This document discusses the importance of statistics in call centers and introduces the StatTicker software for monitoring call center statistics. Key points include: - Call center performance and agent evaluation relies heavily on statistical metrics like calls answered, wait times, etc. - StatTicker is a software that allows easy monitoring and configuration of important call center statistics to help management coach agents and improve results. - When used properly with training and goal setting, a statistics-driven approach can help agents perform better and improve the overall call center culture and results.

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2. Presentation – Contents www.touchpointindia.com Contact Center Statistics 1 StatTicker & Statistics 2 Conclusion 3 Questions & Discussions 4

3. Contact Center Statistics If you believe call centers are statistics driven, then you are right on the money. Matt Harless - President of PhoneWare, located in San Diego, CA. www.touchpointindia.com

4. Why Statistics is important? CRM (Customer Relationship Management) packages allow management to gain a complete grasp on performance in the call center. Today's stats, blended with people, can form a winning combination in the call center. Statistics platforms benchmark past, present, and future opportunities. www.touchpointindia.com

5. Call Center & Statistics Call center agents, who represent that critical link between organization and customer, believe they are being measured by statistics. Call center management realizes that statistics demonstrate clear patterns of who is doing well and what is working (and not working) in the call center. Agents feel the job is purely a statistical win or loss. Statistics offers performance clarity to management. www.touchpointindia.com

6. Sample Statistics www.touchpointindia.com There can be many such statistics… Total Calls Answered Not Ready Time

7. Benefits for Agent & Management Views on Statistics www.touchpointindia.com Agents A tool to evaluate themselves against the companies requirement. A score board to keep in track with the daily target and such stuffs… Statistics A Score board Management A tool to monitor all desired statistics. A indicator to detect any urgent issues occurring in the place. A score board that helps to plan their strategies.

8. Backlogs Scenarios when statistics doesn’t help www.touchpointindia.com Cat Categories: Agents/Management not knowing exactly which categories to be measured. Freq Frequency: Not knowing the frequency of analysis with the acquired statistics. Mon Monitoring: Very less importance given to monitor the current statistics happening in the call center.

9. Steps to increase statistics benefit www.touchpointindia.com 1 Awareness: Make your agents aware of their numbers and the center’s goal. 2 Monitoring: Regularly Monitor the statistics numbers against their daily goal. 3 Presenting: Management should present the overall stats on agents performance periodically.

10. Three keys for call center success www.touchpointindia.com Statistics Measurements Training Success Guaranteed

11. StatTicker & Statistics Why StatTicker? There were difficulties in monitoring the statistics frequently. Problem in configuring the interested statistics globally. No handy method to view statistical data time to time. Limitations in nailing the crucial statistics numbers instantly. www.touchpointindia.com The way statistics cached…

12. Rewards for StatTicker www.touchpointindia.com StatTicker Compatible Versatile Quick Cool

13. Steps to start StatTicker Steps depends on admin and user. www.touchpointindia.com Admin & User Only Admin Admin & User Login Configure Stats

14. A View of StatTicker on Desktop www.touchpointindia.com The StatTicker seen while running on the desktop. There are three rows of information seen as default. But you can modify it to show any number of rows between 1 – 20.

15. StatTicker in Action StatTicker displaying statistics for the objects of type Queue. Alert values are highlighted!! www.touchpointindia.com

16. Functions of StatTicker Very User Friendly functions to monitor statistics www.touchpointindia.com fn s Color Change Rows Change Pause Navigation Play Alerts

17. Control on Agents www.touchpointindia.com Supervisor Agent N Agent 2 Agent 1

18. Conclusion www.touchpointindia.com 1 2 3 4 Helps the call center mngmt. coach agents to become better at their jobs. When agents know their numbers, understand their goals and realize expectations. Short and long-term objectives become easy to manage and measure. Results and culture improves Results of using statistics based approach in call center.

19. Question Time! www.touchpointindia.com Questions Answer Knowledge Shoot your questions… Courtesy http://www.connectionsmagazine.com/articles/8/021.html

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