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Call Center Metrics

  1. 1. Call Center Metrics
  2. 2. Daily Training Schedule <ul><li>S tart day 07 : 3 0 am </li></ul><ul><li>Short break 10:00 am </li></ul><ul><li>Prayers break 12:15 pm </li></ul><ul><li>End Day 02:30 pm </li></ul>
  3. 3. G ROUND R ULES
  4. 4. Training Basic Rules <ul><li>Do not feel embarrassed to ask questions. </li></ul><ul><li>Take part in discussions, presenting your ideas with confidence, integrity and an open mind, without hesitation. </li></ul><ul><li>In case of ambiguity, ask for a clarification, or elaboration. </li></ul><ul><li>Only one person should be allowed to speak at a time. </li></ul><ul><li>Side-talks are not allowed. </li></ul><ul><li>Do not let differences of opinions and viewpoints hold you back. </li></ul><ul><li>Please be punctual and adhere to schedule. </li></ul><ul><li>Please turn off your mobiles to avoid distraction. </li></ul><ul><li>Do not block your mind, saying that you are already familiar with a certain idea: there must be something new to learn. </li></ul><ul><li>Enjoy your time and try to gain benefit as much as you can. </li></ul>
  5. 5. Objectives & Learning Outcomes <ul><li>By the end of the programs, participants will be able to be familiar with the following: </li></ul><ul><li>The difference between internal and external metrics. </li></ul><ul><li>Able to measure his performance and attitude. </li></ul><ul><li>Able to identify the caller satisfaction process. </li></ul><ul><li>Achieve Productivity and quality. </li></ul>
  6. 6. Program Outlines <ul><li>Service Quality Measurement. </li></ul><ul><li>World class call center management. </li></ul><ul><li>Introduction. </li></ul><ul><li>Internal Metrics. </li></ul><ul><li>Sources of call center data. </li></ul><ul><li>Most Popular Internal Metrics. </li></ul><ul><li>External Metrics. </li></ul><ul><li>Definition of External metrics. </li></ul><ul><li>Moment of truth (MOT). </li></ul>
  7. 7. Program Outlines <ul><li>Most popular External Metrics. </li></ul><ul><li>Caller Satisfaction (CS). </li></ul><ul><li>Principle Global CS Measures. </li></ul><ul><li>A Model of the CS Process. </li></ul><ul><li>Content of a CS Program. </li></ul><ul><li>Call Center Service Level Attributes. </li></ul><ul><li>Key Indicators of CS Program. </li></ul><ul><li>External Analysis for the CS Program. </li></ul>
  8. 8. Team Contest
  9. 9. The Programme
  10. 10. Service Quality Measurement Telphone Moment of truth 1-ASA 2-Queue Time 3-Abandon Internal Metrics 1-Answer 2- Customer Satisfaction External Metrics
  11. 11. World class call center management <ul><li>“ The art of having the right number of agents in their seats, at the right times, accurately answering a correctly forecasted call load at the appropriate service level and at the lowest possible cost while delighting the majority of callers.’’ </li></ul>
  12. 12. Introduction <ul><li>One of the many unique aspects about managing a call center </li></ul><ul><li>Is that there is an abundance of easily-available process </li></ul><ul><li>measurements from which to select in establishing a </li></ul><ul><li>management feedback and control system </li></ul><ul><li>More importantly many of these measurements are provided at no extra cost from the standard technologies </li></ul>
  13. 13. Call Center Metrics <ul><li>Internal Metrics </li></ul><ul><li>External Metrics </li></ul>You get What You Measure
  14. 14. Internal Metrics Measuring the Heartbeat of the Call Center
  15. 15. Call Center Data Sources of
  16. 16. Automatic Call Directory <ul><li>Call frequency. </li></ul><ul><li>Caller tolerance ) acceptance ( for waiting in the queue. </li></ul><ul><li>Telephone activity by agent. </li></ul>
  17. 17. Integrated Voice Response Unit <ul><li>Who is calling the call center. </li></ul><ul><li>What are they calling about. </li></ul><ul><li>What did they access to get what they wanted. </li></ul>
