September 18, 2006 12:22 AM
Kathryn
I was the subject matter expert for a call center metric study sponsored by APQC, a Houston-based, not-for-profit research organization. We spent nine months gathering data, interviewing people, and attending site visits to determine the best call center metrics.
We found that much of the variation in measurement systems can be explained by the newness of the industry. Many call center managers continue to be in the “trial-and-error” stage of development, and are looking for the one “magic measure” that will solve all their problems.
We also discovered that measures need to change as the company changes.
Contact centers predominantly use three methods to determine what they will measure: benchmarking (used by 80 percent of participants), customer expectations (used by 68 percent of participants), and industry standard (used by 64 percent of participants). What companies measure is correlated directly with:
• Company culture - the number and types of measures depend on the company’s focus, for example, companies that lean toward employee involvement have a different measurement system than a company leaning toward a command and control structure does.
• Age of operation - the younger the company, the more volatile the measures.
• Experience level of the people - the greater the experience level, the more stable the measures.
Posted by:
callcruncher at September 22, 2006 05:28 PM
Posted by:
callcruncher at September 22, 2006 05:29 PM
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