call center benchmark - amazon s3€¦ · benchmarking kpi performance summary sample report only:...
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In-house/Insourced Call Centers
Call Center BenchmarkUnited Kingdom
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Report Contents
Benchmarking Overview Page 2
KPI Statistics and Quartiles Page 8
Benchmarking Scorecard and Rankings Page 15
Detailed Benchmarking Data Page 36
Cost Metrics Page 37
Productivity Metrics Page 42
Service Level Metrics Page 51
Quality Metrics Page 58
Agent Metrics Page 65
Contact Handling Metrics Page 82
About MetricNet Page 87
© 2012 MetricNet, LLC, www.metricnet.com
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Benchmarking Overview
2© 2012 MetricNet, LLC, www.metricnet.com
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Your Call Center Performance
Performance of Benchmarking Peer
Group
Determine How Best in Class
Achieve Superiority
Adopt Selected Practices of
Best in Class
Build a Sustainable Competitive Advantage
The ultimate objective of
benchmarking
COMPARE
The Benchmarking Methodology
Read MetricNet’s whitepaper on Call Center Benchmarking. Go to www.metricnet.com to receive your copy!
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4© 2012 MetricNet, LLC, www.metricnet.com
Summary of Included Benchmarking Metrics
Cost per Inbound Contact Cost per Minute of Handle
Time
Cost Productivity
Service Level
Quality
Call HandlingAgent Average Speed of Answer
(ASA) % of Calls Answered in 30
Seconds Call Abandonment Rate
Agent Utilization Inbound Contacts per
Agent per Month Agents as a % of Total
Headcount
Customer Satisfaction Net First Contact
Resolution Rate Call Quality
Annual Agent Turnover Daily Agent Absenteeism Agent Occupancy Agent Schedule Adherence New Agent Training Hours Annual Agent Training Hours Agent Tenure (months) Agent Job Satisfaction
Inbound Contact Handle Time
IVR Completion Rate
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5
MetricNet’s Benchmarking Database is Global
More than 1,800 Call Center Benchmarks
Global Database
30 Key Performance Indicators
Nearly 80 Industry Best Practices
© 2012 MetricNet, LLC, www.metricnet.com
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Characteristics of a World-Class Call Center Call center consistently exceeds customer expectations – regardless of the
transaction type Result is high levels of customer satisfaction Call quality is consistently high
Business value is managed at or above industry average levels Cost per contact is below industry average levels Revenue generated is above industry average levels
Telemarketing and Telesales Debt collections
Call Center follows industry best practices Industry best practices are defined and documented Call Center follows industry best practices
Every transaction adds value A positive customer experience Improves customer loyalty Creates positive brand awareness and switching costs
6© 2012 MetricNet, LLC, www.metricnet.com
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Cost per Contact
Qua
lity
(Cus
tom
er S
atis
fact
ion)
HigherLower
Higher After Benchmarking
Starting Point:Before Benchmarking
Best-in-Class Performance Curve
Below Average Performance Curve
7© 2012 MetricNet, LLC, www.metricnet.com
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KPI Statistics and Quartiles
8© 2012 MetricNet, LLC, www.metricnet.com
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Benchmarking KPI Performance Summary
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Average Min Median MaxCost per Inbound Contact £7.09 £0.17 £5.16 £25.48Cost per Minute of Handle Time £2.88 £0.50 £3.03 £5.57Agent Utilization 48.8% 25.5% 49.9% 76.8%Inbound Contacts per Agent per Month 453 54 355 1,533Agents as a % of Total Headcount 49.8% 38.9% 49.8% 59.2%Average Speed of Answer (ASA) (sec) 35.9 1 25.0 127% of Calls Answered in 30 Seconds 48.9% 19.1% 48.0% 75.7%Call Abandonment Rate 3.8% 1.1% 2.7% 20.0%Customer Satisfaction 50.1% 38.6% 50.3% 60.4%Net First Contact Resolution Rate 49.5% 33.8% 49.6% 61.6%Call Quality 50.1% 39.5% 49.9% 61.0%Annual Agent Turnover 41.9% 8.9% 37.5% 91.8%Daily Agent Absenteeism 8.5% 1.5% 7.7% 23.1%Agent Occupancy 48.7% 31.5% 48.7% 67.0%Agent Schedule Adherence 50.6% 42.0% 50.6% 59.7%New Agent Training Hours 113 2 102 375Annual Agent Training Hours 17 0 11 122Agent Tenure (months) 33.4 0.6 28.7 127.6Agent Job Satisfaction 49.7% 30.3% 49.3% 65.8%Inbound Contact Handle Time 6.36 1.08 5.88 19.63IVR Completion Rate 19.9% 0.0% 9.2% 83.0%
Productivity
Benchmarking StatisticsKey Performance Indicator (KPI)Metric Type
Cost
Service Level
Quality
Agent
Contact Handling
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Quartile Rankings: Cost and Productivity Metrics
218590 355 218
Productivity MetricQuartile
Inbound Contacts per Agent per Month
1 (Top) 2 3
4 (Bottom)
54
Agent Utilization 76.8%
Agents as a % of Total Headcount
61.6% 49.9% 35.3%1533 590
59.2%53.1% 49.8% 47.2% 38.9%
61.6% 49.9% 35.3%25.5%
355
47.2%53.1% 49.8%
Cost MetricQuartile
Cost per Inbound Contact
1 (Top) 2 3
4 (Bottom)
£25.48
£0.17 £3.14 £5.16 £9.31
£3.14 £5.16 £9.31
Cost per Minute of Handle Time£0.50 £1.58 £3.03
£1.58 £3.03 £4.07 £5.57
£4.07
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Quartile Rankings: Service Level and Quality MetricsQuartile
1 (Top) 2 3
4 (Bottom)
Average Speed of Answer 1 17 25 41
Service Level Metric
17 25 41 127
Call Abandonment Rate 1.1% 2.0% 2.7%2.0% 2.7% 4.6% 20.0%
4.6%
% Answered in 30 Seconds 75.7% 55.9% 48.0% 42.5%55.9% 48.0% 42.5% 19.1%
52.2% 49.6% 46.3% 33.8%46.3%Net First Contact
Resolution Rate61.6% 52.2% 49.6%
55.4% 50.3%55.4% 50.3% 45.6% 38.6%
45.6%
61.0% 52.2% 49.9% 48.0%52.2% 49.9% 48.0%
Quality MetricQuartile
Call Quality
1 (Top) 2 3
4 (Bottom)
39.5%
Customer Satisfaction (%) 60.4%
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Quartile Rankings: Agent Metrics
Agent Performance MetricQuartile
1 (Top) 2 3
4 (Bottom)
26.8% 37.5% 52.7% 91.8%52.7%
Daily Agent Absenteeism (%) 1.5% 5.5% 7.7%
Annual Agent Turnover (%) 8.9% 26.8% 37.5%
5.5% 7.7% 10.0% 23.1%10.0%
270
Annual Agent Training Hours 122150 102
New Agent Training Hours 375 150
1125
25
10270
0.618.6
3113 0
55.3% 49.3% 43.8% 30.3%43.8%
Agent Tenure (months)
Agent Job Satisfaction 65.8% 55.3% 49.3%
127.6 40.3 28.7 18.640.3 28.7
Agent Schedule Adherence
Agent Occupancy
59.7%53.0%
54.4%53.0% 50.6% 47.8%
50.6% 47.8% 42.0%
67.0% 54.4% 48.7% 43.5%48.7% 43.5% 31.5%
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Quartile Rankings: Contact Handling Metrics
Contact Handling MetricQuartile
Inbound Contact Handle Time (minutes)
1 (Top) 2 3
4 (Bottom)
19.63
1.08 3.48 5.88 8.37
3.48 5.88 8.37
IVR Completion Rate83.0% 32.5% 9.2%
32.5% 9.2% 0.0% 0.0%
0.0%
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Cost vs. Quality for North American Call Centers
Lower CostCost (Efficiency)
Qua
lity
(Effe
ctiv
enes
s)
Top QuartileEfficient and Effective
Lower Quartile
Middle QuartilesEffective but not Efficient
Middle QuartilesEfficient but not Effective
World-ClassPerformance
BenchmarkingDatabase
Higher Cost
Lower Quality
Higher Quality
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Benchmarking Scorecard and Rankings
15© 2012 MetricNet, LLC, www.metricnet.com
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16© 2012 MetricNet, LLC, www.metricnet.com
The Call Center Scorecard: An Overview
The Call Center scorecard employs a methodology that provides you with a
single, all-inclusive measure of your Call Center performance
It combines cost, service level, productivity, contact handling, and quality
metrics into an overall performance indicator for your Call Center
Your Call Center score will range between 0 and 100%, and can be
compared directly to the scores of other Call Centers in the benchmark
By computing your overall score on a monthly or quarterly basis, you can
track and trend your performance over time
Charting and tracking your Call Center score is an ideal way to ensure
continuous improvement in your Call Center!
