Call Center Metrics & Command Center

Executive Summary

To improve the efficiency of the a contact center, it is necessary to implement industry standard metrics.

• A call center has an opportunity to improve its efficiency by leveraging the right measures to drive accountability at the department, supervisor, and associate levels
• There are several industry standard call center metrics that the a contact center will benefit from implementing
• A cross-functional task force was developed to implement the right metrics for the contact center prior to peak season
• The role of the command center is changing to support these initiatives and to more effectively manage the network

The Current Contact Center Environment

An analysis of the a contact center uncovers some improvement opportunities.

Accountability
Associates fundamentally know that they should be on the phone, but the right measures are not implemented to monitor this behavior.
As a result . . .

• Supervisors do not have the right information to hold associates accountable for doing the job that they are being paid to do
• Management does not have the right information to hold supervisors accountable for their associate’s production

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