MEASUREMENT & FORECASTING
To ensure your contact centre is allowed to run in the most efficient way possible, a way of measuring a whole array of key performance indicators is critical.
This not only empowers the management with a clear ‘dash-board’ on their contact centre ‘real-time’, it also enables service levels agreed with new clients or a general level of agreed activity to be automatically measured by the management.
It also provides a tool for contact centre managers and supervisors to work with, so they may clearly inform the board of any additional agents required should predicted volumes of calls wish to be answered with agreed timescales. Historic data is automatically collated and seasonal trends can be clearly viewed.
Measurement of agent activity can also be extremely motivational for the agents themselves, as real-time running stats can be provided either on a large electronic wall-board/plasma screen or even a subtle scrolling desktop wall-board on the menu bar of the agents PC screen. The agents can then measure their activity for the day/week against not just department targets ,but also work colleagues, which we have found leads to a very healthy breeding of friendly competition.