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The Call Center Scorecard*
Step 1Six critical performance metrics have been selected for the scorecard
Step 2Each metric has been weighted according to its relative importance
Step 3For each performance metric, the highest and lowest performance levels in the benchmark are recorded
Step 4Your actual performance for each metric is recorded in this column
Step 5Your score for each metric is then calculated: (worst case – actual performance) / (worst case – best case) X 100
Step 6Your balanced score for each metric is calculated: metric score X weighting
17*Peer group averages have been used in the “Your Performance” column to illustrate the mechanics of how the Scorecard is calculated for each Call Center.
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Worst Case Best CaseCost per Minute of Handle Time 25.0% £5.57 £0.50 £2.88 53.1% 13.3%Customer Satisfaction 25.0% 38.6% 60.4% 50.1% 52.8% 13.2%Agent Utilization 15.0% 25.5% 76.8% 48.8% 45.4% 6.8%Net First Contact Resolution Rate 15.0% 33.8% 61.6% 49.5% 56.4% 8.5%Agent Job Satisfaction 10.0% 30.3% 65.8% 49.7% 54.6% 5.5%Average Speed of Answer 10.0% 127 1 36 72.3% 7.2%
Total 100.0% N/A N/A N/A N/A 54.4%
Balanced Score
Your Performance
Metric Score
Performance RangeMetric WeightingPerformance Metric
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20.0%
30.0%
40.0%
50.0%
60.0%
70.0%
80.0%
Bala
nced
Sco
res
18© 2012 MetricNet, LLC, www.metricnet.com
Call Center Balanced Score Rankings
*The scores shown in the chart are based upon the performance metrics, weightings, and data ranges shown on the previous page.
High 75.7%Average ----- 54.4%Median 54.4%Low 29.0%
Call Center Scores
Key Statistics
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*Sample Only
40%
45%
50%
55%
60%
65%
70%
75%
80%
85%
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
Cal
l Cen
ter B
alan
ced
Scor
e
12 Month Average Monthly Score
19© 2012 MetricNet, LLC, www.metricnet.com
The Call Center Scorecard is Used to Track and Trend Performance*
*Sample Only
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Scorecard Summary Data
The next four pages illustrate the Balanced Scorecard
performance for each record in the Benchmark
The records are listed in rank order, from best performer
(record #40) to worst performer (record #43) based upon
their balanced scores
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Call Center Rankings by Balanced Score
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Overall Ranking Record Number
Cost per Minute of
Handle TimeCustomer
SatisfactionAgent
Utilization
Net First Contact
Resolution Rate
Agent Job Satisfaction
Average Speed of Answer
Total Balanced
Score1 CC-IN-UK-0112-40 £1.01 55.4% 51.5% 52.2% 59.8% 25 75.7%2 CC-IN-UK-0112-24 £3.01 53.1% 71.9% 60.5% 56.8% 10 74.0%3 CC-IN-UK-0112-68 £1.20 58.0% 55.0% 44.5% 45.4% 15 71.3%4 CC-IN-UK-0112-6 £0.50 54.8% 38.7% 54.5% 45.1% 30 70.5%5 CC-IN-UK-0112-17 £1.17 50.3% 67.7% 46.3% 52.5% 25 68.5%6 CC-IN-UK-0112-30 £1.57 49.2% 55.2% 50.0% 65.8% 11 68.5%7 CC-IN-UK-0112-18 £0.82 56.6% 27.6% 48.3% 50.6% 1 68.2%8 CC-IN-UK-0112-70 £4.38 56.6% 74.4% 59.3% 50.1% 35 67.4%9 CC-IN-UK-0112-57 £1.31 51.4% 72.0% 48.9% 48.9% 68 67.4%
10 CC-IN-UK-0112-62 £2.11 56.6% 38.1% 50.9% 64.7% 39 67.3%11 CC-IN-UK-0112-65 £1.43 52.4% 48.8% 55.5% 46.6% 32 66.9%12 CC-IN-UK-0112-54 £1.05 48.9% 67.7% 53.7% 41.4% 50 66.4%13 CC-IN-UK-0112-60 £1.24 48.7% 63.8% 50.0% 43.9% 6 66.3%14 CC-IN-UK-0112-1 £1.36 53.7% 64.2% 51.1% 43.7% 83 66.0%15 CC-IN-UK-0112-58 £4.54 56.8% 61.2% 53.2% 61.7% 19 64.3%16 CC-IN-UK-0112-5 £1.51 58.2% 26.3% 46.4% 49.6% 14 63.9%17 CC-IN-UK-0112-14 £1.35 51.4% 50.3% 41.6% 60.1% 21 63.8%18 CC-IN-UK-0112-28 £3.05 58.1% 38.6% 48.4% 64.7% 56 61.8%19 CC-IN-UK-0112-61 £2.37 44.1% 76.8% 51.1% 50.2% 21 60.4%20 CC-IN-UK-0112-47 £1.18 59.7% 31.3% 33.8% 43.0% 15 60.0%
Scorecard Metrics
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Call Center Rankings by Balanced Score (contd.)
