Today’s call center technologies make it easy to capture enormous amounts of performance data. But what does it all mean? If customer satisfaction improves but costs also go up, is that good or bad? Is my Call Center performing better this month than it was last month?
Despite all the data that Call Center managers have at their fingertips, most cannot answer a very basic question:
How is my Call Center performing?
MetricNet has devised the Call Center Balanced Scorecard to answer this very question!
The Call Center Balanced Scorecard takes the most important metrics – including Cost per Contact, Customer Satisfaction, First Contact Resolution Rate, Agent Utilization, Agent Job Satisfaction, and Average Speed of Answer (ASA) – and combines them into a single, overall measure of performance. When tracked over time, the Balanced Scorecard tells you whether your call center is improving…staying flat…or getting worse!
Now, for the first time, MetricNet’s Call Center Balanced Scorecard builder is available free of charge!
Follow the 3 steps below to get started NOW with your Balanced Scorecard Builder from MetricNet!
Need assistance? Have questions? Contact us!