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Contact Center KPI

Contact Center KPI. Drew Judkins. KPI: “Key-Performance-Indicator”. Why?. “What gets measured gets done.” -Tom Peters. “What gets measured gets done. What gets paid for gets done more.” -Tom Peters. What do all these metrics mean? . Examples:

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Contact Center KPI

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  1. Contact Center KPI Drew Judkins

  2. KPI: “Key-Performance-Indicator”

  3. Why?

  4. “What gets measured gets done.” -Tom Peters

  5. “What gets measured gets done. What gets paid for gets done more.” -Tom Peters

  6. What do all these metrics mean? Examples: • If my abandonment rate goes up, but my cost per contact goes down, is that good or bad? • If my agent utilization is fantastic, but first-contact-resolution is declining, is that good or bad?

  7. Question • How is my contact center performing? • Are we performing better this month than we did last month?

  8. What role should KPI play in CC? • Ability to track and trend performance • Establish goals • Assign accountability for achieving goals • Identify, diagnose, and correct performance problems

  9. “Sometimes, less is more.” • Somebody smart

  10. “Computers in the future may weigh no more than 1.5 tons.” Popular Mechanics, 1949

  11. “Simplification is one of the most difficult things to do.” • Jonathan Ive, Designer of iPod and iMac

  12. What do we measure? • Calls Incoming • Calls Offered • Offered Percentage • Calls Answered • Calls Abandoned • Abandon Percentage • Avg. Abandon Time • Calls Refused • Refusal Percentage • Calls Transferred • Transfer Percentage • Calls Escalated • Escalation Percentage • Short Calls • Short Call Percentage • Avg. Talk Time • Avg. Hold Time • Avg. After Contact Work • Avg. Handle Time • Avg. Unavailable Time • Multiple Contact Rate • Multiple Contact Rate • Average Speed To Answer • Longest Time to Answer • Total Talk Time • Total ACW • Total Hold Time • Total Handle Time • Active Percentage • Calls Queued • Etc., Etc., Etc.

  13. Five KPIs • Cost per interaction (call, email, chat) • Customer satisfaction • First contact resolution rate • Agent utilization • Aggregate contact center performance

  14. Why only five KPIs? • 80/20 rule applies: 80% of the value you receive from performance measurement can be derived from five simple metrics • Empirical evidence from benchmarking thousands of companies

  15. 1) Cost per interaction • One of the two foundational metrics every call center should track • Why? • Understand the overall cost to provide services at the per interaction level • Labor is the single largest expense in a call center (average 70%)

  16. 1) Cost per interaction (Cont.) Questions: • What is included in “cost”? • How do I decrease my cost per interaction? • What can cause my cost per interaction to go up?

  17. 2) Customer Satisfaction • 2nd foundational metric (but at odds with cost) • How satisfied are customers with the service they received? • Not a measure of the company or product • Best practice is to capture satisfaction in post-interaction survey • Overall call center satisfaction, but also measure by skill, by team, by agent

  18. 3) First contact resolution • Largest driver of customer satisfaction • What is FCR? • How do we measure it? • How do we improve it? • Agent training • Knowledge bases • Agent incentives (tied to FCR)

  19. 4) Agent utilization • As FCR is to Satisfaction, Agent utilization is to Cost (primary indicator) • Defined: The percentage of time agents handle calls vs. wait for calls to arrive; the inverse of occupancy is idle time • Also referred to as “Occupancy” • Not “Adherence”

  20. 4) Agent utilization (cont.) • 80-90% utilization equals higher turnover because of agent burnout • Under 50% equals boredom and you lose your good agents

  21. 5) Aggregate CC performance • A single measure of overall performance • Aggregate the following six metrics: • Cost/Contact • First-Contact Resolution (FCR) • Customer Satisfaction • Average Speed of Answer • Call Abandon Rate • Agent Utilization

  22. 5) Aggregate CC performance (con’t.) • Tracked over time • Is overall performance improving? • Share outside the call center (rather than sharing 25 metrics that people may not understand) • Calculation

  23. Contact Center Excellence • Some of you have recognized that when it comes to performance metrics, less really is more • Do you want to measure, manage, and continuously improve your contact center? • Understand and track these five KPIs

  24. “Don’t be irreplaceable. If you can’t be replaced, you can’t be promoted.”

  25. Future of inContact Reporting • Exciting plans around reporting; announced on Thursday at Tech Talk (8:30am) • inTouch / CallDetail discussion tomorrow at 10:30am

  26. Key Takeaways One Two Three KPI: Less is more • The foundational KPIs for inbound customer service: • Cost per call • Customer satisfaction Continuously improve your call center by focusing on just five KPIs

  27. “Tis better to be silent and thought a fool, than to speak and remove all doubt.” Abraham Lincoln

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