An article on the differences between call center statistics and call center performance metrics. Which of these should a call/ contact center use? Which is better?
This is a high level introduction to First Call Resolution basics. These slides all have recorded webinars with more detail. Feel free to contact me at Upstream Works for access.
Customers don’t care how you reach first call resolution (FCR) or how you measure it in the call center -- they just want you to achieve it. Learn tips for improving FCR as well as new processes that drive and actively sustain FCR success.
In this SlideShare, you will walk away with knowledge on how to:
Educate staff on the importance and impact of FCR
Train agents to effectively answer inquiries
Remove barriers hindering FCR achievement
Optimize workforce management processes
This is a high level introduction to First Call Resolution basics. These slides all have recorded webinars with more detail. Feel free to contact me at Upstream Works for access.
Customers don’t care how you reach first call resolution (FCR) or how you measure it in the call center -- they just want you to achieve it. Learn tips for improving FCR as well as new processes that drive and actively sustain FCR success.
In this SlideShare, you will walk away with knowledge on how to:
Educate staff on the importance and impact of FCR
Train agents to effectively answer inquiries
Remove barriers hindering FCR achievement
Optimize workforce management processes
Learn about why First Call Resolution is the KING of all call center metrics with our FCR PowerPoint (PPT) slide deck. The FCR PPT slides cover the definition, its benefits, measuring it, and tips for improving it. The FCR PPT slides provide great insights into strategies, operating philosophy, why it is important, what is a good FCR rate, and best practices for improving. www.sqmgroup.com
Increasing Call Center Effectiveness with First Call ResolutionUpstream Works
First call resolution is the home run of call center measurements, but most people still don't do a very good job of understanding it and measuring it in an actionable way. This presentation will give you an introduction to the concepts and soem ideas for how you can start to measure things.
These slides all have recorded webinars with more detail. Feel free to contact me at Upstream Works for access.
To succeed in a highly competitive market businesses strive hard to provide customer service through a contact center or a call center. But, setting up a call center division internally can put a huge financial burden on the company which might in turn compromise its quality of customer care. The presentation deals with the methods that businesses can adopt to reduce call center costs.
Invensis Technologies provides effective Customer Care Call Center Outsourcing Services that will be highly beneficial in creating satisfied and loyal client base that will ensure positive referrals for your business. By partnering with Invensis technologies, you will be able to build the brand value of your business and implement an effective Customer Relationship Management (CRM) strategy. (http://www.invensis.net).
Invensis Technologies is an ISO certified and a leading Call Center Outsourcing Company that effectively addresses all the needs of your customers through various services such as billing support, order management and processing, claims processing, returns and refunds, service dispatch and delivery. For more details please visit:
http://www.invensis.net/call-center-outsourcing/outsource-customer-care-call-center-services.php
To find out more about our services and benefits of partnering with us, please contact us at sales{at}invensis{dot}net or you can call us from US +1(302)-261-9036 ; UK +44 203 411 0183 ; AUS +61 3 8820 5183 ; IND +91 80 41155233.
With businesses continuously growing and changing, it can be difficult to keep up with your phone calls. Utilizing inbound call centers can improve workflow, as well as improve customer satisfaction.
How to improve call center quality and performance - InfographicPointel Inc
Improving call center quality and performance means looking at the way each employee handles calls. The employee must treat each customer with respect and take all the appropriate steps in order to ensure that the call is handled correctly. Poor quality can upset customers and reduce your profit.
I will provide you with a systematic process to implement and sustain successful FCR in your company. The following aspects and areas should be considered in First Call Resolution analysis with the Six Sigma Methodology.
11 Ways to Help You Improve First Call ResolutionTalkdeskInc
https://www.talkdesk.com/resources/webinars/
Today’s customers expect businesses to effortlessly resolve their issues with speed and accuracy.
Use these tips to help you improve first call resolution (FCR) within your call center and give your customers the service and support they demand.
