Qualitative and Quantitative Performance Goals

[herunique]

Can someone please explain the various qualitative and quantitative performance measures that are used in a call center. Thank you.

[omershah]

We at our call center are following the below given evaluation system and it covers all aspects of a Customer Service Representatives performance:

Incase you need any further help or assitance contact me on mian.o@mobilink.net.pk

Target total number of calls*

Target Talk Time (hh)*

Target Total ACW (mm)*

Target Total Hold Time (mm)*

Target Total Not ready (mm)*

Target Manned Time (mm)*

Target Average Talk Time (ss)*

Target Average ACW Time (ss)*

Target Average Hold Time (ss)*

Courtesy**

Accuracy**

Punctuality

Workload Shared in a month

[shannong]

Another one to add to the quantitative list is % of transferred calls. This can tell you who is taking ownership and who is dumping calls. Also error rate if you have a system for measuring this, depending on the service you offer.

Qualitative: Some are measured on the monitoring sheet - many call centers use a point system and the points are averaged for the performance review.

Suggestions for monitoring sheet:
Friendly, efficient, vocal quality, knowledgeable, trustworthy, attentive, personal, empathetic, responsible.

Competencies to measure on the performance review:
Adaptability, communication, job knowledge, judgment, quality, quantity, teamwork, customer service (points are here)

Call center goals are unique and can be difficult to measure. Contact me if I can be of assistance.
Shannon Graham