erica Marois
Erica Marois

The document discusses quality metrics and monitoring in contact centers. It addresses questions about the purpose of quality programs, common quality metrics used, challenges in measuring quality, how many agent contacts are scored and coached per month, whether quality is measured consistently across contact types, and the potential role of analytics in quality monitoring. The document suggests that quality programs typically aim for performance management and compliance. Common metrics include first call resolution, customer satisfaction, and adherence to policies/procedures. Challenges include agent buy-in, resource constraints, and differences across contact types.

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© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Contact Center Quality Metrics 101
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Insight from our July 12, 2016 #ICMIchat
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Q1:What's the purpose of your quality program? Internal compliance? Performance management? Something else?
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 The Purpose of Quality Monitoring
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Q2: What metrics does your contact center use to measure the quality of service that’s provided?
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Quality Metrics
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Q3: What challenges do you face in measuring and affecting the quality in your contact center?
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Challenges of Measuring & Affecting Quality
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Q4: If you record contacts, how many are scored and coached per agent per month? Does the same person score and coach?
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Scoring & Coaching Customer Interactions
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Q5: Do you consistently measure quality across different contact types? Is yes, are the forms the same or different?
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Measuring Quality Across Contact Types
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Q6: Do you currently (or want to in the future) use analytics to measure the quality of contacts? What are the advantages?
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 The Role of Analytics in Quality Monitoring
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Join us Next Time!
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Check out our forum for full recaps and future questions: http://ubm.io/1RzMpI4

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Contact Center Quality Metrics 101

  • 1. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Contact Center Quality Metrics 101
  • 2. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Insight from our July 12, 2016 #ICMIchat
  • 3. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Q1:What's the purpose of your quality program? Internal compliance? Performance management? Something else?
  • 4. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 The Purpose of Quality Monitoring
  • 5. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Q2: What metrics does your contact center use to measure the quality of service that’s provided?
  • 6. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Quality Metrics
  • 7. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Q3: What challenges do you face in measuring and affecting the quality in your contact center?
  • 8. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Challenges of Measuring & Affecting Quality
  • 9. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Q4: If you record contacts, how many are scored and coached per agent per month? Does the same person score and coach?
  • 10. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Scoring & Coaching Customer Interactions
  • 11. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Q5: Do you consistently measure quality across different contact types? Is yes, are the forms the same or different?
  • 12. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Measuring Quality Across Contact Types
  • 13. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Q6: Do you currently (or want to in the future) use analytics to measure the quality of contacts? What are the advantages?
  • 14. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 The Role of Analytics in Quality Monitoring
  • 15. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Join us Next Time!
  • 16. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Check out our forum for full recaps and future questions: http://ubm.io/1RzMpI4