The document provides an overview of call center operations in the Philippines. It discusses the business process outsourcing model and types of BPO services. It describes the hiring process, training program, production floor environment, qualifications for employee regularization, key performance metrics used in the industry like average handling time and customer satisfaction, and the importance of meeting service level agreements. The presentation aims to present a general understanding of how call centers function based on quality and metrics.
This PPT provides Workforce Management courses on Call Center forecasting and scheduling techniques, attendance and adherence, and Skill-Based Routing. To know more about Call Center Management Consulting visit: http://www.skylinecollege.com/consultancy
This PPT provides Workforce Management courses on Call Center forecasting and scheduling techniques, attendance and adherence, and Skill-Based Routing. To know more about Call Center Management Consulting visit: http://www.skylinecollege.com/consultancy
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.
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
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.
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.
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.
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
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
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.
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.
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.
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.
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
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.
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.
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.
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
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
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.
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.
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.
How to Sync MS Outlook Email, Calendar & Contacts with iPhone4s & iCloudEquilibria, Inc.
If you are a former or current Blackberry user and you're thinking about converting to an iPhone, this flow diagram will help you learn how to get your new iPhone to mimic Blackberry's email, calendar and contacts synchronization. Understanding the limitations of both the iTunes and iCloud apps are key.
Join Jordan Rodney on May 4th, 2011 in his exciting new session “Fundamentals...jrodney
Join Jordan Rodney on May 4th, 2011 in his exciting new session “Fundamentals of HR for People Managers” at ICSA’s 14th Annual Customer Service Conference!
LVSC annual review 2013 -14 contains highlights from the events and projects we ran last year including two short videos talking about the impact of their project. There is also a round up of performance rated stats and facts. As well as a sincere thank you to our funders for their support.
The Central West London Training and Employment Network brings together Voluntary sector providers working in training and skills across 12 London boroughs. Its chair Clarissa Stoneham outlines how LVSC's VCS Assist project helped the network providing advice, timely information on funding/commissioning, and a platform for networking and collaboration on events.
Communicating Effectively: Strategies to Ensure the Quality of Communication...TraceByTWSG
Ensuring that patients receive clear and accurate communication from the first point of contact is critical to setting the stage for a positive experience across the continuum of care. In this presentation, Health First will share strategies to better manage communication with patients across the revenue cycle. The presentation will include discussion of a QA tool used to measure and improve the quality of patient interactions through monitoring, scoring and focused training with staff members.
Beyond the Click: SlideShare as a Lead Generation ToolEquilibria, Inc.
SlideShare is one of the world's largest content marketing platforms. Yet, many businesses (of all sizes) and subject matter experts are still unaware of its potential as a viable source of leads.
This case study, originally presented at the 2016 Minitab Insights Conference, documents the journey I took in determining if I could apply Six Sigma techniques to analyze data from SlideShare and eventually use those insights to increase my company's online sales.
That is in fact, the million dollar question - "What happens beyond a content viewer's click? Can an increase in content engagement lead to an increase in online sales"?
Find out the answer in my presentation!
It includes a process flow map as well as a summary of all project deliverables.
Pelatihan dan Koordinasi Bagi Proktor yang Bertugas Sebagai Tim Helpdesk UNBK Tingkat Kota/Kabupaten dan Propinsi Region VII (Papua, Papua Barat, Maluku dan Maluku Utara)
Running a high-performance Service Desk requires IT organizations to develop multiple capabilities around Knowledge Management, Training, Quality, Reporting & Innovation that they typically lack the scale, focus, or money to build and maintain on their own.
A lot of CIOs that are looking to outsource their help desk initially target the very obvious pain points that outsourcing can solve for them, including the rising IT labor costs and talent shortages in the US. But what about quality and continuous improvement?
Join our panel of experts on April 27th to learn the key hidden benefits of help desk outsourcing and how organizations are leveraging Auxis’ Help Desk Center of Excellence (“COE”) to get the required supporting functions that they cannot afford to ensure steady and reliable levels of service.
A business process represents a specific business need or goal, such as hiring an employee, processing a sales order, or reimbursing a business expense. Business processes are broken down into logical steps called activities, each of which can comprise one or more tasks. Tasks are assigned roles that determine which participants will perform the tasks. The transitions between activities determine the order in which they are performed and the basic workflow for the process.
WorkSpace lets you interact with business processes based on your assigned roles within your company.
Would you fly on a plane with a pilot who had never flown before? Would you trust critical business systems and processes to teams managing them for the first time? Just as pilots spend months training on flight simulators before taking control of the real thing, simulating critical business systems and processes can greatly reduce risk before “go-live.” ScottMadden has leveraged decades of experience conducting business simulations for our clients to create a business simulation service offering to effectively train new teams and managers. With our know-how, tools, best practices, and thousands of example scenarios, we can reduce the risk, overall cost, and increase stakeholder satisfaction of your new business system or process rollout. To learn more, please visit www.scottmadden.com.
