I recently ran an AHT improvement project – the data was not normal but to understand it more we broke the component parts of AHT down and ran them through control charts – this was to understand which part of AHT was in or out of control. Targeting outliers is a quickwin and wont solve your problem. Also split it by call type if you can and…[Read more]
Our Finance dept work closely with our BB’s purely for the COPQ for tracking benefit and realisation. We got stuck early on due to the project being the first to tackle ‘Satisfaction’ head on and they didnt have any previous experience – everything we do now is linked in some way to ‘Satisfaction’ and therefore COPQ is getting easier to understand.
I have been working on a project for the last year which has had a strong connection to Customer Satisfaction and Employee Satisfaction in a call centre environment. Various hypothesis have been raised and tested.
First thing we did was to understand the ‘key driverts’ of satisfaction. We used the data from real time and monthly Cust Sat s…[Read more]