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Overall Ranking Record Number
Cost per Minute of
Handle TimeCustomer
SatisfactionAgent
Utilization
Net First Contact
Resolution Rate
Agent Job Satisfaction
Average Speed of Answer
Total Balanced
Score21 CC-IN-UK-0112-69 £1.05 58.2% 39.2% 45.9% 38.7% 107 59.3%22 CC-IN-UK-0112-12 £0.81 46.1% 34.8% 48.1% 57.5% 20 58.7%23 CC-IN-UK-0112-19 £2.74 45.4% 55.6% 56.5% 56.0% 19 58.6%24 CC-IN-UK-0112-13 £2.03 47.4% 35.2% 54.1% 57.7% 8 58.5%25 CC-IN-UK-0112-36 £2.11 50.1% 35.4% 48.9% 54.1% 10 57.3%26 CC-IN-UK-0112-34 £3.76 60.1% 63.6% 40.9% 61.0% 127 57.2%27 CC-IN-UK-0112-41 £1.20 39.0% 60.7% 51.0% 56.2% 25 57.0%28 CC-IN-UK-0112-33 £4.23 47.8% 69.2% 56.4% 50.8% 22 56.2%29 CC-IN-UK-0112-4 £0.99 48.5% 53.8% 44.5% 40.4% 61 56.1%30 CC-IN-UK-0112-20 £3.62 50.3% 62.3% 50.8% 48.6% 29 55.9%31 CC-IN-UK-0112-27 £4.34 56.2% 55.9% 50.2% 52.3% 62 55.3%32 CC-IN-UK-0112-42 £1.73 38.6% 44.1% 57.7% 64.6% 24 55.1%33 CC-IN-UK-0112-55 £3.17 55.5% 50.2% 39.6% 49.4% 25 55.0%34 CC-IN-UK-0112-22 £4.29 56.5% 63.4% 50.8% 45.4% 85 54.7%35 CC-IN-UK-0112-23 £3.65 48.4% 65.9% 45.2% 52.5% 7 54.4%36 CC-IN-UK-0112-25 £3.43 51.1% 37.2% 57.8% 47.3% 22 54.4%37 CC-IN-UK-0112-66 £3.88 59.0% 28.1% 52.2% 38.8% 9 54.2%38 CC-IN-UK-0112-11 £1.88 43.6% 56.8% 49.1% 41.8% 17 53.3%39 CC-IN-UK-0112-52 £2.46 45.6% 49.5% 51.1% 48.1% 20 53.2%40 CC-IN-UK-0112-48 £5.45 60.4% 62.0% 42.6% 41.5% 14 53.1%
Scorecard Metrics
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Overall Ranking Record Number
Cost per Minute of
Handle TimeCustomer
SatisfactionAgent
Utilization
Net First Contact
Resolution Rate
Agent Job Satisfaction
Average Speed of Answer
Total Balanced
Score41 CC-IN-UK-0112-7 £4.30 53.0% 55.2% 44.9% 57.4% 30 52.8%42 CC-IN-UK-0112-44 £4.53 42.5% 67.7% 58.2% 61.4% 34 51.2%43 CC-IN-UK-0112-10 £1.87 43.0% 44.1% 47.4% 58.3% 36 51.2%44 CC-IN-UK-0112-26 £1.94 54.5% 32.9% 49.9% 43.0% 126 50.6%45 CC-IN-UK-0112-8 £4.13 41.8% 64.6% 59.2% 50.8% 17 50.4%46 CC-IN-UK-0112-15 £2.72 51.3% 38.2% 49.2% 49.5% 74 50.3%47 CC-IN-UK-0112-46 £4.19 58.0% 41.5% 44.4% 46.2% 56 49.6%48 CC-IN-UK-0112-56 £2.33 46.5% 30.8% 47.0% 52.3% 11 49.1%49 CC-IN-UK-0112-64 £1.92 42.2% 56.2% 45.3% 42.7% 23 49.1%50 CC-IN-UK-0112-51 £2.51 51.3% 28.0% 46.5% 46.8% 39 48.9%51 CC-IN-UK-0112-2 £3.28 52.5% 34.8% 51.0% 39.8% 42 48.7%52 CC-IN-UK-0112-9 £4.97 44.6% 66.0% 57.3% 49.1% 15 48.5%53 CC-IN-UK-0112-67 £4.32 50.6% 56.7% 41.7% 46.9% 4 47.7%54 CC-IN-UK-0112-53 £3.33 47.5% 35.0% 52.1% 50.4% 31 47.2%55 CC-IN-UK-0112-59 £3.89 48.8% 33.1% 50.0% 55.7% 22 46.4%56 CC-IN-UK-0112-32 £3.68 56.8% 34.1% 48.4% 39.3% 88 46.2%57 CC-IN-UK-0112-50 £4.19 51.1% 59.2% 47.7% 49.0% 98 46.1%58 CC-IN-UK-0112-37 £1.61 45.6% 34.7% 40.0% 43.6% 33 44.8%59 CC-IN-UK-0112-21 £3.27 40.8% 55.2% 60.1% 52.4% 105 44.7%60 CC-IN-UK-0112-35 £4.80 50.0% 42.7% 45.3% 53.4% 19 43.2%
Scorecard Metrics
© 2012 MetricNet, LLC, www.metricnet.com
Call Center Rankings by Balanced Score (contd.)
23
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Call Center Rankings by Balanced Score (contd.)
24
Overall Ranking Record Number
Cost per Minute of
Handle TimeCustomer
SatisfactionAgent
Utilization
Net First Contact
Resolution Rate
Agent Job Satisfaction
Average Speed of Answer
Total Balanced
Score61 CC-IN-UK-0112-49 £2.72 42.0% 39.4% 47.8% 48.6% 27 42.7%62 CC-IN-UK-0112-3 £3.21 41.9% 32.6% 50.0% 58.6% 23 42.5%63 CC-IN-UK-0112-29 £3.58 49.3% 31.2% 46.7% 41.8% 21 42.4%64 CC-IN-UK-0112-38 £5.48 40.6% 61.7% 61.6% 48.7% 33 41.0%65 CC-IN-UK-0112-39 £5.00 47.4% 58.9% 42.9% 41.3% 3 40.5%66 CC-IN-UK-0112-16 £3.50 42.8% 48.7% 51.2% 50.6% 93 39.6%67 CC-IN-UK-0112-45 £3.35 39.9% 37.1% 55.0% 44.9% 25 39.5%68 CC-IN-UK-0112-63 £5.57 55.2% 26.5% 49.0% 38.9% 32 37.5%69 CC-IN-UK-0112-31 £3.70 43.3% 39.3% 46.6% 37.8% 52 33.6%70 CC-IN-UK-0112-43 £4.53 51.4% 25.5% 34.3% 30.3% 15 29.0%
Average £2.88 50.1% 48.8% 49.5% 49.7% 35.9 54.4%Max £5.57 60.4% 76.8% 61.6% 65.8% 127.0 75.7%Min £0.50 38.6% 25.5% 33.8% 30.3% 1.0 29.0%
Median £3.03 50.3% 49.9% 49.6% 49.3% 25.0 54.4%
Key Statistics
Scorecard Metrics
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SAMPLE REPORT ONLY: DATA IS NOT ACCURATE!
25© 2012 MetricNet, LLC, www.metricnet.com
Rank Ordering of Scorecard KPI’s
The next four pages show the ranking of each KPI in the
scorecard
Each KPI is listed in rank order, from best performance
(top row), to worst performance (bottom row)
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SAMPLE REPORT ONLY: DATA IS NOT ACCURATE!
26© 2012 MetricNet, LLC, www.metricnet.com
Rank Ordering of Scorecard KPI’sSA
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KPI RankingCost per Minute of Handle Time
Customer Satisfaction
Agent Utilization
Net First Contact
Resolution Rate
Agent Job Satisfaction
Average Speed of Answer
Total Balanced
Score1 £0.50 60.4% 76.8% 61.6% 65.8% 1 75.7%2 £0.81 60.1% 74.4% 60.5% 64.7% 3 74.0%3 £0.82 59.7% 72.0% 60.1% 64.7% 4 71.3%4 £0.99 59.0% 71.9% 59.3% 64.6% 6 70.5%5 £1.01 58.2% 69.2% 59.2% 61.7% 7 68.5%6 £1.05 58.2% 67.7% 58.2% 61.4% 8 68.5%7 £1.05 58.1% 67.7% 57.8% 61.0% 9 68.2%8 £1.17 58.0% 67.7% 57.7% 60.1% 10 67.4%9 £1.18 58.0% 66.0% 57.3% 59.8% 10 67.4%
10 £1.20 56.8% 65.9% 56.5% 58.6% 11 67.3%11 £1.20 56.8% 64.6% 56.4% 58.3% 11 66.9%12 £1.24 56.6% 64.2% 55.5% 57.7% 14 66.4%13 £1.31 56.6% 63.8% 55.0% 57.5% 14 66.3%14 £1.35 56.6% 63.6% 54.5% 57.4% 15 66.0%15 £1.36 56.5% 63.4% 54.1% 56.8% 15 64.3%16 £1.43 56.2% 62.3% 53.7% 56.2% 15 63.9%17 £1.51 55.5% 62.0% 53.2% 56.0% 15 63.8%18 £1.57 55.4% 61.7% 52.2% 55.7% 17 61.8%19 £1.61 55.2% 61.2% 52.2% 54.1% 17 60.4%20 £1.73 54.8% 60.7% 52.1% 53.4% 19 60.0%
Scorecard Metrics
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SAMPLE REPORT ONLY: DATA IS NOT ACCURATE!
