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ContactCentreSmartDismantling Frustration. Engineering Happiness
Counting what counts in contact centres...
Image credit: sxc.hu/profile/onetwo
Insight Training by
Managing metrics that enable betterperformance
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much
Why youshould attend this training course…?
In our
industry…
we’re
obsessedwith counting
https://neuronarrative.files.wordpress.com/2010/03/performance.jpg
We have
measures(and acronyms)
for just about
everythingthat…
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moves in a contact
centre!
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HOLD
SERVICE LEVEL%
FCR
AHT
Adherence
Shrinkage
% Abandoned
Occupancy
% Repeat Calls
SLASA
AHT
Cost per Call
Quality Monitoring
Staff Retention
NIA
8
Call Load
Forecast Accuracy
Staff Satisfaction
Coaching QualityHiring Quality
CultureCohesion™
LeaderMojo™
NPS
% Transferred
% Escalated
CSatFCR
% IVR Complete
CES
It’s a bit of a
colourfulmess…
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Ok…
we doneed
metricsto… http://www.leaderslaboratory.com/wp-
content/uploads/2013/09/Marketing-Performance-Metrics.jpg
manage our contact centres
more smartly
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But, hang on a precious
second…
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Are we
countingwhat really
counts ?
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Or are we leaving it to
chance?
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“Not everything that
can be counted countsand
not everything that counts can be counted.”
15
Albert Einstein
In our course, we’re going get into…
counting what
really counts in
your contact
centre!
You will learn to
de-fine
You will learn to
de-mystify
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You will learn to
de-tangle
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metrics that
mattersuch as…
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HOLD
SERVICE LEVEL%
FCR
AHT
Adherence
Shrinkage
% Abandoned
Occupancy
% Repeat Calls
SLASA
AHT
Cost per Call
Quality Monitoring
Staff Retention
NIA
21
Call Load
Forecast Accuracy
Staff Satisfaction
Coaching QualityHiring Quality
CultureCohesion™
LeaderMojo™
NPS
% Transferred
% Escalated
CSatFCR
% IVR Complete
CES
In our
explorationof contact centre metrics…
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You’ll
discoverhow to…
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transform
your contact centre from a…
‘complaintsdisposal unit’ into a…
‘loyaltygeneratingmachine’
You’ll also
discoverhow to…
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get the
resourcesyou need to make
magichappen’
Finally you’ll
discoverhow to…
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Presentinformation that inspires
actionhttp://dayzigngraphics.com/wp-content/uploads/2013/07/SparkBrain.jpg
Want to
accelerateyour contact centre’s
performance
ContactCentreSmartDismantling Frustration. Engineering Happiness
from
this…
to
this…?
Then journey with
us as we unpackContactCentreSmart’s
‘Hierarchy of Counting’
PeopleSmart
PeopleSmart
OperationsSmart
OperationsSmart
Counting what counts in contact centres…
35
CustomerSmart
CustomerSmart
StrategySmart
StrategySmart
Hierarchy of Counting
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Operations Smart
36
Service Level (SL)
Response Time (RT)
Occupancy
Average Handling Time (AHT)
Call load
Forecast accuracy
Adherence to Schedule
Cost (or Revenue) per contact
ContactCentreSmartDismantling Frustration. Engineering Happiness
http://www. http://aamerch.com/about-us/our-operations
People Smart
37ContactCentreSmartDismantling Frustration. Engineering Happiness
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Staff satisfaction
Staff engagement
Staff retention
Coaching effectiveness
Hiring effectiveness
CultureCohesion™
LeaderMojo™
Customer Smart
38ContactCentreSmartDismantling Frustration. Engineering Happiness
Net Promoter Score (NPS)
Customer Effort Score (CES)
Customer satisfaction
Quality monitoring
First call resolution
Repeat calls
Next Issue Avoidance (NIA)
Transferred/Escalated Calls
IVR Complete Ratio
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Strategy Smart
39ContactCentreSmartDismantling Frustration. Engineering Happiness
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Counting the contact centre’s
contribution to:
• Quality and innovation
• Marketing initiatives
• Products and services
• Service delivery
• Self-service
• Brand reputation
• Word of mouth
ContactCentreSmartDismantling Frustration. Engineering Happiness
Need to explore more supporting content for this course? Read here…
Read
Find this content useful? Connect with me on LinkedIn…
Connect
Need this course customised for your organisation? Enquire here…
Enquire
Need more information regarding this course? Find out here…
Info
About your facilitator...Hilario Fiandeiro
Hilario is the owner of ContactCentreSmart, an
independent consulting practice, specialising in
‘dismantling frustration and engineering happiness™’
in customer-facing environments.
He has more than fifteen years experience, as an
operations manager, facilitator and management
consultant, across various industries, in the customer
experience and contact centre space.
As a professional consultant operating from
Johannesburg, South Africa, Hilario focuses exclusively
on making customer-serving professionals more
successful and customer interaction experiences
more rewarding.
For more information…
Contact me on:
www.ContactCentreSmart.com