Creating Value Through Digital Enterprise Transformation
Originally presented to XPX, CT Chapter. We look at what it takes to create value and reduce risk using digital enterprise transformation to improve your business processes, technology, and talent foundations.
Topics covered include building a roadmap, process improvement, systems improvement including ERP, CRM, BI/Analytics, and eCommerce, how to build a global organization, and how to build a professional management team.
TIPA (Tudor IT Process Assessment) is an internationally-recognized framework that uses the principles of the ISO/IEC 15504 (SPICE) standard for IT process assessment within an organization. The framework offers a turnkey solution to determine the maturity levels of IT processes that are aligned with IT best practices such as ITIL® and ISO/IEC 20000, and enables process improvements.
Complete Guide To Input Output Business Process Model PowerPoint Presentatio...SlideTeam
It covers all the important concepts and has relevant templates which cater to your business needs. This complete deck has PPT slides on Complete Guide To Input Output Business Process Model PowerPoint Presentation Slides with well suited graphics and subject driven content. This deck consists of total of thirty six slides. All templates are completely editable for your convenience. You can change the colour, text and font size of these slides. You can add or delete the content as per your requirement. Get access to this professionally designed complete deck presentation by clicking the download button below. https://bit.ly/2YPjtsX
Move from Business Intelligence to Advanced Analytics by Integrating IBM SPSS...Perficient, Inc.
Standard business intelligence reports and dashboards are effective tools to describe the state of your organization or department. However, there are many questions that these tools cannot address, such as:
Why is this happening?
How will my organization be impacted if these trends continue?
What will happen next?
How can we change the outcome of this situation?
Advanced analytics tools are necessary to accurately and quickly address these questions through statistical analysis, forecasting, predictive modeling and intelligent optimization. By integrating advanced analytics solutions with existing business intelligence platforms, your organization will be better positioned to extract actionable insight from your data to gain a true competitive advantage.
Learn how your organization can extend its business intelligence investments in IBM Cognos TM1 by integrating with IBM's leading advanced analytics platform, SPSS. We'll discuss the capabilities of TM1 and SPSS, integration methodologies and strategies, and demo an integrated analytics environment.
Zylog Systems (Canada) ltd is a leading provider of IT and Engineering professional services, human capital resource management applications, and technology solutions with global delivery capability. Leveraging ISO 9001:2000 certified processes, industry best practices, and ownershio of one of the largest professional talent databases in Canada, Zylog is dedicated to the progress of our clients, consultants, and our community.
www.Zylog.ca
Model Attribute Check Company Auto PropertyCeline George
In Odoo, the multi-company feature allows you to manage multiple companies within a single Odoo database instance. Each company can have its own configurations while still sharing common resources such as products, customers, and suppliers.
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This presentation provides a briefing on how to upload submissions and documents in Google Classroom. It was prepared as part of an orientation for new Sainik School in-service teacher trainees. As a training officer, my goal is to ensure that you are comfortable and proficient with this essential tool for managing assignments and fostering student engagement.
This is a presentation by Dada Robert in a Your Skill Boost masterclass organised by the Excellence Foundation for South Sudan (EFSS) on Saturday, the 25th and Sunday, the 26th of May 2024.
He discussed the concept of quality improvement, emphasizing its applicability to various aspects of life, including personal, project, and program improvements. He defined quality as doing the right thing at the right time in the right way to achieve the best possible results and discussed the concept of the "gap" between what we know and what we do, and how this gap represents the areas we need to improve. He explained the scientific approach to quality improvement, which involves systematic performance analysis, testing and learning, and implementing change ideas. He also highlighted the importance of client focus and a team approach to quality improvement.
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An EFL lesson about the current events in Palestine. It is intended to be for intermediate students who wish to increase their listening skills through a short lesson in power point.
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Read| The latest issue of The Challenger is here! We are thrilled to announce that our school paper has qualified for the NATIONAL SCHOOLS PRESS CONFERENCE (NSPC) 2024. Thank you for your unwavering support and trust. Dive into the stories that made us stand out!
Operation “Blue Star” is the only event in the history of Independent India where the state went into war with its own people. Even after about 40 years it is not clear if it was culmination of states anger over people of the region, a political game of power or start of dictatorial chapter in the democratic setup.
The people of Punjab felt alienated from main stream due to denial of their just demands during a long democratic struggle since independence. As it happen all over the word, it led to militant struggle with great loss of lives of military, police and civilian personnel. Killing of Indira Gandhi and massacre of innocent Sikhs in Delhi and other India cities was also associated with this movement.