Talkdesk
Cloud-Based Call Center Software
www.talkdesk.com/free-trial
From SLAs to XLAs | Shift to pro-active service deliverynexthink
Slides from workshop focused on service management excellence and end user experience measurement.
Sessions:
1. Service Management Process Automation, with Bright Horse
2. From SLA to XLA: Re-Thinking End-User KPIs, with Nexthink
3. Great Customer Service is The Experience, with Chris Markiewicz
Example Call Center Work/Information Flow DiagramEquilibria, Inc.
There are bound to be times when your customer support team encounters a problem dealing with customers. You have no control over what customers say or do, but you do have control over how team members respond to questions or complaints in an efficient and productive way. With a combination of competent team members, well-written scripts and the right technology, your business can attract and retain happy and loyal customers.
Process maps (flowcharts) are one tool companies use to ensure team members know how to address customer support questions, escalate issues, and route calls. In this presentation, we begin with a process map given to employees working in a call center to screen job candidates. If you enjoy working with flowcharts, you’ll love this method to investigate your own customer service model. More process map templates are available for download at www.eqbsystems.com/shop. Thanks for watching!
This is an example of the 21 Call Center Best Practices that I and my staff designed, developed and deployed to Call Centers. These practices delivered increased focus on the customers, increased agent morale, improved productivity, increased revenue and reduced turn-over. Within this presentation I have only presented the marketing data but we developed procedures, and training materials to go along with all the Call Center Best Practices we deployed globally. See the attached presentation for how all the Best Practices fit together to drive Customer Delight. For additional information please feel to contact Brian Hughes.
... It’s complicated matter.. Satisfaction is a dependable issue but in a customer care some matter should maintain to make a satisfied customer ….thus we treat a customer as a Guest …
Leadership Strategies for High Performance Contact CentresTina Arora
This Presentation was prepared & shared by me as a Guest Speaker at a Conference on 'Customer Experience and Service Quality Excellence', organised by Gripel (www.gripel.com), on 27 and 28 May 2011.
How to calculate and improve the profitability of your Contact Centre?Luc_Francis_Jacobs
This short webcasts explains how you can dimension and calculate the profitability of your Contact Centre and also find ways to improve it by getting more from your pool of agents.
Learn about why First Call Resolution is the KING of all call center metrics with our FCR PowerPoint (PPT) slide deck. The FCR PPT slides cover the definition, its benefits, measuring it, and tips for improving it. The FCR PPT slides provide great insights into strategies, operating philosophy, why it is important, what is a good FCR rate, and best practices for improving. www.sqmgroup.com
Increasing Call Center Effectiveness with First Call ResolutionUpstream Works
First call resolution is the home run of call center measurements, but most people still don't do a very good job of understanding it and measuring it in an actionable way. This presentation will give you an introduction to the concepts and soem ideas for how you can start to measure things.
These slides all have recorded webinars with more detail. Feel free to contact me at Upstream Works for access.
To succeed in a highly competitive market businesses strive hard to provide customer service through a contact center or a call center. But, setting up a call center division internally can put a huge financial burden on the company which might in turn compromise its quality of customer care. The presentation deals with the methods that businesses can adopt to reduce call center costs.
Invensis Technologies provides effective Customer Care Call Center Outsourcing Services that will be highly beneficial in creating satisfied and loyal client base that will ensure positive referrals for your business. By partnering with Invensis technologies, you will be able to build the brand value of your business and implement an effective Customer Relationship Management (CRM) strategy. (http://www.invensis.net).
Invensis Technologies is an ISO certified and a leading Call Center Outsourcing Company that effectively addresses all the needs of your customers through various services such as billing support, order management and processing, claims processing, returns and refunds, service dispatch and delivery. For more details please visit:
http://www.invensis.net/call-center-outsourcing/outsource-customer-care-call-center-services.php
To find out more about our services and benefits of partnering with us, please contact us at sales{at}invensis{dot}net or you can call us from US +1(302)-261-9036 ; UK +44 203 411 0183 ; AUS +61 3 8820 5183 ; IND +91 80 41155233.
