Performance Metrics for an Inbound Call Center

Overview/Description
 The call center environment typifies the active, fast pace of the business world. In this hectic environment, is there time to consider how things are being done? There should be. As the call center industry slowly transforms into a customer management industry, the impetus will be on call center managers to ensure customers receive the best service possible. But where do you look to analyze performance? Is performance quantifiable? Yes it is! Call center performance metrics outlines the path to improved operations. This course will explore the full range of call center performance metrics. It will look at where the metrics come from, what they reflect on, and how they can be analyzed to improve performance.

Target Audience
 This series is targeted specifically for call center managers, but would also be a valuable asset for call center executives committed to the growth of their organization, and supervisors of call center agents.

Expected Duration
2.5 hours

Lesson Objectives:

Measuring Call Center Performance

  • recognize the benefits of using call center performance metrics.
  • identify the purposes of using performance metrics.
  • identify the operations and qualitative performance metrics, given a scenario.

    • Measuring Call Center Quality

  • recognize the benefits of establishing quality metrics.
  • compare qualitative metrics to identify areas of poor performance, given a scenario.
  • identify the factors that affect service level, given a scenario.
  • identify the steps of the quality planning process.
  • match each step in the process of making monitoring a metric to its components.

    • Measuring Call Center Costs

  • recognize the importance of understanding cost-related measures of performance in the call center.
  • calculate a call center's hidden costs.
  • calculate cost per call in a call center, given a scenario.
  • identify the factors that influence the cost threshold for an example call center.
  • match the technological system to its cost-saving functions.

    • Performance Reporting

  • recognize the benefits of understanding reports, given a scenario.
  • match the reporting area with the types of reports each generates, given an example.
  • determine a call center's performance trends based on comparing metrics from historical reports, given a scenario.
  • calculate the growth rate for a given scenario.

    • Course Number: CUST0215