We all have good and bad thoughts from time to time and situation to situation. We are bombarded daily with spiraling thoughts(both negative and positive) creating all-consuming feel , making us difficult to manage with associated suffering. Good thoughts are like our Mob Signal (Positive thought) amidst noise(negative thought) in the atmosphere. Negative thoughts like noise outweigh positive thoughts. These thoughts often create unwanted confusion, trouble, stress and frustration in our mind as well as chaos in our physical world. Negative thoughts are also known as “distorted thinking”.
1. CALL CENTER LIFE 101
Presented By: Sharlene Gomez
The 13th Human Rights Forum
"Protection of the Rights of Call Center Workers"
29 August 2012
Crown Plaza Hotel, Ortigas Center, Pasig City
4. Presentation Agenda
• Introduction to the Business
• Hiring, Training & the Production Floor
• Qualifications for Regularization
• Metrics Used in the Industry
• Summary
• Key Principles to Remember
5. Introduction to the Business
What is Business Process
Outsourcing?
Outsourcing is a system where an organization
can sub-contract certain areas of work or
processes to a specialist third party organization.
‘off-shoring’
outside the country or market unit
6. Introduction to the Business
Vertical and Horizontal Outsourcing
XYZ CORPORATION
SALES DEPT.
HR DEPT.
Market
Research
Candidate
Search
Encoding
Sales Call
Interview
Warehousing
Delivery
Testing
Technical
Invoicing
Initial
Selection
Entitlement
WARRANTY DEPT.
7. Introduction to the Business
BPO Types
Administrative
• Document Management
• Data Entry
• Data Transcription
Sales
• Outbound Sales (telemarketing)
• Inbound Sales (up selling)
Customer Support
• Customer Service (after sales)
• IT Helpdesk
• Directory Assistance
Technical Services
• Data Conversion
• Database Maintenance
• “Cloud” Technology
8. Introduction to the Business
Call Center
A company that has a capacity for handling large
amounts of inbound and outbound telephone calls.
‘call centric’
‘voice’
‘call volume’
Note:
In the Philippine scenario a “call center” is becoming a generic term for
any outsourced function.
For example, customer service is not limited to “voice”. Customer
contact can also come in the form of voice mail, email and chat.
9. The Hiring Process
Who determines the
qualifications of the candidate?
• Client (based on function competency)
• Call Center HR
• Call Center Implementations (for start-up accounts,
projects, or campaigns)
• Operations (live account, project or campaign)
• Training Personnel (centralized or account based)
10. The Hiring Process
Requirement:
Good
communication
skills – spoken
and written
Search
1,000
Qualified
800
Long list
500
Multi-tasking
skills
Initial Interview
300
Written Test
150
Active listening
Skill Test
100
Office skills –
typing, email,
spreadsheet
Second Interview
75
Phone Simulation
50
Job Offer
30
Note:
Most companies have 4 to 6 rounds of interviews and/or testing.
Only 3%-6% of the applicants gets the job.
A ramp-up is sometimes called a “batch” or “wave”.
11. The Training Process
Who determines the training
program?
• Client (based on process)
• Call Center HR (optional)
• Call Center Implementations (timeline)
• Operations (process, timeline and cost)
• Training Personnel (method and qualifier)
12. The Training Process
Basic Skills Training:
•Culture Immersion
•Soft Skills
•Behavior Modification
Who?
Evaluatio
n
Product Training:
•Process & Procedure
•Tools
•Product Knowledge
Why?
Training
Needs
Analysis
Basic
Skills and
Product
Training
Program
Delivery
Program
Design
How?
What?
13. The Production Floor
What is the production floor?
The area where the actual work is done.
IT
Security
y
Qualit
ms
Syste
The
Floor
Equ
ip
men
t
Syste
ms
Opera
Mana tions
geme
nt
ony
eph
Tel
Man
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er
Wo
Ma rkfo
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em
ent
14. The Production Floor
Telephony, Systems IT & Equipment
TFN
Web Application
(Remote Desktop)
DID
Servers
ACD
Desktop
The Floor
The Floor
15. The Production Floor
Security
The call center industry is a business of trust and
integrity. It protects the interest of the client.
Security measures on the floor:
• No mobile phones.
• No cameras or picture taking.
• No handwritten notes are taken out of the floor.
• No ID No Entry policy.
• CCTV or security camera.
• Bag search going in or out of the premises.
• Random drug testing.
16. The Production Floor
Workforce and Manpower
Workforce deals with the real-time monitoring,
statistical reporting, statistical analysis and
manpower scheduling. They are responsible for
maintaining contractual obligations of the call
center.
Manpower is the headcount needed for a
particular time during operations. This varies
according to forecast volume and time of day.
