Transcript Presentation Title

Contact Center KPI
Drew Judkins
KPI:
“Key-Performance-Indicator”
Why?
“What gets measured gets done.”
-Tom Peters
“What gets measured gets done.
What gets paid for gets done more.”
-Tom Peters
What do all these metrics mean?
Examples:
1. If my abandonment rate goes up, but my
cost per contact goes down, is that good or
bad?
2. If my agent utilization is fantastic, but
first-contact-resolution is declining, is that
good or bad?
Cost
Quality
Cost
Quality
CostEffective
Quality
Cost
ROI
Question
1. How is my contact center performing?
2. Are we performing better this month than
we did last month?
What role should KPI play in CC?
1.
2.
3.
4.
Ability to track and trend performance
Establish goals
Assign accountability for achieving goals
Identify, diagnose, and correct
performance problems
“Sometimes, less is more.”
-Somebody smart
“Computers in the future may
weigh no more than 1.5 tons.”
Popular Mechanics, 1949
“Simplification is one of the most
difficult things to do.”
-Jonathan Ive, Designer of iPod and iMac
What do we measure?
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Calls Incoming
•
Calls Offered
•
Offered Percentage
•
Calls Answered
•
Calls Abandoned
•
Abandon Percentage
•
Avg. Abandon Time
•
Calls Refused
Refusal Percentage •
•
Calls Transferred
Transfer Percentage •
Calls Escalated
Escalation Percentage •
Short Calls
Short Call Percentage
Avg. Talk Time
Avg. Hold Time
Avg. After Contact
Work
Avg. Handle Time
Avg. Unavailable Time
Multiple Contact Rate
Multiple Contact Rate
Average Speed To
Answer
Longest Time to
Answer
•
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Total Talk Time
Total ACW
Total Hold Time
Total Handle Time
Active Percentage
Calls Queued
Etc., Etc., Etc.
Five KPIs
1.
2.
3.
4.
5.
Cost per interaction (call, email, chat)
Customer satisfaction
First contact resolution rate
Agent utilization
Aggregate contact center performance
Why only five KPIs?
• 80/20 rule applies:
80% of the value you receive from
performance measurement can be derived
from five simple metrics
• Empirical evidence from benchmarking
thousands of companies
1) Cost per interaction
• One of the two foundational metrics every
call center should track
• Why?
• Understand the overall cost to provide
services at the per interaction level
• Labor is the single largest expense in a call
center (average 70%)
1) Cost per interaction (Cont.)
Questions:
1. What is included in “cost”?
2. How do I decrease my cost per interaction?
3. What can cause my cost per interaction to
go up?
2) Customer Satisfaction
• 2nd foundational metric (but at odds
with cost)
• How satisfied are customers with the
service they received?
• Not a measure of the company or product
• Best practice is to capture satisfaction in postinteraction survey
• Overall call center satisfaction, but also
measure by skill, by team, by agent
3) First contact resolution
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Largest driver of customer satisfaction
What is FCR?
How do we measure it?
How do we improve it?
• Agent training
• Knowledge bases
• Agent incentives (tied to FCR)
4) Agent utilization
• As FCR is to Satisfaction, Agent utilization
is to Cost (primary indicator)
• Defined: The percentage of time agents
handle calls vs. wait for calls to arrive; the
inverse of occupancy is idle time
• Also referred to as “Occupancy”
• Not “Adherence”
4) Agent utilization (cont.)
• 80-90% utilization equals higher turnover
because of agent burnout
• Under 50% equals boredom and you lose
your good agents
5) Aggregate CC performance
• A single measure of overall performance
• Aggregate the following six metrics:
1.
2.
3.
4.
5.
6.
Cost/Contact
First-Contact Resolution (FCR)
Customer Satisfaction
Average Speed of Answer
Call Abandon Rate
Agent Utilization
5) Aggregate CC performance (con’t.)
• Tracked over time
• Is overall performance improving?
• Share outside the call center (rather than
sharing 25 metrics that people may not
understand)
• Calculation
Contact Center Excellence
• Some of you have recognized that when it
comes to performance metrics, less really
is more
• Do you want to measure, manage, and
continuously improve your contact center?
• Understand and track these five KPIs
“Don’t be irreplaceable. If you can’t
be replaced, you can’t be promoted.”
Future of inContact Reporting
• Exciting plans around reporting;
announced on Thursday at Tech Talk
(8:30am)
• inTouch / CallDetail discussion tomorrow
at 10:30am
Key Takeaways
One
Two
Three
KPI: Less is more
The foundational KPIs
for inbound customer
service:
• Cost per call
• Customer
satisfaction
Continuously
improve your call
center by focusing on
just five KPIs
“Tis better to be silent and
thought a fool, than to speak
and remove all doubt.”
Abraham Lincoln