With businesses continuously growing and changing, it can be difficult to keep up with your phone calls. Utilizing inbound call centers can improve workflow, as well as improve customer satisfaction.
How to improve call center quality and performance - InfographicPointel Inc
Improving call center quality and performance means looking at the way each employee handles calls. The employee must treat each customer with respect and take all the appropriate steps in order to ensure that the call is handled correctly. Poor quality can upset customers and reduce your profit.
I will provide you with a systematic process to implement and sustain successful FCR in your company. The following aspects and areas should be considered in First Call Resolution analysis with the Six Sigma Methodology.
11 Ways to Help You Improve First Call ResolutionTalkdeskInc
https://www.talkdesk.com/resources/webinars/
Today’s customers expect businesses to effortlessly resolve their issues with speed and accuracy.
Use these tips to help you improve first call resolution (FCR) within your call center and give your customers the service and support they demand.
Talkdesk
Cloud-Based Call Center Software
www.talkdesk.com/free-trial
From SLAs to XLAs | Shift to pro-active service deliverynexthink
Slides from workshop focused on service management excellence and end user experience measurement.
Sessions:
1. Service Management Process Automation, with Bright Horse
2. From SLA to XLA: Re-Thinking End-User KPIs, with Nexthink
3. Great Customer Service is The Experience, with Chris Markiewicz
Example Call Center Work/Information Flow DiagramEquilibria, Inc.
There are bound to be times when your customer support team encounters a problem dealing with customers. You have no control over what customers say or do, but you do have control over how team members respond to questions or complaints in an efficient and productive way. With a combination of competent team members, well-written scripts and the right technology, your business can attract and retain happy and loyal customers.
Process maps (flowcharts) are one tool companies use to ensure team members know how to address customer support questions, escalate issues, and route calls. In this presentation, we begin with a process map given to employees working in a call center to screen job candidates. If you enjoy working with flowcharts, you’ll love this method to investigate your own customer service model. More process map templates are available for download at www.eqbsystems.com/shop. Thanks for watching!
This is an example of the 21 Call Center Best Practices that I and my staff designed, developed and deployed to Call Centers. These practices delivered increased focus on the customers, increased agent morale, improved productivity, increased revenue and reduced turn-over. Within this presentation I have only presented the marketing data but we developed procedures, and training materials to go along with all the Call Center Best Practices we deployed globally. See the attached presentation for how all the Best Practices fit together to drive Customer Delight. For additional information please feel to contact Brian Hughes.
... It’s complicated matter.. Satisfaction is a dependable issue but in a customer care some matter should maintain to make a satisfied customer ….thus we treat a customer as a Guest …
Leadership Strategies for High Performance Contact CentresTina Arora
This Presentation was prepared & shared by me as a Guest Speaker at a Conference on 'Customer Experience and Service Quality Excellence', organised by Gripel (www.gripel.com), on 27 and 28 May 2011.
How to calculate and improve the profitability of your Contact Centre?Luc_Francis_Jacobs
This short webcasts explains how you can dimension and calculate the profitability of your Contact Centre and also find ways to improve it by getting more from your pool of agents.
This Chapter will teach you what is virtualization and the concept of virtualization, Virtual machine its benefit and real time use, understanding Hypervisors (virtual machine monitor)
Cloud computing is a type of Internet-based computing that provides shared computer processing resources and data to computers and other devices on demand. It is a model for enabling ubiquitous, on-demand access to a shared pool of configurable computing resources (e.g., computer networks, servers, storage, applications and services),
Cloud computing is a type of Internet-based computing that provides shared computer processing resources and data to computers and other devices on demand. It is a model for enabling ubiquitous, on-demand access to a shared pool of configurable computing resources (e.g., computer networks, servers, storage, applications and services),
In this session we will explore how Google's Cloud services (CloudML, Vision, Genomics API) can be used to process genomic and phenotypic data and solve problems in healthcare and agriculture.
