Call Center Performance Best Practices
Call Center Best Practices: Part 1
Call Center Performance Cheat Sheet
By Jeff Rumburg
Performance measurement and management is the base building block for call center best practices followed by people, process and technology. No call center that has ever achieved World-Class performance did so without a strong performance measurement and management discipline. So we believe KPIs, specifically the discipline of performance measurement and management, is an even more fundamental building block than Human Resource management. We have developed a series of Call Center Performance Best Practices cheat sheets you can use to gain insight on what you need to do when you identify a performance gap in your call center.
In the first of MetricNet’s cheat sheet series we’ve lifted some of the more common best practices in Call Center Performance Measurement. Best demonstrated practices include metrics, goals, diagnoses and accountability, cost and customer satisfaction, formal measurements and performance compliance, call center balanced scorecard and management reporting. Cause-and-effect relationships are then measured by influence on KPIs such as cost per call, customer satisfaction, agent utilization, first call resolution, call quality, handle time, agent turnover and business effectiveness. Let’s take a look at five best practices in more detail.