Tuesday, April 21, 2009

Metrics that Matter

Call Center Metrics that Matter                   

The question that we are asked most is "What KPI's, Metrics or information should we capture and display on our Call Center Digital Signage?" Each call center (contact center) has specific goals that are unique to that call center. These goals would affect what disparate data is captured and displayed. However, there are some general guidelines to follow to get the most of your Real Time Reporting and Digital Signage Solution.

Some Spectrum call center customers are capturing and displaying ACD statistics for the group (skill) and agent (both statistics and states). This data is scrubbed and optimized properly, can become actionable information that helps the call center become effective and efficient.

The rest of Spectrum call center customers have determined which Metrics that Matter most to their call center and require Spectrum to collect much more data and convert that data into highly useful metric and KPI's.  These call centers are collecting data from other systems beside the ACD.  Some of these other systems include:
  • IVR - to show where calls have abandoned or "zero" out to an agent most often;
  • CRM - Sales revenue, quotes, invoices, CSat, lost customers and forecasting data;
  • WFM - Adherence;
  • Surveys - FCR and CSat scores;
  • Call Costs;
  • Home Grown Databases - these are databases that are critical to the business and can include data from FCR, customer satisfaction ratings, revenue, call costs, trends and goals.
To follow best practices of real time reporting and call center digital signage a call center should be capturing the data that directly affects each level of the call center. This data should then be scrubbed and optimized for each of the stakeholders in the call center (agent, team leaders, managers, and senior management). Each stakeholder requires different actionable information to be able to effectively do their jobs.

Contact Spectrum today to learn more about Metrics that Matter most to a call center and what information each stakeholder is receiving from the real time reporting and call center digital signage solution.

Dan Boehm
VP Sales and Marketing
+1 713 986 8839