27© 2012 MetricNet, LLC, www.metricnet.com
Rank Ordering of Scorecard KPI’s (contd.)SA
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KPI RankingCost per Minute of Handle Time
Customer Satisfaction
Agent Utilization
Net First Contact
Resolution Rate
Agent Job Satisfaction
Average Speed of Answer
Total Balanced
Score21 £1.87 54.5% 59.2% 51.2% 52.5% 19 59.3%22 £1.88 53.7% 58.9% 51.1% 52.5% 19 58.7%23 £1.92 53.1% 56.8% 51.1% 52.4% 20 58.6%24 £1.94 53.0% 56.7% 51.1% 52.3% 20 58.5%25 £2.03 52.5% 56.2% 51.0% 52.3% 21 57.3%26 £2.11 52.4% 55.9% 51.0% 50.8% 21 57.2%27 £2.11 51.4% 55.6% 50.9% 50.8% 21 57.0%28 £2.33 51.4% 55.2% 50.8% 50.6% 22 56.2%29 £2.37 51.4% 55.2% 50.8% 50.6% 22 56.1%30 £2.46 51.3% 55.2% 50.2% 50.4% 22 55.9%31 £2.51 51.3% 55.0% 50.0% 50.2% 23 55.3%32 £2.72 51.1% 53.8% 50.0% 50.1% 23 55.1%33 £2.72 51.1% 51.5% 50.0% 49.6% 24 55.0%34 £2.74 50.6% 50.3% 50.0% 49.5% 25 54.7%35 £3.01 50.3% 50.2% 49.9% 49.4% 25 54.4%36 £3.05 50.3% 49.5% 49.2% 49.1% 25 54.4%37 £3.17 50.1% 48.8% 49.1% 49.0% 25 54.2%38 £3.21 50.0% 48.7% 49.0% 48.9% 25 53.3%39 £3.27 49.3% 44.1% 48.9% 48.7% 27 53.2%40 £3.28 49.2% 44.1% 48.9% 48.6% 29 53.1%
Scorecard Metrics
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SAMPLE REPORT ONLY: DATA IS NOT ACCURATE!
28© 2012 MetricNet, LLC, www.metricnet.com
Rank Ordering of Scorecard KPI’s (contd.)SA
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KPI RankingCost per Minute of Handle Time
Customer Satisfaction
Agent Utilization
Net First Contact
Resolution Rate
Agent Job Satisfaction
Average Speed of Answer
Total Balanced
Score41 £3.33 48.9% 42.7% 48.4% 48.6% 30 52.8%42 £3.35 48.8% 41.5% 48.4% 48.1% 30 51.2%43 £3.43 48.7% 39.4% 48.3% 47.3% 31 51.2%44 £3.50 48.5% 39.3% 48.1% 46.9% 32 50.6%45 £3.58 48.4% 39.2% 47.8% 46.8% 32 50.4%46 £3.62 47.8% 38.7% 47.7% 46.6% 33 50.3%47 £3.65 47.5% 38.6% 47.4% 46.2% 33 49.6%48 £3.68 47.4% 38.2% 47.0% 45.4% 34 49.1%49 £3.70 47.4% 38.1% 46.7% 45.4% 35 49.1%50 £3.76 46.5% 37.2% 46.6% 45.1% 36 48.9%51 £3.88 46.1% 37.1% 46.5% 44.9% 39 48.7%52 £3.89 45.6% 35.4% 46.4% 43.9% 39 48.5%53 £4.13 45.6% 35.2% 46.3% 43.7% 42 47.7%54 £4.19 45.4% 35.0% 45.9% 43.6% 50 47.2%55 £4.19 44.6% 34.8% 45.3% 43.0% 52 46.4%56 £4.23 44.1% 34.8% 45.3% 43.0% 56 46.2%57 £4.29 43.6% 34.7% 45.2% 42.7% 56 46.1%58 £4.30 43.3% 34.1% 44.9% 41.8% 61 44.8%59 £4.32 43.0% 33.1% 44.5% 41.8% 62 44.7%60 £4.34 42.8% 32.9% 44.5% 41.5% 68 43.2%
Scorecard Metrics
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SAMPLE REPORT ONLY: DATA IS NOT ACCURATE!
29© 2012 MetricNet, LLC, www.metricnet.com
Rank Ordering of Scorecard KPI’s (contd.)SA
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KPI RankingCost per Minute of Handle Time
Customer Satisfaction
Agent Utilization
Net First Contact
Resolution Rate
Agent Job Satisfaction
Average Speed of Answer
Total Balanced
Score61 £4.38 42.5% 32.6% 44.4% 41.4% 74 42.7%62 £4.53 42.2% 31.3% 42.9% 41.3% 83 42.5%63 £4.53 42.0% 31.2% 42.6% 40.4% 85 42.4%64 £4.54 41.9% 30.8% 41.7% 39.8% 88 41.0%65 £4.80 41.8% 28.1% 41.6% 39.3% 93 40.5%66 £4.97 40.8% 28.0% 40.9% 38.9% 98 39.6%67 £5.00 40.6% 27.6% 40.0% 38.8% 105 39.5%68 £5.45 39.9% 26.5% 39.6% 38.7% 107 37.5%69 £5.48 39.0% 26.3% 34.3% 37.8% 126 33.6%70 £5.57 38.6% 25.5% 33.8% 30.3% 127 29.0%
Average £2.88 50.1% 48.8% 49.5% 49.7% 35.9 54.4%Max £5.57 60.4% 76.8% 61.6% 65.8% 127 75.7%Min £0.50 38.6% 25.5% 33.8% 30.3% 1.0 29.0%
Median £3.03 50.3% 49.9% 49.6% 49.3% 25.0 54.4%
Scorecard Metrics
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£0.00
£0.50
£1.00
£1.50
£2.00
£2.50
£3.00
£3.50
£4.00
£4.50
£5.00
£5.50
£6.00
Cos
t per
min
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of H
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30© 2012 MetricNet, LLC, www.metricnet.com
Scorecard Metrics: Cost per Minute of Handle TimeSA
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High £5.57Average ----- £2.88Median £3.03Low £0.50
Key Statistics
Cost per Minute of Handle Time
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30.0%
35.0%
40.0%
45.0%
50.0%
55.0%
60.0%
65.0%
Cus
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31© 2012 MetricNet, LLC, www.metricnet.com
Scorecard Metrics: Customer Satisfaction
High 60.4%Average ----- 50.1%Median 50.3%Low 38.6%
Key Statistics
Customer Satisfaction
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25.0%
30.0%
35.0%
40.0%
45.0%
50.0%
55.0%
60.0%
65.0%
70.0%
75.0%
80.0%
Age
nt U
tiliz
atio
n
32© 2012 MetricNet, LLC, www.metricnet.com
Scorecard Metrics: Agent Utilization
High 76.8%Average ----- 48.8%Median 49.9%Low 25.5%
Key Statistics
Agent Utilization
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20.0%
25.0%
30.0%
35.0%
40.0%
45.0%
50.0%
55.0%
60.0%
65.0%
Net
Firs
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Res
olut
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Rat
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33© 2012 MetricNet, LLC, www.metricnet.com
Scorecard Metrics: Net First Contact Resolution Rate
High 61.6%Average ----- 49.5%Median 49.6%Low 33.8%
Key Statistics
Net First Contact Resolution Rate
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20.0%
25.0%
30.0%
35.0%
40.0%
45.0%
50.0%
55.0%
60.0%
65.0%
70.0%
Age
nt J
ob S
atis
fact
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34© 2012 MetricNet, LLC, www.metricnet.com
Scorecard Metrics: Agent Job Satisfaction
High 65.8%Average ----- 49.7%Median 49.3%Low 30.3%
Key Statistics
Agent Job Satisfaction
SAM
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0.0
10.0
20.0
30.0
40.0
50.0
60.0
70.0
80.0
90.0
100.0
110.0
120.0
130.0
Ave
rage
Spe
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f Ans
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35© 2012 MetricNet, LLC, www.metricnet.com
Scorecard Metrics: Average Speed of Answer
High 127Average ----- 35.9Median 25.0Low 1
Average Speed of Answer
Key Statistics
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Detailed Benchmarking Comparisons
36© 2012 MetricNet, LLC, www.metricnet.com
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SAMPLE REPORT ONLY: DATA IS NOT ACCURATE!
