General CC Performance Metrics

[DaveA]

We are beginning to build a global scorecard to track CC performance on a level playing field among many centers.

The business is similar to Airline bookings in that we are registering callers for appointments (set time) at our facilities.

The basic metrics we are using are

Transactions per CSR hour
Cost per transactions
Cost per registration
CSR : Support Ratio

I realize ths is a broad question but anyone have any other thoughts. (I always appreciate this boards insight)
DaveA

[mikael]

Dave,

Are the appointments for something that is repeatable? Are these new customers every time, or are you talking to an established repeat customerbase? If so, then I'd recommend developing some approaches to measuring customer retention rate as well.

How about CSR retention? How long does it take you to train a new rep to the point that they feel comfortable with their ability to handle 80% of what comes over the line at them? (I call this the Competency point, as in TTC: Time To Competency. And you should calculate the cost of that training, too -- and factor in the reality that as a new rep learns, they will negatively impact the productivity of typically two other reps.) This leaves you with the ability to measure the cost of maintaining your training inventory.

It's great that you are measuring costs for transactions and registrations -- I wish that every contact center did.

[ctaylor]

Dave,
Is there any pre-sales aspects to the appointments? If there is you may want to track the conversion percentage(to registration and to transaction). This will allow you to identify internal best practices and then replicate them elsewhere in the enterprise.

Hope that I have added some value to this discussion, if I can be of further assistance please email me at ctaylor@thetaylorreachgroup.com

Colin

[DaveA]

Thanks for the good advice.

No sales and although we have repeat customers and are using Genesys as our CRM solution (with Seibel) we are not tracking contacts. We are trying to move in that direction.

Thanks again. I'll look into your suggestions.
DaveA

[Kepe]

Creating groups of KPI:s make it posible to drill down in different areas and compare details between sites and locations

Efficiency KPI:s like: Revenue per agent, Seat/Capacity Utilization, Overhead staff ratio could be one group

Staff KPI:s like: Agent turnover, sick leave, adherance etc. another

As an outsourcer we use other type of metrics but grouping call center KPI:s in 4 groups, looking at operations, financial, performance and client related KPI:s in a single score card supporting multiple sites and countries is great for us.

If you look at the reports you use today you likely find most of the interesting KPI:s.