Why KPIs are important for contact centers? Key Performance Indicators(KPI’s) have driven inter-company development for many years prior to the advanced technical software capabilities we have right now. When thinking of a call center and your Work Force Management (WFM) statistics, you are funneling data based on your most expensive overhead sector, by far. There is much to learn from simplistic algorithms like the ones below. Let’s unpack a few key considerations to become familiar with when bettering your call center.
- Time on hold vs time with the customer on call – This will give you insight into if you have enough agents for a certain period of time and potential influxes of busy time slots during the day to help you forecast.
- Time to close call vs repeat caller issues within the same number range and/or business name – This will help you understand if your agents are churning out calls to hit numbers, or actually adding value and helping your clientele to ensure repeat business.
Tools used vs tools not used – Software and hardware remain your second most costly overhead and should be considered through how often some of these gadgets and/or tools are involved in closing calls. If they are not needed, cut ties with these tools and place this money into machine learning, for example. We could unpack far more than the three KPIs mentioned above, but we feel that the understanding of how important business learning overall is and from which angle should be looked at. Our Octave Vision KPI ( Wallboard) Tool provides 360 views of your contact center to the stake holders. Investing in these software are not costs, they are future methods used to help you predict and learn how to fine-tune your agents, their time, and your movements through platforms like ML-fed data pools, some of which see far more than our naked eye can.
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