Executive Guide to Contact Center KPIs
How to identify and define key metrics for measuring and improving contact center performance
A common saying in business is you can't manage what you don't measure. While this hints at the truth, the reality is that people can and do manage without having any sort of defined measurement program in place. However, this puts a company at a distinct competitive disadvantage. Without measurements:
- Decision-making suffers as business decisions must be based solely on feeling and instinct.
- Success or failure is difficult to determine as performance is entirely subjective.
- Adequate becomes acceptable as there are no defined standards for improvement.
A more accurate saying is that you can't effectively manage what you don't measure. That is why metrics are so important. Metrics enable an objective analysis of how a contact centre measures up to goals and expectations, and serve as a foundation for successful performance management initiatives.
- Metrics provide a quantitative view of performance effectiveness that demonstrates the value of the contact centre – important in justifying budget and resources.
- Metrics set the bar for performance expectations and serve to motivate and focus a workforce on the right tasks.
In a recent study, 94 percent of call centre leaders said that the use of KPIs ultimately improve call centre performance in their organizations. However, only 43 percent of respondents felt that those within their centres had a high level of understanding regarding KPIs.
This white paper is intended to provide a clear guide to understanding metrics and their role in contact centre management, and to provide guidelines for developing KPIs that contribute to the achievement of company strategies and goals.
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