  18. 18. Voice Network Services <ul><li>Who is Calling the call center. </li></ul><ul><li>What are they calling about. </li></ul><ul><li>Did they get through to the call center. </li></ul>
  19. 19. Data Network Services <ul><li>What telecommunications equipment is in use. </li></ul><ul><li>What telecommunications Equipment is out of service. </li></ul><ul><li>What software databases are being accessed. </li></ul>
  20. 20. Line Monitoring Devices <ul><li>What was discussed? </li></ul><ul><li>How well it discussed? </li></ul><ul><li>When was it discussed? </li></ul>
  21. 21. Data Terminal Monitoring Devices <ul><li>What software was accessed? </li></ul><ul><li>When was it accessed? </li></ul><ul><li>How was it accessed? </li></ul>
  22. 22. Adherence Monitoring Devices <ul><li>Which agents are logged on? </li></ul><ul><li>Are they working on telephone calls? </li></ul><ul><li>Are they working as planned? </li></ul>
  23. 23. Computer Assisted Telephone Surveys <ul><li>Was the caller satisfied with the call experience? </li></ul><ul><li>Would the caller recommend the call center to others? </li></ul><ul><li>Did the call center build loyalty? </li></ul>
  24. 24. Most Popular Internal Metrics
  25. 25. Adherence <ul><li>Definition of Metrics </li></ul><ul><li>Measurement of agents in their seats as scheduled. Adherence is calculated as a percentage equal to (actual time a TSR is logged into the system ready to answer the telephone) divided by the total time the TSR is scheduled to be ready to answer the telephone) times 100 </li></ul>
  26. 26. Adherence <ul><li>Data Capture and Reporting </li></ul><ul><li>The data for the percent adherence is taken from the ACD and should be reported on daily and tracked both weekly and monthly </li></ul><ul><li>Suggested Goal for Metric </li></ul><ul><li>Best Practices dictate that individual agent adherence should be 92% or better </li></ul>
  27. 27. After Call Work Time (Wrap-up Time) <ul><li>Definition of Metrics </li></ul><ul><li>This is the time after a call is completed that the TSR needs to complete administrative work related to the call </li></ul>
  28. 28. After Call Work Time (Wrap-up Time) <ul><li>Data Capture and Reporting </li></ul><ul><li>Wrap-up times by call center overall Very helpful and they are available from the ACD. This metric should be tabulated by group and individual daily, weekly, and monthly. Appropriate comparisons to past trends should be made graphically . </li></ul><ul><li>Suggested Goal for Metric </li></ul><ul><li>The average for wrap-up time is 60 seconds . </li></ul><ul><li>We suggest a goal from 30 to 60 seconds. </li></ul>
  29. 29. Average Abandonment Time <ul><li>Definition of Metric </li></ul><ul><li>This is the average in seconds a caller waited before abandoning a call. Unless there is a specific industry need tracking </li></ul>
  30. 30. Average Abandonment Time <ul><li>Data Capture and Reporting </li></ul><ul><li>This is gathered by ACD and should be reported daily and weekly </li></ul><ul><li>Suggested Goal for Metric </li></ul><ul><li>Across industries the average for this metric is 60 seconds. We suggest a target range of 20 to 60 seconds </li></ul>
  31. 31. Abandon rate
  32. 32. Abandon rate
  33. 33. Reduce Abandons out of queue
  34. 34. Abandon rate data
  35. 35. Average Handle Time (AHT) <ul><li>Definition of Metric </li></ul><ul><li>( AHT) The sum of talk time and after call work time </li></ul><ul><li>Data Capture and Reporting </li></ul><ul><li>AHT is provided by the ACD. It should be run daily and investigated weekly and monthly. There should be an AHT report formatted by call center. </li></ul>
  36. 36. Average Handle Time (AHT) <ul><li>Suggested Goal for Metric </li></ul><ul><li>The AHT goal would depend on call center type. We suggest targeting the average between 3 and 10 minutes (+) or (–) 15%. </li></ul><ul><li>It’s probably best if you can develop a range based on call types and shifts. By Creating a range that is acceptable you avoid the single number target issue </li></ul>
  37. 37. Average Handle Time (AHT)
  38. 38. Handle Time Data