17. The Production Floor
Operations Management
Operations management takes care of the daily
productions and communicate the overall
performance of the call center to the client based on
agreed upon metrics or KPI’s.
Operations evaluates overall results and implements
measure to improve or maintain them.
18. The Production Floor
Operations Management
Typical Hierarchy
Operations Manager
LOB
LOB
Team Leaders
10-20 agents
Note:
10-20 agents
10-20 agents
Team Leaders
10-20 agents
10-20 agents
10-20 agents
10-20 agents
10-20 agents
10-20 agents
10-20 agents
The structure may vary depending on the call center or the client.
19. The Production Floor
Quality Systems
Quality Assurance (QA) monitor individual
agent performance by auditing the calls and
scoring according to attributes or qualifiers.
2 Phases
• accuracy for adherence to procedure
• handling for communication skills.
20. The Production Floor
Quality Systems
Types of QA Monitoring:
• Random Call Retrieval
• Real Time Barging (listening in) on a Call
• Calibration (with Ops and/or with Client, may
or may not be real time)
• Side by Side (real time)
21. Qualifications for Regularization
What is the process for
regularization?
Performance evaluation based on call statistics, QA
scores and behavioral metrics.
Note:
Terms of employment vary.
• Per project
• On-the-job training (certification or quota)
• Performance issues and re-training
• Project reassignment
22. Metrics Used in the Industry
“Customer-companies tend to demand better
results from outsourcing partners than what
they could actually expect from their own
departments.
When the job is being done 10,000 miles away,
demands on parameters such as quality, turn
around timeliness, information security,
business continuity and disaster recovery, etc,
are far higher than at home. So, how to be
more efficient than the original?”
Source: http://www.technicalathma.com/2009/09/different-types-of-services-being-offered-by-bpos/
23. Metrics Used in the Industry
“Out sourced call centers, utilities and some
government mandated call centers have SLA’s that
they must achieve and maintain throughout the day.
If the SLA’s are not met fines, charge backs and lost
revenue will occur. Keeping these SLA’s top of mind
with the agents is paramount.”
Source: http://www.slideshare.net/onstage/kpi-and-metrics-for-the-call-center-agent
24. Metrics Used in the Industry
Well managed call centers monitor
and analyze their SLA’s real-time.
Operations meetings, team huddles
and individual coaching for agents
are important to attain the desired
results.
25. Metrics Used in the Industry
Measurements and tools are used.
Call center management are masters of statistical
problem solving techniques.
Knowledge Base:
• techniques for both quantitative and nonquantitative analysis
• team leadership skills
26. Metrics Used in the Industry
Who determines the KPI’s?
KPI’s are contractual obligations. It is the
basis of the client in assessing the
performance of the call center.
“You can't manage what you
don't measure.”
27. Metrics Used in the Industry
What are KPI’s?
It is the measurement of performance
based on agreed goals.
• Account KPI (operations management)
• Team KPI (team leader)
• Individual KPI (agent)
28. Metrics Used in the Industry
What is used to measure the KPI’s?
The most popular tool is the scorecard.
On individual level it is called an agent
scorecard.
Team leads, supervisors and managers
refer to their scorecards as “dashboards”.
29. Metrics Used in the Industry
What is the scorecard?
The scorecard contains metrics with
specified targets.
Everyone has a certain target set as
expected performance.
Any level of performance below the targets
are unacceptable, and results beyond the
goals is something that exceeds
expectations.
30. Metrics Used in the Industry
The Scorecard
Example of a Management Dashboard
32. 86.00%
Jan
Feb
Mar
Apr
Metrics Used in the Industry
The Scorecard
Data analysis and trending.
What is the reason for April’s dip in CSAT?
Would you consider this an outlier?
May
J
33. Metrics Used in the Industry
What are the agents KPI’s?
• CSAT (Customer Satisfaction)
• Quality
• Call Statistics
– AHT (Average Handling Time)
– Utilization (aka Occupancy)
• Behavioral Metrics
– Tardiness
– Absenteeism
– Adherence to Company Policy
Note:
The KPI’s may vary depending on the account and the organization.
34. Metrics Used in the Industry
What is Stack Ranking?
It is a ranking of performance scores of
agents per team.
This is used to push the individuals to
perform.
Note:
Not everyone believes in stack ranking because it also has its negative
impact on performance.
35. Metrics Used in the Industry
•Competition within the
team
•Cause stress to out
rank a team mate
•Can lower morale
•The results are
arbitrary
Note:
The usual perk for making the top
tier in a stack rank is called a
“shift bid.”
37. Key Principles to Remember:
• The industry is a business of trust and
integrity because it protects the interest
of the client
• It is quality and metric based.
• Our people is the best resource and we
want to keep the industry in the
Philippines.
• As a vision we want to be a benchmark
for the industry standard in Asia.