management & kpi metrics

Call Center Management & Reporting

Presented by:Nahid Mohammad Ishtiaq

Contents of Workshop

Overview of a Contact Center

Functions of a Contact Center

Contact Center Process Flow

Workforce Management

Contact Center Operation & KPI Matrices

Quality Management

Contact Center Reporting

Genex Infosys Limited, Private & Confidential

Drive For Excellence……….

Contact Center Service

A contact center is defined as a place where contacts are made and received

Contact Center Service

Contact Center Service

Contact Center Service

Functions of Contact Center

Workforce Management

Quality Management

Technology Management

Reporting and Communications

Financial Management

Contact Center Process Flow

WFM

Operation

MIS

Plan and Monitor

Execution and Managed

Track and Analysis

Roster Forecast Review Staff

PlanRecruit & Hire Conduct Training

& Nesting

Infrastructure &CapacityValidation

Demand Driver Forecast

Capacity Planning

Scheduling

Real-time Management and

Service Level Monitoring

Workforce management is the process of getting the “just right” number of staff in place every hour to maximize service and minimize cost and it's one of the most important planning and management functions in the call center.

WFM Process Map

Workforce Management

Inbound Call Center Operation & KPI Matrices

Customer wait time

Customer wait time

KPI MatricesAverage Speed of Answer (ASA)

Inbound Call Center Operation & KPI Matrices

KPI MatricesAverage Handling Time (AHT)Occupancy (Agent/Process)

Inbound Call Center Operation & KPI Matrices

Service level is usually defined as the percentage of calls answered within threshold.

Inbound Operation and KPI Matrices

Example:

Abandon rate is the number of calls that hang-up before connecting to an agent.

Calculation: Abandoned / Total Offered

Answer level is the number of contacts that answered.

Calculation: Answered / Total Offered

Service Level

Answer Level

Abandon Rate

AHT (Talk Time + Hold Time + ACW Time)

ASA (Average speed of answer)

Service Quality (QA Score, C-Set, D-Set, FCR etc.)

Shrinkage

Adherence (Shift Adherence/Login Adherence)

Attrition

Contact Center KPI Matrices

Contact Center Reporting

Real Time Report

Contact Center Reporting

Historical Report

Contact Center Reporting

I remainNahid Mohammad Ishtiaq

Any Question??????

Any Question

We hope every individual’s performance increase continuously in terms of service and quality.

Conclusion

Thank You