Call and Contact Centres – how to measure success

As a call centre manager or supervisor, how do you know if you’re having a good day? A range of metrics can be used to measure the activity in a call centre or customer service department but which will work for you? In an article on the Call Centre Management Association website, a survey of contact centre professionals looked at the most popular areas measured and monitored. It found that ‘a growing number are based on quality or outcomes, rather than just on pure efficiency.’ The article lists the top ten metrics mentioned in the survey. Unsurprisingly ‘quality scores’ came out top. How the customer judged their conversation and experience with the call centre contact is seen as vital. Other metrics included first call resolution, average handling time and forecast accuracy – some easier to track than others. For the full list of metrics read the article at http://www.ccma.org.uk/news/call-centre-metrics-article