Customer Service Call Center Benchmark StudyChris Scafario
This presentation highlights some best practice players in the world of customer service and call center management; from first time resolution to order up sells. It also goes on to perform a rather organizationally specific gap analysis complete with actions steps designed to support a journey of continuous improvement.
Call Center
AUTOMATIC CALL DISTRIBUTOR
INTERACTIVE VOICE RESPONSE
COMPUTER TELEPHONY INTEGRATION (CTI)
AUTOMATED INTELLIGENT CALL ROUTING
Web Enablement of Call Center
Types Of Call Center
LOGGING AND MONITORING
Looking to scale something up? Depending on how you're going after your market/ acquiring users, you may need to build a sales organization that's optimized for a top-down or bottom-up sales process (or perhaps both).
Watch the video overview at http://a16z.com/2015/03/06/go-to-market-bootcamp/ and then check out this slide deck, which shares some concrete tips and tools for accelerating time to market -- from the go-to-market experts at a16z, led by 'sales savant' Mark Cranney.
Because selling to enterprises is a lot like getting a bill passed through Congress: it can get stuck. And getting stuck -- or going down the wrong path -- can mean death to startups in a competitive market. Here's how to avoid that.
Top Metrics to Measure Inbound Call Center PerformanceNaina Rajput
Call center metrics ensures a balance between quality and efficiency in calling. Below are some Inbound call center metrics which will be helpful to measure the performance of a call center:
Help Desk Key Performance Indicators or Helpdesk KPI are metrics used by Help Desk Managers to understand how well the Help Desk is performing in relation to their strategic goals and objectives. Help Desk KPIs metrics will help capture the internal workings and productivity measurements of the Help Desk and provide measurable results if the team is on track or not.
How To Measure Employee Productivity In A Call CenterTime Doctor
This document details out what call center productivity is and highlight s10 vital call center metrics you can use to measure productivity. It also also covers five effective tips to help you improve agent productivity.
Original Blog: https://biz30.timedoctor.com/how-to-measure-employee-productivity-call-center/
Professional Performance Metrics | A Framework to Optimize decision Making | ...Muhammad Nizam Uddin
Professional Performance Metrics: A framework to optimize decision making. A performance metric measures an organization's behavior, activities, and performance.It assesses how well workers are doing their respective tasks and how companies are accomplishing their objectives. It provides hard data and gives off outcomes that appraise clearly defined quantities within a range that facilitates improvement and upgrading. Ideally, good performance metrics form the basis for better achieving a small business' overall goals.
A Complete Guide on Call Center Predictive DialerAresync
The effectiveness and time management of predictive dialer software is why it is popular. However, several additional benefits also contribute to the dialer's extensive adoption.
Which metrics matter to Call Center Managers?Spectrum
A brief article on metrics that managers are asking for on their call center dashboard. The metrics also vary based on the industry, group or department within the contact center. many articles write about the metrics that you must have in your reports. But what is not considered is the managers view point, goals, and objectives.
Talkdesk Call Center KPI & Benchmarking ReportTalkdeskInc
https://www.talkdesk.com/resources/webinars/
Is your call center up to snuff? View this slideshow to find out:
- How to measure and track critical call center KPIs.
- How your call center stacks up against KPI benchmarks.
- Tips on how to improve your call center KPIs.
There are challenges in the contact center that make it necessary to have reports that help reduce the lack of productivity and poor agent performance. The positioning of those reports depends on the audience and the goals.
Key Performance Indicators (KPIs) are a powerful tool that MNOs use to foster sustainable commercial growth. This presentation aims to address this question through defining a KPI, identifying pitfalls in creating KPIs and illustrating some examples of effective KPIs for mobile
money teams.
How to build a centralized healthcare call centerNisos Health
Read our views on how to build a centralized healthcare call center. This is how we have built, operated and transferred patient contact centers for our healthcare customers.
Similar to Call Center Statistics or Performance Metrics (20)
1. Spectrum Call Center Reporting 1
Call Center Statistics or Call Center Performance Metrics?
