A: Because we can!!
Contact centres seem to have more quantative KPI's than any other department in our organisations. We measure talk time, service levels, average speed of answer, abandonment rate... the list goes on. One of the reasons we measure these, I suspect, is because the information is readily available from the telephone equipment.
What about measuring customer satisfaction, 1st call resolutions, customer retention, revenue etc? These are much harder to measure but deliver real value to the business.
In this month's blog, I invite you to tell us what you measure in your contact centres and most impartantly, why do you measure them?
Tuesday, 1 May 2007
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