measuring call centre effectiveness

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MEASURING CALL CENTRE PERFORMANCE Examining and Measuring the Effectiveness of your Call Centre

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Page 1: Measuring call centre effectiveness

MEASURING CALL CENTRE PERFORMANCE

Examining and Measuring the Effectiveness of your Call Centre

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WHAT IS CALL CENTRE EFFECTIVENESS?

Cost saving

Acquisition

Efficiency

Loyalty/Retention Reach

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WHAT IS EFFECTIVE?

• Deliver world class service!

• Provide a quality service!

World Class

Getting all the basics right, all the time!

Quality

Identifying and meeting the customer’s expectations,

using the minimum of resources required.

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• Actual to budget. • Capex & Opex as proportion of Actual. • Staff Cost as a proportion of Opex. • Telecoms cost as a proportion of Opex. • Telecoms cost per call in & out. • Mean Opex cost per agent. • Mean Opex cost per support staff. • Opex cost per call. • Opex cost per customer.

MEASURES - FINANCIAL

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• Tracking total customer base. • Tracking number of customer contacts. • ASA. • SL & proportion of time SL achieved. • % Abandoned calls & Av. time to

abandon. • % First call resolution. • Average call duration in&out. (Contact

Hrs) • Average resolution time (turnaround). • % Complaints and/or escalations.

MEASURES - SERVICE

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• Ratio calls to subscribers. • Ratio calls to agents. • Average number calls handled / agent. • Average number calls offered / agent. • Labour days paid. • % Absenteeism (leave, sick, other). • Ratio scheduled time to schedule

adherence. • % Shrinkage (Prop. shrinkage analysis).

MEASURES-PRODUCTIVITY

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• Shrinkage analysis. • Hrs coaching intervention. • Hrs training intervention. • Average salary cost per agent. • Number disciplinaries. • Number resignations - % churn. • Number new staff added. • Analysis ratios temp to perm. • Ratio labour hrs paid to worked to

available.

MEASURES - PEOPLE

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COMPARISONS?

• Own history - trend analysis. • Variations - Seasonal, Monthly,

Weekly, Product etc. • Other call centres/departments. • Benchmarking.

• Local & International. • Formal & Informal.

• Plans/projections/forecasts & targets.

• Service recovery initiatives.

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WHO REALLY DECIDES?

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CUSTOMER SATISFACTION MEASUREMENT

Will she buy again?

Will he recommend you?

Overall - is the customer satisfied?

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CUSTOMER VOLUNTARY PERFORMANCE

Rejection Zone

Acceptance Zone

1 2 4 5 3 0%

50%

100%

82%

Preference Zone!

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CUSTOMER SURVEY DESIGN

SITUATIONAL

SYSTEMIC

STRATEGIC

Moments of

Truth

Cross Segment Problems

Customer Value

Proposition(s)

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MAKING CUSTOMERS COLLEAGUES. • Identify customer expectations. • Identify moments of truth. • Identify top unfulfilled needs. • Identify retention needs. • Identify customer value proposition. • Align service delivery mechanisms

behind CVP. • Use continuous improvement model to

action failures.

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REMEMBER! • Bring the customer’s voice into the

business. • Let customer needs direct ops

initiatives. • Identify & measure every customer

touch-point. • Create cross-functional continuous

improvement teams. • Above all RESPOND!!!!!!

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QUESTIONS & DISCUSSION

Margie Middleton 083-409-8833

[email protected]