Metrics

[vikasarora]

How do you measure performance of IT in a call centre with a metric which relates to finansial performance ?

What other metrics do use to measure IT Performance..would
like to benchmark ..

[cclegg06]

IÂ’ve had a lot of success measuring call center ROI through the combination of customer feedback combined with some center metrics.

1. Determine the “profits” made by the center. This is done by looking at the impact the center performance is having on customer loyalty and related word-of-mouth.

2. Determine profits made if no center was available. This is determined by looking at the loyalty of customers who do not contact for assistance.

3. Subtract 1 from 2 and you get a gain (or loss) in profits made by the center.

4. Subtract 3 from the overall cost of the center (salary, rent, overhead, etc.). This result in a “gain in profits after cost” (might be a negative number).

5. Divide 4 by the cost of the center and you have an ROI (return on investment) percentage.

The real value of this ROI is four fold. You have an argument of how the centerÂ’s operation contributes to the bottom line of the company. You have the ability to compare multiple centers. You have a benchmark from which you can track performance. You have a tool that is directly related to rep performance that relates to the overall companyÂ’s bottom line.

Â…

This is hard to explain in a brief posting. Please feel free to contact me directly by email or phone if youÂ’d like to schedule a time to talk. IÂ’ve been working with these models for about 5 years and am happy to share ideas and case studies.

Good luck!