  39. 39. Reducing handle time using the stoplight method Stoplight Color Call volume Process Green Normal call volume Normal call process including marketing programs Yellow Long queue / peak periods Accelerated call process with reduced or no marketing, reduced or no tracking or data collection Red Call overload / Emergency New revised call process
  40. 40. Reduce talk time and after call work time
  41. 41. Average Hold Time <ul><li>Definition of Metric </li></ul><ul><li>Is the average number of seconds that a TSR places customers on hold. </li></ul><ul><li>Data Capture and Reporting </li></ul><ul><li>The ACD can report the hold time by TSR and give an average number of seconds. This metric should be reported daily, weekly, and monthly. </li></ul>
  42. 42. Average Hold Time <ul><li>Suggested Goal for Metric </li></ul><ul><li>Across industries hold time average </li></ul><ul><li>60 seconds. We suggest targeting hold time between 20 and 60 seconds. </li></ul>
  43. 43. Average Number of rings <ul><li>Definition of Metric </li></ul><ul><li>This is the average number of rings the customer hears before the call is answered by the system whether by a TSR or IVR. </li></ul>
  44. 44. Average Number of rings <ul><li>Data Capture and Reporting </li></ul><ul><li>This data is gathered by the ACD. Reporting should be daily </li></ul><ul><li>Suggested Goal for Metric </li></ul><ul><li>Across industries, the average number of rings is 2 or 3, We suggest targeting the numbers of rings between 2 to 4 </li></ul>
  45. 45. Average Queue Time <ul><li>Definition of Metric </li></ul><ul><li>The average number of seconds the caller spends waiting for TSR to answer telephone after being placed in the queue by the ACD </li></ul>
  46. 46. Average Queue Time <ul><li>Data Capture and Reporting </li></ul><ul><li>The ACD can give data by application or call type for all calls for the center. It can be posted daily, weekly, and monthly for all call center employees to see. </li></ul><ul><li>Suggested Goal for Metric </li></ul><ul><li>Across industries the queue times average 150 seconds. We suggest targeting queue times to between 30 seconds and 90 seconds. </li></ul>
  47. 47. Average Speed of Answers <ul><li>Definition of Metric </li></ul><ul><li>The equal to the total time in queue divided by the to the total number of calls answered. </li></ul>
  48. 48. Average Speed of Answers <ul><li>Data Capture and Reporting </li></ul><ul><li>Available directly from the ACD and should be reported in half hour increments (increase ) and plotted (plan ) for trend detection. </li></ul><ul><li>Suggested Goal for Metric </li></ul><ul><li>This metric called ASA and it’s targeted to be less than 20 seconds. </li></ul>
  49. 49. Average Speed of Answers
  50. 50. Speed of Answer ( Seconds)
  51. 51. Average Talk Time <ul><li>Definition of Metric </li></ul><ul><li>Total number of seconds the caller was connected to the TSR </li></ul><ul><li>Data Capture and Reporting </li></ul><ul><li>Talk time is gathered and reported by the ACD and should be assessed weekly and monthly .its helpful for management as a tool. </li></ul>
  52. 52. Average Talk Time <ul><li>Suggested Goal for Metric </li></ul><ul><li>Across industries, talk time average 330 seconds. For technical support calls, this can be 6-10 minutes. We suggest targeting talk time between 270 and 360 seconds. </li></ul>
  53. 53. Monitoring Scores <ul><li>Definition of Metric </li></ul><ul><li>The result of qualitative grading of TSR calls by quality assurance specialists. </li></ul>
  54. 54. Monitoring Scores <ul><li>Data Capture and Reporting </li></ul><ul><li>Monitoring scores do not have one common measurement system, It is recommended that agents be monitored four to five times per month. </li></ul><ul><li>Suggested Goal for Metric </li></ul><ul><li>A general goal is not applicable for this metric. </li></ul>
  55. 55. Employee perception of monitoring
  56. 56. Service Level <ul><li>Definition of Metric </li></ul><ul><li>The formula for service level is = (calls answered on less than X seconds) / offered calls times 100. </li></ul>
