Contact Center Measurements

[James Meyer]

We will be implementing an Incentive Plan for smaller group supporting a unique product within our Call Center and are looking for some opinions on how to do this.

The group mainly performs information management and data entry by making outgoing calls, receiving faxes and retrieving infomation from web sites for our clients. The data entry duration per client is very quick, taking about 30-45 seconds per entry.

We can measure Quality and Accuracy. Because the agents are not taking incoming calls we do not measure availability.

Any suggestion would be appreciated on how to measure agent performance when the peformance involves multiple contact types but not including an incoming call.

[TPodlesak]

I would suggest you developed a set of standards and basic expectations for handling the customer. This standards should cover procedures for data entry, answering questions correctly, response time, following policy and general customer service skills. Once you have set these standards each agent can be evaluated and given a score. Use your standard review form as a guide. Rewards are set based on the score.

Just a note; one of the most important factors in any monitoring program is consistency. The set of standards are a guide. You will also need to set standards on when and how often do you monitor. I have about 20 CSR's who go through the performance eval once every 7 days. New hires are done twice a week for the first 30 days.

I hope this information is helpful.