Call center metrics
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Schuette.
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March 3, 2004 at 3:45 pm #34799
I am Working with a call center at present, who have data for everything. Does anyone have experience on what are the few key metrics that they found helpful for a call center. This company never plotted any of this data so rather than plot everything I would like to hit on the few key metrics..
0March 3, 2004 at 7:34 pm #96347Some key call center metrics are:
Volumes: avg. monthly inbound calls – point of entry(agent handled, automated, abandoned), and the call distribution percentages
Volumes: handled calls – inbound and outbound
Contact Completion – 1st contact completion, 2nd contact completion, etc (amount of touchpoints with the client)
Queue times: wait times in sec.
Total call length in mins.
Customer Satisfaction
Call complexity profile
Cost-per-contact, unit cost per call
Headcount distribution
Cycle time
% call completed in client timeframe
Volumes: work-in-progress
These are what we use in my shop.0March 4, 2004 at 7:55 am #96367
Hemant GhamParticipant@Hemant-GhamInclude @Hemant-Gham in your post and this person will
be notified via email.Hi Kendra,
Good metrics in your shop !
I have a question. How do you measure Customer satisfaction in your center? and Call complexity? Just curious.
Secondly, I feel average cost per contact, and average contact time (call length) can be super imposed and control charted to gain some valuable information for reporting and improvement action planning. I am sure your org. must be having some tracking and monitoring mechanism.
Cycle time reduction should be a great challenge in cost cutting. What do you say?
Thanks & Regards,
Hemant0March 4, 2004 at 9:01 am #96370
Mandeep vatsParticipant@Mandeep-vatsInclude @Mandeep-vats in your post and this person will
be notified via email.Hi!
Also repeat calls will be a good measure of quality of query resolution.
regards0March 4, 2004 at 9:36 am #96372Hi Fin,
A couple of questions first…….
1.What impacts the bottom line…(in other words how do you calculate net income …eg: no. of calls taken or in a collection scenario based on dollars ollected etc)
2. What does the customer expect ( eg: Call quality , adherence to script , compliance etc)
Answer these 2 questions you will be able to identify CTQ’s for yourself.0March 4, 2004 at 10:55 am #96375Why do you want to reinvent the wheel ?
I have found COPC standard to be quite exhaustive on standardisation of the contact centre metrics.
You can download the standard from the COPC site. Metrics are in Exhibit 1
I have implemented the same and the result is very good. In fact with the standard metrics defined, we have designed the Top Management Dashboard which can be drilled down to reach the operational level performance on weekly basis.0March 4, 2004 at 2:16 pm #96388G
I logged onto http://www.copc.com ???? but cannot locate exhibit1, can you tell me what section these are in??
Thanks0March 4, 2004 at 3:09 pm #96399Fin ,
You can go to materials & Info section in the site and download the Release 3.4 COPC Gold Standard.
Exhibit 1 is a part of the standard0March 15, 2004 at 11:42 pm #96928
Dave HowellParticipant@Dave-HowellInclude @Dave-Howell in your post and this person will
be notified via email.Yes, I consulted in a Third Party Administrator (funded and unfunded healthcare) call center.
1. Wait time – (que before a human answers)
0March 16, 2004 at 6:08 am #96933
indreshParticipant@indreshInclude @indresh in your post and this person will
be notified via email.look at what the customer wants
– faster and easy access
– quality of resolution
what business wants
– reduce repeated calls, rather they would want to reduce the total calls :-)
– cost per call
– effeiciency :- total calls handled by every agent which will be a derivative of call hold time, handling time wrap up time, etc etc
so measures used at our call center were mapped accordingly
Y1: Call/ Sub/ Month
Y2 – Service Level
X2.1: Abandon Level
X2.2: Call handling time
Y3: Congestion at IVR
X3.1: No. of channels per 1000 calls
Y4: Repeat Call %
X4.1: Call Audit Scores
X4.2: MES Feedback
Y5: Cost per call
X5.1: IVR Usage %
X5.2: Attrition %
Y6: Successful close looping
X6.1: % Call backs
X6.2: Complaints / Sub / Month
X6.3: Close Cancel %
X6.4: Wrong SR %
Y7 – Churn %
X7.3: % Customers calling on Comp. IVR
X7.4 – % Retention
Y8 – Quiz scores
X8.1: Induction Scores
X8.2: Refresher training
Y9 – Audit Score – Inbound Agents
X9.1: % Calibration
Y10 – Audit Score – Outbound Agents
X10.1: Call Backs in call centre
X10.2: Quiz Scores
0March 16, 2004 at 6:39 am #96934I repeat what I posted on Mar 4
Why do you want to reinvent the wheel ?
I have found COPC standard to be quite exhaustive on standardisation of the contact centre metrics.
You can download the standard from the COPC site. Metrics are in Exhibit 1 which is a part of the standard
I have implemented the same and the result is very good. In fact with the standard metrics defined, we have designed the Top Management Dashboard which can be drilled down to reach the operational level performance on weekly basis.
My centre handles more than 0.3 million call per day and equal amount of Back Office Processing.
Even with this volume, the metrics defined in COPC Standard are working excellent providing vital clue to both Top Mgt and Operation0March 17, 2004 at 8:57 am #96988
Narayanan VenkatakrishnanParticipant@Narayanan-VenkatakrishnanInclude @Narayanan-Venkatakrishnan in your post and this person will
be notified via email.Some of the metrics I feel are as follows :-
-Average speed of answer
-Calling hanging
-Call dropped
– Call picked up after the threshhold limit
-calls dropped.
Rgds
Narayanan
0March 17, 2004 at 9:26 am #96989If you are looking at Structured set of metrics for call centers, you should refer to the COPC-2000 standard. You can then pick and choose the ones that you would want from the list of metrics provided there.
Also, please clarify with your management as to what information they would want to manage their business better, both from internal efficiency as well as customer satisfaction perspective and then zero in on the key metrics. It is available as a free download from http://www.copc.org.
Regards,
Ashok0March 18, 2004 at 5:09 am #97019
Sunil M MasseyMember@Sunil-M-MasseyInclude @Sunil-M-Massey in your post and this person will
be notified via email.Dear G
I agree with you but can you share the dashboard prepared by you with off course not real numbers inside that .
My email id is [email protected]
Sunil0May 18, 2006 at 4:09 pm #137771Hi G
can you share the dashboard prepared by you without numbers, im right now trying to create metrics to evaluate our clerks from a call center.
My email id is [email protected]
Jim0 -
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