Call Center Performance Measures: Tracking Key Metrics to Ensure Improvement

Apr 03, 2001, 01:00 ET from Best Practices, LLC

    CHAPEL HILL, N.C., April 3 /PRNewswire/ -- Organizations that excel in
 call center management attribute much of their success to aggressive
 performance measurement.  By tracking a balanced set of performance metrics,
 leading call centers spur continuous improvement in reps and overall call
 center performance.  Call centers that ignore these vital measures impede upon
 their reps' progress and their customers' satisfaction.
     According to content found at BestPracticeDatabase.com
 (http://www.BestPracticeDatabase.com/), leading call centers utilize metrics
 for more than tracking performance.  They often use these measures to target
 ongoing coaching and training, reduce employee turnover, and set goals for
 future performance.  Key call center performance measurement issues addressed
 at BestPracticeDatabase.com include:
 
     * What metrics to use
     * Public display of measurements
     * Record keeping
     * Exit interviews with employees
     * Tying measurement to compensation
     * Setting long-range plans based on measurements
 
     BestPracticeDatabase.com  (http://www.BestPracticeDatabase.com/) catalogs
 the insights and innovative strategies employed by top companies on a variety
 of critical business issues.  Drawing from site visits at world-class call
 centers, analysts identified the companies' approaches for achieving effective
 call center management.  Among the practices at successful call centers are:
 
     * Integrating information technology, telephony and business systems to
       create a unified customer service experience.
     * Empowering customer service representatives to make critical decisions
       that meet customer needs.
     * Developing a balanced scorecard of customer service performance metrics.
     * Capturing customer information through multiple touch points.
     * Using mentoring and coaching systems to create a culture of customer
       service excellence.
 
     Visit BestPracticeDatabase.com (http://www.BestPracticeDatabase.com/)
 today for detailed information on call centers and performance measures.  To
 take a virtual tour of BestPracticeDatabase.com or to sign up for a trial
 membership, contact Alison Maguire at (919) 403-0251, extension 250 or
 amaguire@best-in-class.com.
 
     ABOUT BEST PRACTICES, LLC
     Best Practices, LLC conducts work based on the simple yet profound
 principle that organizations can chart a course to superior economic
 performance by studying top companies' best business practices, operating
 tactics, and winning strategies. For more information about Best Practices,
 LLC, call 919-403-0251 or visit the corporate website at
 http://www.best-in-class.com/.
 
 

SOURCE Best Practices, LLC
    CHAPEL HILL, N.C., April 3 /PRNewswire/ -- Organizations that excel in
 call center management attribute much of their success to aggressive
 performance measurement.  By tracking a balanced set of performance metrics,
 leading call centers spur continuous improvement in reps and overall call
 center performance.  Call centers that ignore these vital measures impede upon
 their reps' progress and their customers' satisfaction.
     According to content found at BestPracticeDatabase.com
 (http://www.BestPracticeDatabase.com/), leading call centers utilize metrics
 for more than tracking performance.  They often use these measures to target
 ongoing coaching and training, reduce employee turnover, and set goals for
 future performance.  Key call center performance measurement issues addressed
 at BestPracticeDatabase.com include:
 
     * What metrics to use
     * Public display of measurements
     * Record keeping
     * Exit interviews with employees
     * Tying measurement to compensation
     * Setting long-range plans based on measurements
 
     BestPracticeDatabase.com  (http://www.BestPracticeDatabase.com/) catalogs
 the insights and innovative strategies employed by top companies on a variety
 of critical business issues.  Drawing from site visits at world-class call
 centers, analysts identified the companies' approaches for achieving effective
 call center management.  Among the practices at successful call centers are:
 
     * Integrating information technology, telephony and business systems to
       create a unified customer service experience.
     * Empowering customer service representatives to make critical decisions
       that meet customer needs.
     * Developing a balanced scorecard of customer service performance metrics.
     * Capturing customer information through multiple touch points.
     * Using mentoring and coaching systems to create a culture of customer
       service excellence.
 
     Visit BestPracticeDatabase.com (http://www.BestPracticeDatabase.com/)
 today for detailed information on call centers and performance measures.  To
 take a virtual tour of BestPracticeDatabase.com or to sign up for a trial
 membership, contact Alison Maguire at (919) 403-0251, extension 250 or
 amaguire@best-in-class.com.
 
     ABOUT BEST PRACTICES, LLC
     Best Practices, LLC conducts work based on the simple yet profound
 principle that organizations can chart a course to superior economic
 performance by studying top companies' best business practices, operating
 tactics, and winning strategies. For more information about Best Practices,
 LLC, call 919-403-0251 or visit the corporate website at
 http://www.best-in-class.com/.
 
 SOURCE  Best Practices, LLC