Performance Metrics for an Incoming Call Centre


Overview/Description
Target Audience
Expected Duration
Lesson Objectives
Course Number


Overview/Description
The call centre environment typifies the active, fast pace of the business world. In this hectic environment, is there time to consider how things are being done? There should be. As the call centre industry slowly transforms into a customer management industry, the impetus will be on call centre managers to ensure customers receive the best service possible. But where do you look to analyse performance? Is performance quantifiable? Yes, it is. Call centre performance metrics outline the path to improved operations. This course will explore the full range of call centre performance metrics. It will look at where the metrics come from, what they reflect, and how they can be analysed to improve performance.

Target Audience
This series is targeted specifically at call centre managers, but would also be a valuable asset for call centre executives committed to the growth of their organisation, and supervisors of call centre staff.

Expected Duration (hours)
2.5

Lesson Objectives

Measuring Call Centre Performance

  • recognise the benefits of using call centre performance metrics.
  • identify the purposes of using performance metrics.
  • identify the operations and qualitative performance metrics, given a scenario.

    • Measuring Call Centre Quality

  • recognise the benefits of establishing quality metrics.
  • compare qualitative metrics to identify areas of poor performance, given a scenario.
  • identify the factors that affect service level, given a scenario.
  • identify the steps of the quality planning process.
  • match each step in the process of making monitoring a metric to its components.

    • Measuring Call Centre Costs

  • recognise the importance of understanding cost-related measures of performance in the call centre.
  • calculate a call centre's hidden costs.
  • calculate cost per call in a call centre, given a scenario.
  • identify the factors that influence the cost threshold for a sample call centre.
  • match the technological system to its cost-saving functions.

    • Performance Reporting

  • recognise the benefits of understanding reports, given a scenario.
  • match the reporting area with the types of reports each generates, given an example.
  • determine a call centre's performance trends based on comparing metrics from historical reports, given a scenario.
  • calculate the growth rate for a given scenario.

    • Course Number:
    CUST8215