counting what counts in contact centres - a course introduction
TRANSCRIPT
ContactCentreSmartDismantling Frustration. Engineering Happiness
Counting what counts in contact centres...
Image credit: sxc.hu/profile/onetwo
Insight Training by
We have
measures(and acronyms)
for just about
everythingthat…
https://neuronarrative.files.wordpress.com/201
HOLD
SERVICE LEVEL%
FCR
AHT
Adherence
Shrinkage
% Abandoned
Occupancy
% Repeat Calls
SLASA
AHT
Cost per Call
Quality Monitoring
Staff Retention
NIA
8
Call Load
Forecast Accuracy
Staff Satisfaction
Coaching QualityHiring Quality
CultureCohesion™
LeaderMojo™
NPS
% Transferred
% Escalated
CSatFCR
% IVR Complete
CES
It’s a bit of a
colourfulmess…
http://th04.deviantart.net/fs71/PRE/i/2012/237/7/1/colorful_mess_by_xchristina27x-d5ccdiw.jpg
Ok…
we doneed
metricsto… http://www.leaderslaboratory.com/wp-
content/uploads/2013/09/Marketing-Performance-Metrics.jpg
manage our contact centres
more smartly
http://img.photobucket.com/albums/v642/shakespeares_sister/shakes6/EQqRH.jpg
But, hang on a precious
second…
http://asacredexperience.com/wp-content/uploads/hourglass-1489683.jpg
Are we
countingwhat really
counts ?
http://thesalesblog.com/wp-content/uploads/2014/08/shutterstock_150042590.jpg
Or are we leaving it to
chance?
http://gamessaga.com/wp-content/uploads/2014/07/responsible-gambling.jpg
“Not everything that
can be counted countsand
not everything that counts can be counted.”
15
Albert Einstein
metrics that
mattersuch as…
http://upload.wikimedia.org/wikipedia/commons/2/26/Sagrada_Fam%C3%ADlia._Interior_nau.jpg
HOLD
SERVICE LEVEL%
FCR
AHT
Adherence
Shrinkage
% Abandoned
Occupancy
% Repeat Calls
SLASA
AHT
Cost per Call
Quality Monitoring
Staff Retention
NIA
21
Call Load
Forecast Accuracy
Staff Satisfaction
Coaching QualityHiring Quality
CultureCohesion™
LeaderMojo™
NPS
% Transferred
% Escalated
CSatFCR
% IVR Complete
CES
In our
explorationof contact centre metrics…
http://upload.wikimedia.org/wikipedia/commons/d/d8/NASA_Mars_Rover.jpg
Finally you’ll
discoverhow to…
http://upload.wikimedia.org/wikipedia/commons/d/d8/NASA_Mars_Rover.jpg
Presentinformation that inspires
actionhttp://dayzigngraphics.com/wp-content/uploads/2013/07/SparkBrain.jpg
PeopleSmart
PeopleSmart
OperationsSmart
OperationsSmart
Counting what counts in contact centres…
35
CustomerSmart
CustomerSmart
StrategySmart
StrategySmart
Hierarchy of Counting
Image: http://www.kingtutone.com/pyramids/information
Operations Smart
36
Service Level (SL)
Response Time (RT)
Occupancy
Average Handling Time (AHT)
Call load
Forecast accuracy
Adherence to Schedule
Cost (or Revenue) per contact
ContactCentreSmartDismantling Frustration. Engineering Happiness
http://www. http://aamerch.com/about-us/our-operations
People Smart
37ContactCentreSmartDismantling Frustration. Engineering Happiness
http://assets3.bigthink.com/system/idea_thumbnails/19540/headline/Picture_545.png?1270842149
Staff satisfaction
Staff engagement
Staff retention
Coaching effectiveness
Hiring effectiveness
CultureCohesion™
LeaderMojo™
Customer Smart
38ContactCentreSmartDismantling Frustration. Engineering Happiness
Net Promoter Score (NPS)
Customer Effort Score (CES)
Customer satisfaction
Quality monitoring
First call resolution
Repeat calls
Next Issue Avoidance (NIA)
Transferred/Escalated Calls
IVR Complete Ratio
http://upload.wikimedia.org/wikipedia/commons/a/aa/Tony_hsieh.jpg
Strategy Smart
39ContactCentreSmartDismantling Frustration. Engineering Happiness
http://www.cleanegroup.org/assets/Images/_resampled/blogphoto-OSW-turbines2.jpg
Counting the contact centre’s
contribution to:
• Quality and innovation
• Marketing initiatives
• Products and services
• Service delivery
• Self-service
• Brand reputation
• Word of mouth
ContactCentreSmartDismantling Frustration. Engineering Happiness
Need to explore more supporting content for this course? Read here…
Read
Find this content useful? Connect with me on LinkedIn…
Connect
Need this course customised for your organisation? Enquire here…
Enquire
Need more information regarding this course? Find out here…
Info
About your facilitator...Hilario Fiandeiro
Hilario is the owner of ContactCentreSmart, an
independent consulting practice, specialising in
‘dismantling frustration and engineering happiness™’
in customer-facing environments.
He has more than fifteen years experience, as an
operations manager, facilitator and management
consultant, across various industries, in the customer
experience and contact centre space.
As a professional consultant operating from
Johannesburg, South Africa, Hilario focuses exclusively
on making customer-serving professionals more
successful and customer interaction experiences
more rewarding.
For more information…
Contact me on:
www.ContactCentreSmart.com