There is a difference between statistics and performance metrics. Both are very helpful to the call
center but are used in two different ways. Statistics are used to show what the current status of the
agent or group and performance metrics show how well the agent or group is performing.
Statistics can provide a view of what is happening in the call center right now, for the interval or for the
day. These statistics are helpful when the agents, team leaders and managers want to know the current
status of the call center. Good statistics that show the status of the call center are:
• Average Handle Time (AHT) or Average Call Handle Time (ACHT)
Calculation: Total talk time + wrap time (After call works)/total calls
• Service Level (SL%)
Calculation: The percentage of calls answered with a certain amount of time.
For example if 80 out of 100 calls were answered within 30 seconds then the service level is 80%. Some
call centers have a shorter time frame such as 20 seconds or even 10 seconds.
• Abandon Rate (ABN%)
Calculation: Total Abandoned calls / Total incoming calls
Some customers are now adding abandon calls from the IVR and Chat sessions to this calculation.
• Average Speed Answer (ASA)
Calculation: The average number of seconds (minutes) it takes to answer a call.
If it takes an average of 30 seconds to answer a call then the ASA is 30 seconds. This statistics should be
measured by interval and for the day. This statistics can change throughout the day depending on the
type of call center.
• Longest Wait Time (LWT) and Average Wait Time (AWT)
Calculation: The Longest Wait Time is the longest a caller has to wait before the call is
answered. Average Wait time is the average time a caller has to wait before the call is answered.
2. • Calls in Queue (CIQ)
Calculation: The total number of calls in the queue waiting to be handled by the
agents.
Some call centers are now adding email and chat queues to the total Calls in Queue. Some call centers
track these statistics separately.
• ACD Time (ACDT)
Calculation: The total talk time by and agent or group (split/skill) spent talking to
customers.
Some call centers view the average talk time to understand the amount of time, on average, that the
agent spends on each call.
The calculations for each statistic are the industry standard, however, your call center may want or need
to measure these statistics in another manner.
There are many more statistics that are available and each Call Center manager needs to determine
what is best for their call center. These statistics and more are available from your ACD. For a complete
list of statistics that are available for your call center contact Spectrum
Spectrum supports Call Centers by capturing call centers statistics and providing a unique view for the
individual agents, group view for the team leaders and call center view for the managers. Reports can
be generated and displayed on LCD screens, web based reports, desktops dashboards, traditional LED
Wallboards, smartphones and email.
Agents can improve their efficiencies by knowing how well they are doing compared to their goals and
targets. But, is that enough?
Performance metrics provide a different picture of the call center. While statistics show us what is going
on for our call center from our point of view performance metrics will show you what your customers
think of your agents and call center. The team leader or call center manager may be aware of the call
center status (statistics) but not aware of what the customers think of the call center or how well we are
doing compared to our goals (performance metrics).
Performance metrics are used to manage the call center and drive sales, improve efficiencies, and
increase overall customer satisfaction. When the call center performance metrics improve the state of
the business will improve. Some performance statistics that are useful to the call center manager are:
• First Call Resolution (FCR%)
Calculation: The percentage of customer issues or tickets that are resolved on the first
call.
Sometimes this is a survey that the customer takes immediately after the call or given by the agent.
This is a metric that can be difficult to measure however it is an important metric as it gives the call
center a clearer picture of the quality of the call center.
• Customer Satisfaction (CSat%)
Calculation: Satisfied customers / Total calls
This calculation is typically taken from secondary survey results. When an agent asks if the customer is
satisfied they may not receive a valid answer. To assume that the customers transaction is complete and
3. therefore the customer is satisfied is incorrect as well. Secondary surveys are the most accurate method
of calculating CSat ratings.
• Agent Utilization Rate (AUR%)also known as Occupancy (OCC)
Calculation: Total talk time + After call work + Idle Time (in hours or minutes) / total
paid hours worked (both in hours or minutes). The total talk time, idle time, after call work, hours
worked must all be for the same length of time (days, hours or minutes). If you capture the total talk
time and after call work for the week, then the total hours worked must be for the week as well.
