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Contact Center Quality Metrics 101

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What's the purpose of your contact center quality monitoring program? Whether it's for performance management, compliance, or something else entirely, check out this #ICMIchat recap to find out how others in the industry are approaching quality metrics.

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Contact Center Quality Metrics 101

  1. 1. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Contact Center Quality Metrics 101
  2. 2. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Insight from our July 12, 2016 #ICMIchat
  3. 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. 4. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 The Purpose of Quality Monitoring
  5. 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. 6. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Quality Metrics
  7. 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. 8. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Challenges of Measuring & Affecting Quality
  9. 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. 10. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Scoring & Coaching Customer Interactions
  11. 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. 12. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Measuring Quality Across Contact Types
  13. 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. 14. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 The Role of Analytics in Quality Monitoring
  15. 15. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Join us Next Time!
  16. 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

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