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Are workforce management metrics (adherence/conformance) for the contact center too old school?
I read a good Focus brief today on contact center workforce management metrics - http://www.focus.com/briefs/customer-service/optimizing-your-contact-center-through-agent-adherence/. There was some discussion on whether contact centers should still be focusing on these types of metrics. My take is yes in certain situations but I'm interested in what other experienced folks think?
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3 Answers
Most customer service managers will tell you..”I don't need metrics to run the show ! .”I have done audits in contact centers and help desks and 90% of the location managers fall off their chair when showing the results on how they really perform.
The art of using metrics is not in the quantity (number of metrics) or reporting sequence. It's all has to do with using the right metrics, are we using the correct performance measurement to measure a process or service. A common industry standard metric might not work for you. Do some research within the operation and find the metric that works best for you.
Assessment !! The most overlooked factor in reporting. What are we doing with all these reports and data? Are we analyzing them correctly, calibrating with team members/individuals and other process owners or managers within the organization? Can we measure continues improvement ?
Too old school? Or just too complicated ? Metrics still have the power to improve performance and lower operational cost, if you know how to implement and how to use them.
No, it's not old school BUT but what's needed is a new approach to compliment this.
I am a believer for contact centers in only measuring "stuff" that you know you can then have some influence over what you do with what you measure (i.e. make processes better, faster (and cheaper) for the Call Center etc.,).
To that end, we invented a new technology that's being run in large call centers (120,000 agents) around the globe. That is, the ability to first monitor what agents do on their desktop (Application, workflow usage etc.,) and then automate all the inefficient repetitive manual steps found to be adding to unnecessary costs (or lower scores). Check it out. at Openspan - http://gurl.im/88ecwx
SO, there's no old school, it's how you compliment what you can already measure with new stuff to make it more valuable in today's market (technological and economic)
Is agent adherence an "old-school" metric? Yes, but it is also an essential one -- and one that is not demeaning to agents nor smacks of micro-mangement when handled/managed right.
In fact, I just blogged about this... http://bit.ly/cO7gVS
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