Archived Presentation

Despite all the data that call centre managers have at their fingertips, most cannot answer a very basic question:  how is my call center performing?  Perhaps worse, many call center managers are unaware of the critical role -- beyond mere measurement -- that Key Performance Indicators (KPIs) can and should play in the call centre.  The challenge is in understanding what specific data (amid the ocean of what’s available) SHOULD be used as indicators of your success.   Ask yourself…”If you could use only 5 metrics (centre and agent performance combined), what would they be?”    If you could use only one, what would it be?   In this session, we will….

• Diagnose and understand the underlying drivers of performance, i.e., Service Level, ASA, Cost per contact, First Call Resolution, etc.

• Identify the Top 5 metrics to effectively benchmark your centre against industry peers -- and discuss how they were achieved

• Identify the key factors for ensuring benchmarking success

The goal of this session is to challenge you to re-think how you’re using data today to measure and manage your centre.    Learn how to navigate through the maze of performance metrics in place today and highlight those which are most important. 

Our guest speaker is Lorraine Wheaton – a Performance Management Consultant with more than 20 years of experience with contact centres from coast to coast.  Lorraine’s focus over the years has been on helping clients achieve operational excellence by conducting audits to identify where performance gaps exist, making recommendations for necessary improvements, and partnering with her clients to facilitate change.

The session will be interactive, so come with your questions and be prepared to share your experience with performance metrics with your ORCCA colleagues!