Measuring Knowledge Teams

[NBosch]

Hi all,

The call center I am managing is responsible for the handling of technical queries for a broad range of products (PC's, NB's, Multimedia and Consumer Electronics). This calls of course for well filled and up to date knowledge systems, for which I have a specialist team responsible.

Because of their job definition ( provide solutions to others, no direct customer contact themselves ), I need to measure them and to set clear targets for them.

Does anybody have experience with this or can anyone spare some advice ?

Thx in advance.

NBosch
CHM - Medion NL

[dlexmond]

One of the obvious ways to measure success is if your customers use the knowledge based tools as self help solutions - in other words make your staff responsible for reducing voice contact rates.

Another is to review the % of calls that are resolved the first time, and set targets to improve that % based on improved quality of information available to your agents. This one is a bit trickier because the ability of the rep to present information affects this variable as well, but you can screen for this by comparing resolution rates per individual agent.

Hope this helps.

[NBosch]

Company policy makes it impossible to maintain a quality knowledge base that is accessible for end-users at the moment. Therefor I can not measure this.

The first time fix rate is a quality tool to measure my agents ( as you said ; the communicative skills of the agent influence their effectiveness as much as their technical skills ). The tech-team ( or competence team, as we call it ), have (so far) no influence when it comes to communication training, and therefor, I do not directly link the FTF to them.

At the moment, I have agreed with this team to the following standards:

1. Request solve rate; How many of the "offered" (not handled) requests are solved within 48 hours.

2. Known Solve request rate; How many "known solves" are offered as a new request for information. ( If this is a high figure, than either my agent does not know how to handle his knowledge bases or the competence team needs a course " effective writing for tech-support" ).

3. Non faulty return rate; I have a small test team to my availability that tests returned goods for non faulty products. If a product is not broken and there is a known solve, then this is a sign of weakness of the call agent, if the product is not broken and there is NO known solve ( but the test team finds it )... this is a bad sign for the competence team.

All feedback is highly appreciated....