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How do I stabilize call center service levels 80/60 across 40 clients?
Right now my company rolls up all the KPI's into one metric to determine how we are doing overall. However, I have some clients we are suffering more that others when I drill down on the metrics. How can I stabilize these metrics for each client with my limited staff?
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easy answer (a question actually) why are you rolling KPIs? if there is a way to unroll them, that's your answer - which will then lead you to understand what each client requires to provide steady service.
if there is no way to unroll them, there is not much more than window-dressing you can do, or you may even need to start again using metrics that apply to each client.
not sure who made the decision that all clients are the same, because with very, count-them-in-one-hand, very few exceptions it is never the case. chances are very high that each one will have their own problems, and you need to identify them -- and the better way to do that is to correlate KPI to operational metrics and find the suffering operations.
just a thought, definitely need more to provide a better answer.
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