Cost Metrics
37© 2012 MetricNet, LLC, www.metricnet.com
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SAMPLE REPORT ONLY: DATA IS NOT ACCURATE!
38© 2012 MetricNet, LLC, www.metricnet.com
Cost Metrics: Cost per Inbound Contact
Cost per Inbound Contact is strongly correlated with the following metrics: Agent Utilization First Contact Resolution Rate Inbound Contact Handle Time IVR Completion Rate Average Speed of Answer
Definition
Why it’s Important
Key Correlations
Cost per Contact is one of the most important Call Center metrics. It is a measure of how efficiently your Call Center conducts its business. A higher than average Cost per Contact is not necessarily a bad thing, particularly if accompanied by higher than average quality levels. Conversely, a low Cost per Contact is not necessarily good, particularly if the low cost is achieved by sacrificing Call Quality or service levels. Every Call Center should track and trend Cost per Contact on a monthly basis.
Cost per Inbound Contact is the total annual operating expense of the Call Center divided by the annual inbound contact volume of the Call Center. Operating expense includes all employee salaries, overtime pay, benefits, and incentive compensation, contractor costs, facilities expense, telecom costs, desktop computing, software licensing, training, travel, office supplies, and miscellaneous expenses. Contact volume includes contacts from all sources: live voice, voice mail, Email, web, fax, etc.
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£0.00
£2.00
£4.00
£6.00
£8.00
£10.00
£12.00
£14.00
£16.00
£18.00
£20.00
£22.00
£24.00
£26.00
Cos
t per
Inbo
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39© 2012 MetricNet, LLC, www.metricnet.com
Cost Metrics: Cost per Inbound ContactSA
MPL
E R
EPO
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ON
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IS N
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High £25.48Average ----- £7.09Median £5.16Low £0.17
Key Statistics
Cost per Inbound Contact
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SAMPLE REPORT ONLY: DATA IS NOT ACCURATE!
Cost Metrics: Cost per Minute of Handle Time
Cost per Minute of Handle Time is strongly correlated with the following metrics: Agent Utilization First Contact Resolution Rate Agent-less Completion Rate Average Speed of Answer
Definition
Why it’s Important
Key Correlations
Unlike Cost per Contact, which does not take into account the Contact Handle Time or call complexity, Cost per Minute of Handle Time is a measure of the per minute cost of providing customer service. It enables a more direct comparison of costs between contact centers because it is independent of the types of calls that come into the contact center and the complexity of those calls.
Cost per Minute of Handle Time is simply the Cost per Contact divided by the average Contact Handle Time.
40© 2012 MetricNet, LLC, www.metricnet.com
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£0.00
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High £5.57Average ----- £2.88Median £3.03Low £0.50
Key Statistics
Cost per Minute of Handle Time
41© 2012 MetricNet, LLC, www.metricnet.com
Cost Metrics: Cost per Minute of Handle Time
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Productivity Metrics
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SAMPLE REPORT ONLY: DATA IS NOT ACCURATE!
43© 2012 MetricNet, LLC, www.metricnet.com
Productivity Metrics: Agent Utilization
Agent Utilization is strongly correlated with the following metrics: Contacts per Agent per Month Cost per Contact Agent Occupancy
Definition
Why it’s Important
Key Correlations
Agent Utilization is the single most important indicator of agent productivity. It measures the percentage of time that the average agent is in “work mode”, and is independent of Contact Handle Time or call complexity.
Agent Utilization is the average time that an agent spends handling both inbound and outbound contacts, divided by the number of hours spent at work. The calculation for Agent Utilization is shown on the next page.
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Agent Utilization Defined
Agent Utilization
((Average number of inbound Contacts handled by an agent in a month) X (Average inbound handle time in minutes) +
(Average number of outbound Contacts handled by an agent in a month) X (Average outbound handle time in minutes))
(Average number of days worked in a month) X (Number of work hours in a day) X (60 minutes/hr)
Agent Utilization is a measure of actual time worked by agents in a month, divided by total time at work during the month
It takes into account both inbound and outbound contacts handled by the agents But it does not make adjustments for sick days, holidays, training time, project
time, or idle time
=
44© 2012 MetricNet, LLC, www.metricnet.com
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Example: Call Center Agent Utilization
Inbound Contacts per Agent per Month = 375
Outbound Contacts per Agent per Month = 225
Average Inbound Contact Handle Time = 10 minutes
Average Outbound Contact Handle Time = 5 minutes
Agent Utilization
((375 Inbound Contacts per Month) X (10 minutes) + (225 Outbound Contacts per Month) X (5 minutes)
(21.5 working days per month) X (7.5 work hours per day) X (60 minutes/hr)= =
50.4% Agent
Utilization
Agent Utilization
((Average number of inbound Contacts handled by an Agent in a month) X (Average inbound handle time in minutes) +
(Average number of outbound Contacts handled by an Agent in a month) X (Average outbound handle time in minutes))
(Average number of days worked in a month) X (Number of work hours in a day) X (60 minutes/hr)=
© 2012 MetricNet, LLC, www.metricnet.com 45
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25.0%
30.0%
35.0%
40.0%
45.0%
50.0%
55.0%
60.0%
65.0%
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80.0%
Age
nt U
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46© 2012 MetricNet, LLC, www.metricnet.com
Productivity Metrics: Agent Utilization
High 76.8%Average ----- 48.8%Median 49.9%Low 25.5%
Key Statistics
Agent Utilization
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SAMPLE REPORT ONLY: DATA IS NOT ACCURATE!
47© 2012 MetricNet, LLC, www.metricnet.com
Productivity Metrics: Inbound Contacts per Agent per Month
Inbound Contacts per Agent per Month is strongly correlated with the following metrics: Agent Utilization Inbound Contact Handle Time Cost per Inbound Contact Cost per Minute of Inbound Handle Time Agent Occupancy Average Speed of Answer
Definition
Why it’s Important
Key Correlations
Inbound Contacts per Agent per Month is an important indicator of Agent productivity. A low number could indicate low Agent Utilization, poor scheduling efficiency or schedule adherence, or a higher than average Contact Handle Time. Conversely, a high number of Agent handled contacts may indicate high Agent Utilization, good scheduling efficiency and schedule adherence, or a lower than average Contact Handle Time. Every Call Center should track and trend this metric on a monthly basis.
Inbound Contacts per Agent per Month is the average monthly inbound contact volume divided by the average Full Time Equivalent (FTE) Agent headcount. Contact volume includes contacts from all sources: live voice, voice mail, Email, web, fax, etc. Agent headcount is the average FTE number of employees and contractors handling customer contacts.
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48© 2012 MetricNet, LLC, www.metricnet.com
Productivity Metrics: Inbound Contacts per Agent per Month
High 1,533Average ----- 453Median 355Low 54
Key Statistics
Inbound Contacts per Agent per Month
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SAMPLE REPORT ONLY: DATA IS NOT ACCURATE!