  57. 57. Service Level <ul><li>Data Capture and Reporting </li></ul><ul><li>The data to calculate service levels is readily available from the ACD. Service levels should be monitored on a continuous basis since this is leading indicator of problems. </li></ul><ul><li>Suggested Goal for Metric </li></ul><ul><li>The goal through industries is 80% of the </li></ul><ul><li>calls answered in 20 seconds. </li></ul>
  58. 58. Service Level
  59. 59. Service Level Data
  60. 60. External Metrics Measuring the Heartbeat of the Caller
  61. 61. Definition of External metrics <ul><li>This are usually characterized as soft” numbers as they are the collected attitudes, opinions, and emotions of customers or other interested parties. The data may be collected by surveys. </li></ul>
  62. 62. Moment of truth (MOT) <ul><li>An MOT is any and every event where a customer experience and access the performance of your product or service </li></ul><ul><li>MOT makes the customer stands at the cross roads and decides to re-use or recommend your call center to others or vows to never use call center service again. </li></ul>
  63. 63. Most popular External Metrics
  64. 64. Caller Satisfaction (CS) <ul><li>Caller Satisfaction measurement program can generate reliable external metrics </li></ul><ul><li>CS can also ensure that quality improvement are properly focused on issues that are most important to the caller </li></ul><ul><li>The direct objective of CS measurement program is to generate valid and consistent caller feedback </li></ul>
  65. 65. Principle Global CS Measures <ul><li>Rejection: Very likely to take business elsewhere. </li></ul><ul><li>Acceptance: Service is adequate, but given another alternative customer will probably leave. </li></ul><ul><li>Preference: The loyal customers you must strive to retain. </li></ul>
  66. 66. A Model of the CS Process <ul><li>There are four factors that determine satisfaction: </li></ul><ul><li>Service Expectations . </li></ul><ul><li>Service Attributes ( quality ). </li></ul><ul><li>Past Experiences. </li></ul><ul><li>Demographic Variables ( customer type, age, gender, income, etc..) </li></ul>
  67. 67. Content of a CS Program <ul><li>Accessibility to the call center. </li></ul><ul><li>Interaction with the TSR. </li></ul><ul><li>The answer or solution provided by the TSR. </li></ul>
  68. 68. Call Center Service Level Attributes <ul><li>1- Caller Perceivable attributes Accessibility: </li></ul><ul><li>- Number of rings </li></ul><ul><li>- Queue time </li></ul><ul><li>- Hold Time </li></ul><ul><li>- Number of transfers </li></ul>
  69. 69. Call Center Service Level Attributes <ul><li>2- Caller Perceivable Attributes of the interaction with the TSR: </li></ul><ul><li>- Handled the call quickly </li></ul><ul><li>- Showed concern for the caller’s </li></ul><ul><li>situation </li></ul><ul><li>- Understood the caller’s question </li></ul><ul><li>- Spoke clearly </li></ul>
  70. 70. Call Center Service Level Attributes <ul><li>3- Caller perceivable attributes of the answer given by the TSR: </li></ul><ul><li>- Completeness of the answer </li></ul><ul><li>- Accuracy of the answer </li></ul><ul><li>- Fairness of the answer </li></ul>
  71. 71. Key Indicators of CS Program <ul><li>We will focus on three drivers </li></ul><ul><li>Overall Satisfaction with the quality of call center service experienced. </li></ul><ul><li>Re-purchase intention as a result of the experience with the call center. </li></ul><ul><li>Willingness to recommend the product/service to others. </li></ul>
  72. 72. External Analysis for the CS Program <ul><li>There should be a proven CS survey for CS program. </li></ul><ul><li>The Survey System is strongly recommended for caller data collection. </li></ul><ul><li>It’s critical to the efficient and effective running of a call center CS program. </li></ul>
  73. 73. <ul><li>The End </li></ul>
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