The document outlines a benchmarking process for assessing contact centre performance, which includes a current state assessment, benchmarking against best practices, identifying improvement opportunities, and monitoring implementation. It emphasizes the importance of strategic development in enhancing key performance indicators (KPIs) and suggests utilizing decision management tools for accurate data analysis. The methodology involves multiple stages such as operational health checks, stakeholder interviews, and tracking performance improvements over time.

1. How we help clients benchmark their Contact Centre Performance June 2010

2. Role for benchmarking Benchmarking is the first step in defining a strategic development plan for your contact centre operation(s) Where are you now and how do you compare to best practice? What improvement opportunities will give you the best return? How can you track the impact of these developments on your KPI performance? Reference points Contact Centre excellence – as judges for the European Contact Centre Awards - we really do know what good looks like Access to market data e.g. Contact Babel 2009 UK survey of industry trends Use of Decision Management tools – consolidating MI to give you a complete picture of contact centre KPI performance

3. Methodology 1. Current State Assessment 2. Benchmarking 3. Identification of potential improvements Quick Wins 4. Implementation Programme and Review Benchmarking is an integral part of a wider programme of change involving Strategy + Solutions

4. 1. Current State Assessment Would normally include elements of: Mystery Shopping (to understand Customer Experience) Operational Healthcheck (at key sites) Desk based research Questionnaires MI Systems data capture and analysis Stakeholder interviews (to understand the culture and context of organisation) Optionally deploy Decision Management Tools (to improve the accuracy of data analysis)

5. 2. Benchmarking Efficiency KPIs Benchmark versus best practice i.e. excellence Effectiveness KPIs Benchmark versus best team/centre currently & vs. your aspirational targets Quartile Analysis Assess spread of agent performance against selected KPIs Identify what it will take to ‘make the rest as good as the best’ Potential Current Gap

6. 3. Future State Potential Identify potential improvement initiatives – via workshops with your CC Managers Understand value – what impact will each initiative have on specific KPIs Determine implementation impact – cost and resource/know how required Prioritise – via workshops with your project stakeholders Value Implementation High Low Easy Difficult x x x x x

7. 4. Monitoring Implementation programme Manage the rollout of the improvement programme Plan, Pilot, Prove approach Monitor the impact of the changes Track the uplift in KPIs at agent, team and centre level Key role for DM tools to play in being able to prove that the business benefits have been realised