49© 2012 MetricNet, LLC, www.metricnet.com
Productivity Metrics: Agents as a % of Total Headcount
Agents as a % of Total Headcount is strongly correlated with the following metrics: Cost per Inbound Contact Cost per Minute of Inbound Handle Time
Definition
Why it’s Important
Key Correlations
The agent headcount as a percent of total Call Center headcount is an important measure of management and overhead efficiency. Since non-agents include both management and non-management personnel (e.g., supervisors and team leads, QA/QC, trainers, etc.), this metric is not a pure measure of management span of control. It is, however, a more useful metric than management span of control because the denominator of this ratio takes into account all personnel that are not directly engaged in customer service activities.
This metric is the Full Time Equivalent agent headcount divided by the total Call Center headcount. It is expressed as a percentage, and represents the percentage of total Call Center personnel who are engaged in direct customer service activities.
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34.0%
36.0%
38.0%
40.0%
42.0%
44.0%
46.0%
48.0%
50.0%
52.0%
54.0%
56.0%
58.0%
60.0%
Age
nts
as a
% o
f Tot
al H
eadc
ount
50© 2012 MetricNet, LLC, www.metricnet.com
Productivity Metrics: Agents as a % of Total Headcount
High 59.2%Average ----- 49.8%Median 49.8%Low 38.9%
Key Statistics
Agents as a % of Total Headcount
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Service Level Metrics
51© 2012 MetricNet, LLC, www.metricnet.com
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52© 2012 MetricNet, LLC, www.metricnet.com
Service Level Metrics: Average Speed of Answer (ASA)
Average Speed of Answer is strongly correlated with the following metrics: Call abandonment rate Percentage of calls answered within 30 seconds Agent Utilization
Definition
Why it’s Important
Key Correlations
ASA is a common service level metric in the contact center industry. It is an indication of how responsive a contact center is to incoming calls. Since most contact centers have an ASA service level target, the ASA is tracked to ensure service level compliance.
Average Speed of Answer is the total wait time that callers are in queue, divided by the number of calls handled. This includes both IVR-handled calls as well as calls handled by a live agent. Most ACD systems provide this number.
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0.0
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60.0
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53© 2012 MetricNet, LLC, www.metricnet.com
Service Level Metrics: Average Speed of Answer
High 127Average ----- 35.9Median 25.0Low 1
Average Speed of Answer
Key Statistics
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54© 2012 MetricNet, LLC, www.metricnet.com
Service Level Metrics: % Answered in 30 Seconds
The Percentage of Calls Answered Within 30 Seconds is strongly correlated with the following metrics: Average Speed of Answer Call abandonment rate Agent Utilization
Definition
Why it’s Important
Key Correlations
The percentage of calls answered within 30 seconds is a common service level metric in the industry. It is an indication of how responsive a contact center is to incoming calls. Many contact centers have a service level target for the percentage of calls answered within 30 seconds, so the metric is tracked to ensure service level compliance.
This metric is fairly self explanatory. It is the percentage of all incoming calls that are answered by a live agent within 30 seconds. For those who don’t track this exact metric, but track a similar metric such as % answered within 20 seconds, MetricNet uses a conversion formula to calculate the equivalent percentage of calls answered within 20 seconds.
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0.0%
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% A
nsw
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55© 2012 MetricNet, LLC, www.metricnet.com
Service Level Metrics: % Answered in 30 Seconds
High 75.7%Average ----- 48.9%Median 48.0%Low 19.1%
Key Statistics
% Answered in 30 Seconds
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56© 2012 MetricNet, LLC, www.metricnet.com
Service Level Metrics: Call Abandonment Rate
Call abandonment rate is strongly correlated with the following metrics: Average Speed of Answer Percentage of calls answered within 30 seconds Agent Utilization
Definition
Why it’s Important
Key Correlations
Call abandonment rate is a common service level metric in the contact center industry. An abandoned call is an indication that a caller has given up, and hung up the phone before receiving service from a live agent or from an IVR. Since most contact centers have an abandonment rate service level target, the call abandonment rate is tracked to ensure service level compliance.
Call abandonment rate is the percentage of calls that were connected to the ACD, but were disconnected by the caller before reaching an agent, or before completing a process within the IVR.
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14.0%
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Cal
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57© 2012 MetricNet, LLC, www.metricnet.com
Service Level Metrics: Call Abandonment Rate
High 20.0%Average ----- 3.8%Median 2.7%Low 1.1%
Key Statistics
Call Abandonment Rate
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Quality Metrics
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59© 2012 MetricNet, LLC, www.metricnet.com
Quality Metrics: Customer Satisfaction
Customer Satisfaction is strongly correlated with the following metrics: First Contact Resolution Rate Call Quality
Definition
Why it’s Important
Key Correlations
Customer Satisfaction is perhaps the single most important measure of contact center performance. Any successful contact center will have consistently high Customer Satisfaction ratings. Some contact center managers are under the impression that a low Cost per Contact may justify a lower level of Customer Satisfaction. But this is not true. MetricNet’s research shows that even contact center’s with a very low Cost per Contact can achieve consistently high Customer Satisfaction ratings.
Customer Satisfaction is the percentage of customers who are either satisfied or very satisfied with their contact center experience. This metric can be captured in a numbers of ways including automatic after-call IVR surveys, follow-up outbound (live agent) calls, follow-up Email surveys, etc.
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30.0%
35.0%
40.0%
45.0%
50.0%
55.0%
60.0%
65.0%
Cus
tom
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60© 2012 MetricNet, LLC, www.metricnet.com
Quality Metrics: Customer Satisfaction
High 60.4%Average ----- 50.1%Median 50.3%Low 38.6%
Key Statistics
Customer Satisfaction
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61© 2012 MetricNet, LLC, www.metricnet.com
Quality Metrics: Net First Contact Resolution Rate
Net First Contact Resolution is strongly correlated with the following metrics: New Agent Training Hours Veteran Agent Training Hours Customer Satisfaction Contact Handle Time Contacts per Agent per Month
Definition
Why it’s Important
Key Correlations
Net First Contact Resolution is perhaps the single biggest driver of Customer Satisfaction. A high Net First Contact Resolution Rate is almost always associated with high levels of Customer Satisfaction. Contact centers that emphasize training (i.e., high training hours for new and veteran agents) generally enjoy a higher than average Net First Contact Resolution Rate.
Net First Contact Resolution applies only to live (telephone) contacts. It is the percentage of calls that are resolved on the first interaction with the customer divided by all calls that are potentially resolvableon first contact. Calls that cannot be resolved on first contact, such as a product break/fix, are not included in the denominator of Net First Contact Resolution Rate. Calls that require a customer callback, or are otherwise unresolved on first contact for any reason, do not qualify for Net First Contact Resolution.
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20.0%
25.0%
30.0%
35.0%
40.0%
45.0%
50.0%
55.0%
60.0%
65.0%
Net
Firs
t Con
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Res
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Rat
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62© 2012 MetricNet, LLC, www.metricnet.com
Quality Metrics: Net First Contact Resolution Rate
High 61.6%Average ----- 49.5%Median 49.6%Low 33.8%
Key Statistics
Net First Contact Resolution Rate
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SAMPLE REPORT ONLY: DATA IS NOT ACCURATE!
63© 2012 MetricNet, LLC, www.metricnet.com
Quality Metrics: Call Quality
Call Quality is strongly correlated with the following metrics: Customer Satisfaction First Contact Resolution Rate
Definition
Why it’s Important
Key Correlations
Call Quality is the cornerstone of Customer Satisfaction. Good Call Quality takes into account agent knowledge and expertise, call efficiency (i.e. Call Handle Time), and agent courtesy and professionalism. Unless Call Quality is consistently high, it is difficult to achieve consistently high levels of Customer Satisfaction. When measured properly, Call Quality and Customer Satisfaction should track fairly closely.