Example: Talk time = 18 hours, After call work = 10 hours, Idle time = 2 hours, Number of hours worked
= 38. 18 +10 + 2 =30, 30/38 = 79% agent utilization rate. Industry best practices suggest that an agent
utilization rate should fall between 70 -85%. To low and the agent is bored, too high and the agent is
stressed. Either condition will result in a high attrition rate among the agents.
• Cost per Contact (CoC)
Calculation: ACD Calls per hour / Agents hourly rate
If you contact center has multiple agents with varying hourly rates then this calculation should be taken
across the entire call center or for each group, depending on how your call center is set up. In this case
total ACD calls for the group / total agents hourly rate. IVR cost per call is calculated by determining the
amortization schedule of the IVR, breaking that cost down to a monthly amount and then dividing the
number of calls handled by the IVR for the month / amortized IVR cost for the month. Only calls that are
fully handled by the IVR can be used in this calculation.
• Average Speed Answer (ASA)
Calculation: On average how long it takes an agent to answer a call.
Standards vary depending on the industry. For example: Financials such as mutual fund companies strive
for a less than 10 second ASA. Software support desks for non maintenance customers can exceed 1
hour. Contact Spectrum to learn more about your industries best practices for ASA.
• Abandonment Rate (ABN%)
Calculation: Number of calls abandoned / total calls
Call abandoned should be after the first 8-10 seconds. Most calls abandoned during this time are false
abandons, wrong numbers, caller was interrupted, caller was not ready, etc. Some call centers are
including IVR abandons as well but only when they are certain their IVR is functioning properly.
The calculations for each metric are the industry standard, however, your call center may want or need
to measure these metrics in another manner. You will also notice that Abandonment Rate and ASA are
shown as a useful statistic and a useful performance metric. These two KPI’s can and should be used for
both call center status and call center performance.
These metrics will provide a true picture of performance in the call center, identify strengths and
weaknesses, and help establish goals for the call center and agents. Used properly these same metrics
can be used to provide an aggregate call center performance number (A single weighted number that
shows how well the call center is performing, today)
To truly support the effort to improve the efficiency and effectiveness of the agents in the call center
reporting must include call center statistics and performance metrics. Statistics tell us how we are doing
right now but do not tell us how we are performing against our goals. Performance Metrics show us
4. how well we are performing but do not tell us how we are doing right now. By utilizing both statistics
and performance metrics a call center manager can improve the call center.
Implementing call center statistics and performance metrics in the call center can be done by having
unique reporting at the agent, team leader and manager level.
• Agents can utilize a desktop solution that rotates through their statistics and performance.
They see how they are performing and then see what they are doing right now. As they
improve on the immediate issues (calls waiting, handle time, problem solution, etc) they will
see their performance improve) Agents will also benefit from seeing group statistics and
performance metrics on a LCD screen for their group.
• Team Leaders follow the agents and the group through a web report as well as the LCD
screen. When the group level performance falls they are able to drill down on the web
report to determine which agent(s) are falling behind and can coach them.
• Managers utilize web based reports and smart phones to keep tabs on the call center. They
are able to determine how the center is doing against goal with the performance metrics
and can drill down on the call center statistics to see which group/agent need improvement
and coaching. Staying connected while mobile with a smart phone gives the manager
flexibility to continue to do the job while attending staff and managerial meetings.
• Managers also are able to report to the business with a single report showing the score of
the call center with a weighted scorecard approach. By selecting key performance
indicators attaching a weight to those KPI’s and comparing against the goals the manager
can now show that improvement and trend of the call center over time. Contact Spectrum
for specifics on weighted scorecards.
As a call center manager deciding on a solution to improve the effectiveness and efficiency of your call
center consider what is more important to your success statistics, performance metrics or both.
Statistics will show you and the agents how they are doing right now and performance metrics tell you
what your customers think of you and how well the center is performing against goals and targets.
Contact Spectrum to learn more on improving your call center performance.
Spectrum Corporation
Dan Boehm
dan@specorp.com