Contact centers are typically categorized as inbound, outbound, or blended. From an operational perspective, that can make a lot of sense.
But articles about blended KPIs tend to focus on single metrics or KPIs that are matched to call center processes, and there is much more to true performance management than matching your objectives with your business process.
When we discuss implementing blended KPIs with our customers, we consider all the metrics they list as their top priorities: that could be any combination of KPIs like First Call Resolution, Average Handling Time, Schedule Compliance, Customer Satisfaction scores (NPS, CSAT), Average Sales Amount per Call, the list goes on.
What really matters is how they are combined into a compound performance indicator, with a weighted value, in order to determine overall performance in a way that is strictly aligned with department or corporate objectives and goals.
Every contact center has a unique set of requirements for performance, based on customer profiles, type of calls, business model (In-House, outsourced), and channels available.
On the latter point, social media and chat have becoming the fastest growing customer communication channels for 2017, so it's imperative to include performance and analytics tracking beyond the traditional call services.
How do I implement blended KPIs for balanced scorecards?
Collecting data points
- Service levels – First Call Resolution, Average Handling Time, After Call Work.
- Agent performance/behavior – Attrition, Turnover rates, Absenteeism.
- Costs/Overhead – Unit Costs, Operational expenditures, Cost of Goods Sold.
Calculating weight on individual KPIs
Let's take a closer look at #1 from our list above for this article - I decided to create a one-pager for you to reference when creating your own formula for agent performance.
Enjoy, and next week, we'll continue this topic!