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Call Center Best Practices: Part 1
Call Center Performance Cheat Sheet

By Jeff Rumburg
Managing Partner

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.

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Jeffrey Rumburg

Jeff Rumburg is a co-founder and Managing Partner of MetricNet, where he is responsible for global strategy, product development, and financial operations for the company. As a leading expert in benchmarking and re-engineering, Mr. Rumburg authored a best selling book on benchmarking, and has been retained as a benchmarking expert by such well known companies as American Express, Hewlett-Packard, General Motors, IBM, and Sony. Mr. Rumburg was honored in 2014 by receiving the Ron Muns Lifetime Achievement Award for his contributions to the IT Service and Support industry. Prior to co-founding MetricNet, Mr. Rumburg was president and founder of The Verity Group, an international management consulting firm specializing in IT benchmarking. While at Verity, Mr. Rumburg launched a number of syndicated benchmarking services that provided low cost benchmarks to more than 1,000 corporations worldwide. Mr. Rumburg has also held a number of executive positions at META Group, and Gartner. As a vice president at Gartner, Mr. Rumburg led a project team that reengineered Gartner’s global benchmarking product suite. And as vice president at META Group, Mr. Rumburg’s career was focused on business and product development for IT benchmarking. Mr. Rumburg’s education includes an M.B.A. from the Harvard Business School, an M.S. magna cum laude in Operations Research from Stanford University, and a B.S. magna cum laude in Mechanical Engineering. He is author of A Hands-On Guide to Competitive Benchmarking: The Path to Continuous Quality and Productivity Improvement, and has taught graduate-level engineering and business courses.

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