Although there is no consistent methodology for measuring Call Quality in the contact center industry, most contact centers have developed their own scoring system for grading the quality of a call. Most will measure call quality on a scale of 0 to 100%, and include such things as agent courtesy, professionalism, empathy, timeliness of resolution, quality of resolution, following the script, etc. in their Call Quality evaluations
SAM
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SAMPLE REPORT ONLY: DATA IS NOT ACCURATE!
30.0%
35.0%
40.0%
45.0%
50.0%
55.0%
60.0%
65.0%
Cal
l Qua
lity
64© 2012 MetricNet, LLC, www.metricnet.com
Quality Metrics: Call Quality
High 61.0%Average ----- 50.1%Median 49.9%Low 39.5%
Key Statistics
Call Quality
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SAMPLE REPORT ONLY: DATA IS NOT ACCURATE!
Agent Metrics
65© 2012 MetricNet, LLC, www.metricnet.com
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SAMPLE REPORT ONLY: DATA IS NOT ACCURATE!
66© 2012 MetricNet, LLC, www.metricnet.com
Agent Metrics: Annual Agent Turnover
Annual Agent Turnover is strongly correlated with the following metrics: Daily Agent Absenteeism Customer Satisfaction Annual Agent Training Hours Cost per Contact Agent Job Satisfaction
Definition
Why it’s Important
Key Correlations
Agent turnover is costly. Each time an agent leaves the contact center, a new agent needs to be hired to replace the outgoing agent. This results in costly recruiting, hiring, and training expenses. Additionally, it is typically several weeks or even months before an agent is fully productive, so there is lost productivity associated with agent turnover as well. High agent turnover is generally associated with low agent morale in a contact center.
Annual Agent Turnover is the percentage of agents (tier 1 and tier 2) that leave the contact center (voluntarily or involuntarily) on an annual basis.
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SAMPLE REPORT ONLY: DATA IS NOT ACCURATE!
0.0%
5.0%
10.0%
15.0%
20.0%
25.0%
30.0%
35.0%
40.0%
45.0%
50.0%
55.0%
60.0%
65.0%
70.0%
75.0%
80.0%
85.0%
90.0%
95.0%
100.0%
Annu
al A
gent
Tur
nove
r
67© 2012 MetricNet, LLC, www.metricnet.com
Agent Metrics: Annual Agent Turnover
High 91.8%Average ----- 41.9%Median 37.5%Low 8.9%
Key Statistics
Annual Agent Turnover
SAM
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SAMPLE REPORT ONLY: DATA IS NOT ACCURATE!
68© 2012 MetricNet, LLC, www.metricnet.com
Agent Metrics: Daily Agent Absenteeism
Daily Agent Absenteeism is strongly correlated with the following metrics: Annual Agent Turnover Agent Job Satisfaction Agent Utilization Cost per Contact Contacts per Agent per Month
Definition
Why it’s Important
Key Correlations
High absenteeism is problematic because it makes it difficult for a contact center to schedule resources efficiently. High absenteeism can severely impact a contact center’s operating performance, and increase the likelihood that service level targets will be missed. A contact center’s ASA and Call Abandonment Rate typically suffer when absenteeism is high. Also, chronically high absenteeism is often a sign of low agent morale.
Daily absenteeism is the average percentage of agents with an unexcused absence on any given day. It is calculated by dividing the number of absent agents by the total number of agents that are scheduled to be at work.
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SAMPLE REPORT ONLY: DATA IS NOT ACCURATE!
0.0%
2.0%
4.0%
6.0%
8.0%
10.0%
12.0%
14.0%
16.0%
18.0%
20.0%
22.0%
24.0%
Dai
ly A
gent
Abs
ente
eism
69© 2012 MetricNet, LLC, www.metricnet.com
Agent Metrics: Daily Agent Absenteeism
High 23.1%Average ----- 8.5%Median 7.7%Low 1.5%
Daily Agent Absenteeism
Key Statistics
SAM
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ATE
!
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SAMPLE REPORT ONLY: DATA IS NOT ACCURATE!
70© 2012 MetricNet, LLC, www.metricnet.com
Agent Metrics: Agent Occupancy
Agent Occupancy is strongly correlated with the following metrics: Agent Utilization Agent Schedule Adherence Contacts per Agent per Month Cost per Inbound Contact
Definition
Why it’s Important
Key Correlations
Agent Occupancy is an indirect measure of Agent productivity and Schedule Adherence. High levels of Agent Occupancy are indicative of an orderly, disciplined work environment. Conversely, low levels of Agent Occupancy are often accompanied by a chaotic, undisciplined work environment. Agent Occupancy and Utilization are sometimes confused. Although Agent Occupancy and Agent Utilization are correlated, they are very different metrics. It is possible to have a high Occupancy (when Agents are logged into the ADC a large percentage of the time) but a low Agent Utilization (when few calls are coming in).
Agent Occupancy is the percentage of time that an Agent is in their seat connected to the ACD, and either engaged in a call or ready to answer a call, divided by the total number of hours at work (excluding break time and lunch time).
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SAMPLE REPORT ONLY: DATA IS NOT ACCURATE!
20.0%
25.0%
30.0%
35.0%
40.0%
45.0%
50.0%
55.0%
60.0%
65.0%
70.0%
Age
nt O
ccup
ancy
71© 2012 MetricNet, LLC, www.metricnet.com
Agent Metrics: Agent Occupancy
High 67.0%Average ----- 48.7%Median 48.7%Low 31.5%
Key Statistics
Agent Occupancy
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SAMPLE REPORT ONLY: DATA IS NOT ACCURATE!
72
Agent Metrics: Agent Schedule Adherence
Agent schedule adherence is strongly correlated with the following metrics: Agent Utilization Inbound Contacts per Agent per Month Agent Occupancy Average Speed of Answer
Definition
Why it’s Important
Key Correlations
Effective agent scheduling is critical to achieving a Call Center’s service level goals and maximizing Agent Utilization. However, a work schedule, no matter how well constructed, is only as good as the adherence to the schedule. It is therefore important for agents to adhere to the schedule as closely as possible to ensure that these productivity and service level goals are met.
Agent Schedule Adherence is a measure of whether agents are in their seats ready to accept calls as scheduled. It measures how well a Call Center’s agents are “adhering” to the schedule. Agent Schedule Adherence is equal to the actual time that an agent is logged in to the system ready to accept calls, divided by the total time the agent is scheduled to be available to accept calls.
© 2012 MetricNet, LLC, www.metricnet.com
SAM
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SAMPLE REPORT ONLY: DATA IS NOT ACCURATE!
30.0%
32.0%
34.0%
36.0%
38.0%
40.0%
42.0%
44.0%
46.0%
48.0%
50.0%
52.0%
54.0%
56.0%
58.0%
60.0%
Agen
t Sch
edul
e Ad
here
nce
73© 2012 MetricNet, LLC, www.metricnet.com
Agent Metrics: Agent Schedule Adherence
High 59.7%Average ----- 50.6%Median 50.6%Low 42.0%
Key Statistics
Agent Schedule Adherence
SAM
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: DA
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NO
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SAMPLE REPORT ONLY: DATA IS NOT ACCURATE!
74© 2012 MetricNet, LLC, www.metricnet.com
Agent Metrics: New Agent Training Hours
New Agent Training Hours are strongly correlated with the following metrics: Call Quality First Contact Resolution Rate Customer Satisfaction Contact Handle Time
Definition
Why it’s Important
Key Correlations
New Agent Training Hours are strongly correlated with Call Quality, particularly during an agent’s first few months on the job. The more training a new agent receives, the higher the Call Quality will typically be. This, in turn, has a positive effect on many other performance metrics including Customer Satisfaction, and Net First Contact Resolution. Perhaps most importantly, training levels have a strong impact on agent morale: agents who receive more training typically have higher levels of job satisfaction.
