C A L L C E N T E R Q U A L I T A T I V E M E T R I C S

Part Two in a Series

Why Call Center Metrics?

To quantify performance and

results

To evaluate the quality of service your customers

deserve and demand

Keeping track of performance measures helps you:

Manage call volumes

Determine training and staffing needs

Identify revenue potential

Determine a program’s effectiveness

Plan for the future

Evaluate the quality of service your customers deserve and demand.

Quantitative and Qualitative Metrics

While metrics are important, and can help you quantify and set benchmarks for performance, it’s important to also pay attention to the quality of service your team is offering.

In our first presentation, we took a look at the quantitative metrics commonly used at call centers: these are called productivity metrics.

Now, let’s take a look at quality metrics, which are harder to quantify, but equally important…

Quality Metrics

Quality metrics in a call center refer to how well agents work with customers and accomplish their tasks.

These quality metrics fall into two categories:

Standards Objectives &

Standards

Standards describe the minimum acceptable level of performance for all agents. These will vary from call center to call center, but will include behaviors such as:

Giving the appropriate greeting

Verifying the customer name and address

Giving accurate information.

When measuring Standards, you determine whether or not they were met.

Objectives Objectives are qualitative

They describe something that will be accomplished to different degrees depending on the agents’ skill level and on the unique properties of the call, email, or chat session.

Typical objectives include:

Building rapport with the customer

Handling challenges effectively

Using empathy as appropriate

When measuring objectives, you assess how well they were met.

How do you Determine Standards and Objectives?

Each company is unique and should develop its own standards and objectives, based on:

The type of customer you serve

Your internal goals

Your company’s brand philosophy and culture

Employee Satisfaction and Turnover Rates

The final metric we’ll look at is not typically classified as a standard call center metric, but it’s highly influential in all of the other metrics – this metric is employee satisfaction.

Employee satisfaction is closely linked with staff turnover and customer satisfaction.

Research has found that a key determinant of employee satisfaction is the quality of the management.

The communication styles of managers, their warmth, and their leadership abilities all influence how satisfied employees are.

Improve All of Your Metrics with the Right Training Program

Achieving your call center’s metrics goals…

Keeping employees happy

Equipping the management team

Keeping turnover low

…these are no small tasks

Call centers that have the most success

invest in the right training programs

that are tailored to their company’s goals and who their customers are.

How Impact Learning Systems Can Help At Impact Learning Systems, we have a variety of training programs created specifically for call centers.

Companies who have used our training programs have achieved:

Improved customer satisfaction scores

Reduced escalations

Increased call resolution rates

A common service language

Improved staff morale and reduced turnover

Reduced costs

Your call center needs Impact Learning Systems

Train your agents

Improve customer satisfaction and loyalty

Stand out from your competitors

Improve employee retention

Read more  

Call Center Metrics Blog Posts

Call Center Training Success Cases

Contact us  

800.545.9003  

www.impactlearning.com

sales@impactlearning.com