First Call Resolution – The Most Important Metric

First Call Resolution – The Most Important Metric

By Navdeep Chandel

Defining Your Training KPI Effectively

Defining Your Training KPI Effectively by Sam Miller

Slap-You-in-the-Face Graphs For Business Performance Dashboards

Slap-You-in-the-Face Graphs For Business Performance Dashboards

Graphs aren’t decoration. Despite the fact that you can go free-for-all with colors, pies, bars, kooky car dashboard style guages and background images, there are many good reasons why you shouldn’t. Above all else, you want to be sure that your graphs display your business performance measures in a way that makes it clear to you what’s going on, whether you need to do something.

There are 5 very subtle but deliberate features that make the graphs of your performance measures speak so clearly that it can feel like a very focusing slap in the face:

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Call Center Resources: Leadership Training

When Call Center managers gather to talk about what Call Center resources are  necessary  to run a successful Call Center, the discussion inevitably turns to the Leadership and Leadership Training.

While that is probably no surprise to most managers reading this post, what may be a pleasant surprise is the  Leadership Training material that is being offered at our partner site: Call Center Leadership Training.

Take a look at our video to find out more about the Call Center Leadership Training that is available.

This training program consists of 15 modules with the first being “The Role of a Supervisor.”

By signing up today FREE, you’ll gain instant access to Module One:  Role of a Supervisor. This is the same exact module That is offered in our “Leading For Results” program.

The Proper Way to Measure Call Center Performance

Roles Of A Team Leader – Discover Just What Is Expected Of You

12 best practices of high selling call centers

Without a doubt many contact centers are moving to a call center as a profit center.

Most likely your center has changed their model to this or are moving in this direction.  No matter the case, this article falls under the Call Center Best Practices category.

Please comment at the end of this article with your thoughts…

Call Center Sales – Best Practices
By Mike Aoki

Want to improve your call center’s sales results? Here are the 12 best practices of high selling call centers

Clearly communicate sales targets:

• Set expectations: Communicate sales objectives on a daily basis so your Agents know exactly what is expected of them.
• Provide feedback: Post daily sales results at each Agent’s desk or on-line so they know how they are performing versus expectations.
• Spot trends: Analyze results per Agent and, per product, to determine trends. Use these trends to coach your team to higher performance.

Train your call center Agents on how to sell:

• Hold sales skills workshops: Having good customer service skills isn’t enough. They need to attend a call center sales workshop so they can learn how to upsell and right size client accounts.
• Conduct product knowledge training: During team meetings, have each call center Agent take turns doing a five minute presentation on the key selling benefits of a product.
• Distribute current competitive information: Train your Agents on how your products and services compare to your competitors. Provide them with solid answers they can use when a client says, “But your competitor offers…”

Provide a “big picture” perspective for your Agents:

• Key Business Indicators: Ensure your Agents understand how their performance impacts your department, your company and its customers.

Motivate your call center Agents:

• Rewards and recognition: Give out out prizes for “Most Improved Performer” or “Top Ten Salespeople.” The rewards can be food, movie passes or company branded items like mugs or caps.
• Motivational ideas: Use one idea per week from an employee motivation book like “1,001 Ways to Reward Employees” by Bob Nelson and Ken Blanchard to encourage your team.
• Post a “Wall of Fame”: Show photos of the top sales Agent for each product. Beneath each photo, have that Agent share their best sales tips on how to sell that particular product.

Constantly reinforce your team’s sales performance:

• Share best practices: Discuss sales tips at every team meeting, shift huddle and one-on-one coaching session.
• Send out a “Sales Tip of the Day” to your Agents: Ask your top-selling Agents to write the tips so they get public recognition.

Use these 12 tips to improve your call center’s up-selling and rightsizing performance. Ensure your Agents understand how their performance impacts your department, your company and its customers.

© 2008 Reflective Keynotes Inc., Toronto, Canada

Mike Aoki is a corporate trainer and motivational speaker with 20 years of experience in the telecom industry. For more free tips on public speaking, sales and call center techniques, visit http://www.reflectivekeynotes.com/articles.htm

Article Source: http://EzineArticles.com/?expert=Mike_Aoki
http://EzineArticles.com/?Call-Center-Sales—Best-Practices&id=1147689

Tell me what you think of these ideas by commenting below!

Thanks

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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Call Center Metrics: Bill To Pay or Productive To Pay

Measuring Productivity through Bill to Paid to maximize revenue

Bill-to-pay (B2P), also known as Productive-to-Paid (P2P)

Bill To Pay is the measure of the amount of time an associate is productive  relative to the amount of time the associate is paid (or the amount of time billed to the client)

B2P is typically a measure that outsourced contact centers use to track percent of agent time that is billed to the client.  P2P is typically the measure in-house contact centers use to measure how productive their agent base is
Represented as a Percentage of total paid time.

When used in conjunction with Occupancy, is a powerful tool for managing the effectiveness of the overall contact center.  Here is the formula:

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Seven Ways To Be More Effective Using Metrics

By Lorre Zuppan