The statistics and metrics you provide (display) to your call center and agents should be changing their performance. If you are not seeing a change in performance this could mean:
- You are not reporting the proper metrics;
- Your goals are not set properly;
- You are not showing (displaying) the correct metrics and statistics;
- You do not show the appropriate amount of concern to your agents.
The goals that are set will trigger threshold alerts and messages to the agents. If the goals are set too high or low it will trigger an alert message to the agent too often. (How often do you pay attention to a car alarm going off?) Set the goals properly for the metric based on the industry standards, your staffing levels, time and day of the week and your agent's skill sets. Each group should have its own level of thresholds not one level. For example, in the insurance industry a new policy group would want to keep a very low abandon rate while the cancellations group may have a higher abandon rate.
The proper use and reporting of metrics and statistics in your call center will improve the overall performance in your call center. If you are not seeing an improvement in performance it could be one of four reasons for this lack of performance change. As a manager you should also review your goals at least annually to ensure on-going performance improvements.
Spectrum is a leading provider of Unified Contact Center Reporting. Contact Spectrum today to learn more about Contact Center Activity Monitoring and Unified Reporting.
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