Table of Contents
Abandon rate
Negative reason for abandon
Positive reasons for abandon
Measuring abandon rate
Calculating overall abandon rate
Calculating abandon rate for alternative media
Calculating calls abandoned out of queue
Abandon rate and multi-media contact
What issues are associated with abandon rate measurement?
Goals
How can abandon rate be controlled?
Availability and Agent Utilization
Overview and definitions
Availability
Agent utilization (agent occupancy
Issues associated with availability and utilization
Setting goals
Should agent utilization levels be raised?
Improving agent availability
Improving agent utilization
Average Speed of Answer
Overview and definitions
Measuring average speed of answer
Issues associated with speed of answer measurements
How often should speed of answer be measured?
Setting goals for average speed of answer
How can speed of answer be decreased?
Contact Volume
Overview and definitions
Measurement methods
Cost per Contact
Overview
Cost calculations
Fully-loaded costs
Issues associated with benchmarking cost metrics
How often should cost metrics be measured?
Setting cost targets
How can costs be decreased?
Customer Satisfaction
Overview
Why customer satisfaction surveys are a sound business strategy
The benefits of measuring customer satisfaction
How to measure customer satisfaction
What questions should your customer survey include?
When and how often should customer surveys be completed?
Setting customer satisfaction goals
How can customer satisfaction be improved?
How will technology impact customer satisfaction performance objectives
Handle Time
Overview and definitions
Measuring handle time
What issues are associated with measuring handle time?
Setting goals for handle time
How can talk time and after-call work time be reduced?
Reducing handle time using the stoplight method
One Call Resolution Rate
Overview and definitions
Why measure the one-call resolution rate?
How to measure one-call resolution
One-call resolution and multiple-media customer contact
How often should one-call resolution be measured?
Setting one-call resolution goals
How can the percentage of requests resolved in one-call be increased?
Quality Monitoring
Overview
Goals of quality monitoring
Benefits of quality monitoring
Costs of NOT measuring quality
Benchmarking results on quality monitoring
How can quality monitoring be improved?
Schedule Adherence
Overview and definitions
Measurement methods
Service Level
Overview
Traditional view of service level
Measuring service level
Simple queue
Complex queues with VRU front-end
Service level and multi-media service channels
How often should service level be measured?
Goals
'The customers left behind'
How can service level be improved?
Span of Control
Overview
How often should span of control be measured?
How will future technology impact span of control?
Setting goals
How can span of control be controlled
Turnover Rate
Overview
Factors that impact turnover rate
How often should turnover rate be measured?
When should turnover be addressed?
Setting goals
How can turnover be reduced?
