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Call center metrics

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  • #34799

    Fin
    Participant

    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..

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    #96347

    Kendra
    Participant

    Some 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.

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    #96367

    Hemant Gham
    Participant

    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,
    Hemant

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    #96370

    Mandeep vats
    Participant

    Hi!
    Also repeat calls will be a good measure of quality of query resolution.
    regards

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    #96372

    Arijit
    Participant

    Hi 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.

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    #96375

    G
    Participant

    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
    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.

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    #96388

    Fin
    Participant

    G
    I logged onto http://www.copc.com ???? but cannot locate exhibit1, can you tell me what section these are in??
     
    Thanks

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    #96399

    G
    Participant

    Fin ,
    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 standard

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    #96928

    Dave Howell
    Participant

    Yes, I consulted in a Third Party Administrator (funded and unfunded healthcare) call center.
    1. Wait time – (que before a human answers)
     

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    #96933

    indresh
    Participant

    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

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    #96934

    G
    Participant

    I 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 Operation

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    #96988

    Narayanan Venkatakrishnan
    Participant

    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
     

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    #96989

    Ashok
    Participant

    If 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,
    Ashok

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    #97019

    Sunil M Massey
    Member

    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]
    Sunil

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    #137771

    Schuette
    Participant

    Hi 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]
    Jim

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