Wednesday, October 31, 2012
Tuesday, June 5, 2012
Monday, March 26, 2012
Thursday, January 26, 2012
The benchmarking consultant stated that the desktop wallboard should contain customer satisfaction ratings, AHT, service level, abandon calls as a percent, ASA and Calls Waiting (inqueue). The consultant said the agent will perform and meet the SLA's if they see these metrics on the desktop. First Call Resolution information is not available and could not be displayed.
From my point of view it did not matter to me what the customer wanted to capture and display, I just wanted a happy customer that is using our product. However, I was concerned about the amount of data to be displayed (because of desktop real estate) and the agent training that would be needed to explain the meaning of the metrics.
The customer decided to do a test. We had two types of desktop wallboards designed with different content and with agents of various skill levels. Later we found that more desktop designs were needed. The customer took a baseline measurement and then again four weeks later. The testing, set up and results are too much to cover in this blog but the final results are important to mention.
- New agents did best with a minimum amount of data: Calls in queue and oldest call waiting.
- Mid level agents performed best with four metrics: Calls in queue, ASA, Oldest call waiting and Service Level. Only a few of these agents wanted to see more and different metrics.
- Highly skilled agents improved most when they had performance metrics on their desktops. These metrics included: AHT, Occupancy, Abandon Rate, Service Level, and Calls Waiting. Some of these agents were actively asking for more data that would help them do a better job.
This customer is continuing to test the desktop content to find out what works best for their call center and agents. My takeaways from this test were:
1. Not all agents should see the same content - duh!
2. Give your agents the information that will allow them to perform best for their skill level.
3. As your agents improve, change the desktop content to match their skills.
4. Some agents want the tools to work for them. Listen to these agents and accommodate the changes when it makes sense.
This test was by no means perfect. There were flaws in the way things were set up, measured, and tested. But you cannot argue with the successes that this call center experienced.
Wednesday, January 4, 2012
Monday, November 21, 2011
- Calls in Queue
- Service Level
- Calls Abandoned
- Oldest Call Waiting
- Average Speed of Answer
- Average Handle Time
There are other KPI's that call center will include which will depend on the call center, the industry, the agent performance and other factors. The KPI's shown above are the critical metrics a call center that is performing at a high level should see.
Reports for real time perfomance will include these KPI's:
- Calls in Queue
- Oldest Call Waiting
- Average Speed of Answer
- Calls Abandoned Rate (Percent)
- Agent (Schedule) Adherence Rate
- Agents Available
These metrics help the agents with awareness which is typically lacking in an underperforming call center. To help the underperforming call center improve agent performance reporting is the best alternative.
Breaking down these reporting types further into more granular types there are Agent Status and Performance reports, Team Leader Status and Performance reports, and Call Center (Manager) Status and Performance reports. These reports become more targeted and granular and further help the call center improve.
For call center reporting to be successful and help the content in the report must be appropriate. providing the information can be de-motivating. To select the right type of reporting the manager must take a hard look at the call center and determine if they are a successful or an underperforming call center. Once the manager realizes what type of call center they have steps can be taken to offer the right information to the agents, team leaders, and manager.
Wednesday, September 21, 2011
Monday, August 15, 2011
Monday, August 1, 2011
Our conversation explored his customer service center and what his goals were for the center. It is interesting the differences between inhouse and outsourced customer service centers. I have found that inhouse centers focus on the number of tickets opened and closed while outsourced centers fixate on SLA's. Perhaps given their respective reporting responsibilities it maks sense.
For this outsourced service center I suggested the following metrics to report and track. These metrics are not in any order or priority.
Total Number of Tickets Logged per Product - real time and for the day
Total Time Worked per Ticket and per Product
Average Number of Tickets per Product
Average Time Worked per Ticket per Product
Tickets Opened per Product real time and for the day (this differs from Tickets logged)
Tickets opened per Product for the Day
Service Level real time for the day per Product / All Product / Group
Tickets Closed pre Product real time / day
Average Handle Time per Ticket per Product (Can be a misleading metric)
Max Handle Time per Ticket per Product
Max Handle Time all Tickets / Products
First Call Resolution per Product
Tickets resolved in X hours since Logged per Product
Tickets resolved in 8 hours since Logged per Product
Tickets resolved in 24 hours since Logged per Product
Tickets unresolved for the day / week per Product
Tickets escalated per Product for the day
Customer Satisfaction Rate per Product / Total
Ticket Closure Ratio per Product / Total
Average Time to Close VS SLA's
Average Response Time per Product
All of these metrics should be run by group and by agent as well. This level of detail can show which groups are performing well and which CSR needs training. There are many idiosyncrasies with help desk metrics that can be misleading and should be analyzed prior to using the data in performance reviews.
Friday, October 22, 2010
So what is a smart phone? If you have an IPhone or a Blackberry phone you have a smart phone. However, Wikipedia defines a smart phone as a phone with traditional phone features and advanced computing and connectivity.
Call centers leaders are now using their smart phones to stay in touch with the call center with web based reporting, scheduled reporting that provide current call center status and ad hoc alert message about metrics that are outside of the goals.
Managers are very mobile and the smart phone is an ideal tool to stay in touch with the call center in a very unobtrusive way.