Call Center Resources: Leadership Training
June 17, 2010 by Gail
Filed under Call Center Metrics, Call Center Resources, Call Center Training, call center
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
May 12, 2010 by Gail
Filed under Call Center Metrics
These days, no call center should ever be without the implementation of call center metrics. This is because these quantifiable measures are very much needed in measuring call center performance as accurately as needed.
We all know how important quality, service, and efficiency are in the volatile industry call centers belong to. In fact, these are actually the categories that should be used when developing call center metrics. These categories can actually be used in measuring the performance of both the traditional and the modern call center.
Of course, there just might be certain modifications that have to be made, especially when it comes to the reflection of modern call center transactions. The following are the commonly used metrics that can greatly help in measuring the performance of a call center.
Call Center Metrics & Command Center
July 13, 2009 by Angie
Filed under Call Center Metrics
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
July 12, 2009 by Angie
Filed under Call Center Metrics
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:
