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What metrics

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  • #13662

    I am a newly appointed call centre manager and would like to get the best out of my staff. However, I don’t know where to start metric wise.

    We support external clients on our own software that we sell to them so not a high volume of calls, about 30 per language. But calls are technical in nature


    Hi Pep,

    There are many measures wherein you need to moitor ur staff for the calls.
    You need to monitor the call resolution rate/employee.
    How many iterations does the call take?
    calls closed/emplyee/day
    make a process wherein u can monitor each call handled/expert
    plus there are many parameters wherein u need to make a process.


    Hii Pep,

    Since it seems the call flow is less in your scenario, it gives you all the more concern to streamline the parametrics for the simple reason if the front level agents have more time off from calls, then it would result in a major wastage of resources. The idea would be to ensure a structure/processes which covers all the loopholes. Apart from the measures Adi has advised you about, it would be wise to analyse some soft issues as well. In a process involving less volume and time, it would not be an bad idea to work on terms of the quality weightage of the work output. Maybe a proper quality metric with focus to customer satisfaction depending on the result of the call would help to a major extent.

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