The name of this metric is somewhat self explanatory. New Agent Training Hours are the number of training hours (including classroom, CBT, self-study, shadowing, being coached, and OJT) that a new agents receives before he/she is allowed to handle calls independently.
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SAMPLE REPORT ONLY: DATA IS NOT ACCURATE!
0
50
100
150
200
250
300
350
400
New
Age
nt T
rain
ing
Hou
rs
75© 2012 MetricNet, LLC, www.metricnet.com
Agent Metrics: New Agent Training Hours
High 375Average ----- 113Median 102Low 2
Key Statistics
New Agent Training Hours
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SAMPLE REPORT ONLY: DATA IS NOT ACCURATE!
76© 2012 MetricNet, LLC, www.metricnet.com
Agent Metrics: Annual Agent Training Hours
Annual Agent Training Hours are strongly correlated with the following metrics: Call Quality First Contact Resolution Rate Customer Satisfaction Contact Handle Time
Definition
Why it’s Important
Key Correlations
Annual Agent Training Hours are strongly correlated with Call Quality, Customer Satisfaction, and Net First Contact Resolution. Perhaps most importantly, training levels have a strong impact on agent morale: agents who train more typically have higher levels of job satisfaction.
Annual Agent Training Hours are the average number of training hours (including classroom, CBT, self-study, shadowing, etc.) that an agent receives on an annual basis. This number includes any training hours that an agent receives that are not part of the agent’s initial (new agent) training.
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SAMPLE REPORT ONLY: DATA IS NOT ACCURATE!
0
10
20
30
40
50
60
70
80
90
100
110
120
130
Annu
al A
gent
Tra
inin
g Ho
urs
77© 2012 MetricNet, LLC, www.metricnet.com
Agent Metrics: Annual Agent Training Hours
High 122Average ----- 17Median 11Low 0
Key Statistics
Annual Agent Training Hours
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SAMPLE REPORT ONLY: DATA IS NOT ACCURATE!
78© 2012 MetricNet, LLC, www.metricnet.com
Agent Metrics: Agent Tenure
Definition
Why it’s Important
Key Correlations
Agent tenure is a measure of agent experience. Virtually every measure related to call center cost and quality is impacted by the tenure of a call center’s agents.
Agent tenure is the average number of months the agents have worked in a particular call center.
Cost per Contact Agent Turnover Contact Handle Time
Call Quality Training Hours First Contact Resolution Rate
Customer Satisfaction Coaching Hours Agent Job Satisfaction
Agent tenure is strongly correlated with the following metrics:
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SAMPLE REPORT ONLY: DATA IS NOT ACCURATE!
0.0
20.0
40.0
60.0
80.0
100.0
120.0
140.0
Age
nt T
enur
e (m
onth
s)
79© 2012 MetricNet, LLC, www.metricnet.com
Agent Metrics: Agent Tenure
High 127.6Average ----- 33.4Median 28.7Low 0.6
Key Statistics
Agent Tenure (months)
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SAMPLE REPORT ONLY: DATA IS NOT ACCURATE!
80© 2012 MetricNet, LLC, www.metricnet.com
Agent Metrics: Agent Job Satisfaction
Agent Job Satisfaction is strongly correlated with the following metrics: Agent Turnover Daily Agent Absenteeism Agent Training Hours Agent Coaching Hours
Definition
Why it’s Important
Key Correlations
Agent Job Satisfaction is a proxy for agent morale. And morale, while difficult to measure, is a bellwether metric that affects almost every other metric in the call center. High performance call centers almost always have high levels of Agent Job Satisfaction. Perhaps more importantly, this metric can be controlled and improved through training, coaching, and career pathing.
Agent Job Satisfaction is the percent of agents in a Call Center that are either satisfied or very satisfied with their jobs.
Customer Satisfaction Net First Contact Resolution Rate Contact Handle Time Cost per Contact
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SAMPLE REPORT ONLY: DATA IS NOT ACCURATE!
20.0%
25.0%
30.0%
35.0%
40.0%
45.0%
50.0%
55.0%
60.0%
65.0%
70.0%
Age
nt J
ob S
atis
fact
ion
81© 2012 MetricNet, LLC, www.metricnet.com
Agent Metrics: Agent Job Satisfaction
High 65.8%Average ----- 49.7%Median 49.3%Low 30.3%
Key Statistics
Agent Job Satisfaction
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SAMPLE REPORT ONLY: DATA IS NOT ACCURATE!
Contact Handling Metrics
82© 2012 MetricNet, LLC, www.metricnet.com
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SAMPLE REPORT ONLY: DATA IS NOT ACCURATE!
83© 2012 MetricNet, LLC, www.metricnet.com
Contact Handling Metrics: Inbound Contact Handle Time
Inbound Contact Handle Time is strongly correlated with the following metrics: Cost per Inbound Contact Inbound Contacts per Agent per Month Net First Contact Resolution Rate
Definition
Why it’s Important
Key Correlations
A contact is the basic unit of work in a Call Center. Contact Handle Time, therefore, represents the amount of labor required to complete one unit of work.
Inbound Contact Handle Time for a live (telephone) contact is the average time that an Agent spends on the contact, including Talk Time, wrap time, and After Call Work Time. For non-live contacts, such as Email, voice mail, and faxes, the Inbound Contact Handle Time is the average time that an Agent spends resolving the contact.
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SAMPLE REPORT ONLY: DATA IS NOT ACCURATE!
0.00
2.00
4.00
6.00
8.00
10.00
12.00
14.00
16.00
18.00
20.00
Inbo
und
Con
tact
Han
dle
Tim
e (a
ll C
onta
cts
in m
inut
es)
84© 2012 MetricNet, LLC, www.metricnet.com
Contact Handling Metrics: Inbound Contact Handle Time
High 19.63Average ----- 6.36Median 5.88Low 1.08
Key Statistics
Inbound Contact Handle Time (min)
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SAMPLE REPORT ONLY: DATA IS NOT ACCURATE!
85© 2012 MetricNet, LLC, www.metricnet.com
Contact Handling Metrics: IVR Completion Rate
IVR Completion Rate is strongly correlated with the following metrics: Cost per Contact
Definition
Why it’s Important
Key Correlations
The Cost per Contact for IVR completed calls is significantly less than for agent assisted calls. By increasing the number of contacts resolved at the IVR, the average Cost per Contact can be reduced. Many call centers, recognizing the potential to reduce their costs, constantly strive to increase their IVR usage and resolution rates.
The IVR Completion Rate is the percentage of contacts that are contained within the IVR, and resolved without the assistance of a live agent.
SAM
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SAMPLE REPORT ONLY: DATA IS NOT ACCURATE!
0.0%
5.0%
10.0%
15.0%
20.0%
25.0%
30.0%
35.0%
40.0%
45.0%
50.0%
55.0%
60.0%
65.0%
70.0%
75.0%
80.0%
85.0%
90.0%
IVR
Com
plet
ion
Rate
86© 2012 MetricNet, LLC, www.metricnet.com
Contact Handling Metrics: IVR Completion Rate
High 83.0%Average ----- 19.9%Median 9.2%Low 0.0%
Key Statistics
IVR Completion Rate
SAM
PLE
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SAMPLE REPORT ONLY: DATA IS NOT ACCURATE!
About MetricNet:Your Benchmarking Partner
87© 2012 MetricNet, LLC, www.metricnet.com
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SAMPLE REPORT ONLY: DATA IS NOT ACCURATE!
88© 2012 MetricNet, LLC, www.metricnet.com
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