What Performance Metrics are Right for my Business? (Part Four of Four)
Posted by: James Burr on Aug 12, 2010
This entry is the last of a series of entries on the topic of “What Performance Metrics are Right for my Business?” In previous posts I discussed the first and second tiers of the return on investment from performance management. In this post I’d like to introduce the 3rd tier: Contribute Back.
The final and hardest tier to accomplish is the ability for an organisation to exploit the huge wealth of information in the contact centre to drive product development, give visibility to impending marketing issues such as declining publicity, inform legal of emerging issues and provide insight into changing customer expectations. This requires high levels of expertise within the frontline to extract and capture this information in a way that it can be distributed and reported on by other departments. In addition it now becomes crucial that your workforce morale is high and that your employees are exhibiting proactive and positive behaviours. There are direct and proven correlations between employee morale and customer satisfaction and loyalty.
When measuring knowledge and expertise within your employees a good way is to break your knowledge and coaching into segments or “steps” in order that you can identify when an agent has completed a knowledge segment and is ready to move to a more demanding and complex learning goal. Measuring how many agents are able to transition between these segments can give you a clear idea as to where in the business your experts are. Some of the metrics for this tier would be:
1. What level of coaching are my agents attaining? Who are my experts?
Metric: Coaching Attainment Segmentation
2. What is my employee morale?
Metric: Employee Satisfaction
3. Are we capturing the right information at each interaction?
Metric: Data Quality
4. Where are your interactions most successful and most cost effective
Metric: Resolution Rate by Channel (Web, Contact Center, Face to Face)
5. Which interactions are most cost effective and successful?
Metric: Cost to Resolve by Channel
These are some of the "Holy Grail" metrics that enable a business to take full advantage of thier largest customer facing "surface areas" and enable customer satisfaction to be truly met while keeping costs under control.
I look forward to your feedback
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Author: James Burr
James Burr is the Business Consulting Manager with Merced Systems. He has over 7 years experience implementing Sales Performance Management systems in a broad range of industries including Telco, Finance and Automotive. He can be reached at james.burr@mercedsystems.com