Does anyone has a plan setup to measure performance?

[CCOPS]

Does anyone has a plan setup to measure performance?

Please HELP!
I am new to the call center and that is my new project

[JoeB]

We have developed a performance measurement approach that is used to assess performance as well as identify weak areas in service delivery and their root causes. Please contact me directly for more information.

Joe Barkai
DIAGNOSTIC STRATEGIES
www.DiagnosticStrategies.com
Tel. 781-433-0833

[chubbccm]

I recently established a Balanced Scorecard for my call center which incorporates quality and efficiency metrics. I can be reached at 1-800-252-4670 x4340 if you would like to discuss.

[rjpasto]

Call center performance metrics too often lack:
1. Qualitatiave metrics focused on caller needs/expectations
2. Alignment with the organizations business objectives
3. Reliable, actionable information

There's too much emphasis on ASA, ATT, etc - all easily tracked, but not at all telling of business value created, performance success without qualitative metrics re: resolution, satisfaction, revenue capture. A good test of the soundness of call center metrics is whether they are predictive of future contacts, revenue and expense measures. Effective call center metrics provide an early warning/predictive tool for the business.
If you wish to speak with me, call 732-683-9858.
Bob Pastorini