Call Centre Performance Management

Today's call center technologies and reporting packages make it easy to capture copious amounts of performance data. Most call center managers can tell you everything from last month's average speed of answer to yesterday's average handle time. But what does it all mean? Despite all the data that call center managers have at their fingertips, most cannot answer a very basic question: How is my call center performing? Perhaps worse, many call center managers are unaware of the critical role -- beyond mere measurement -- that Key Performance Indicators (KPIs) should play in the call center. This includes the ability to track and trend performance, identify, diagnose, and correct performance problems, and to establish performance goals and assign accountability for achieving the goals. Our proven techniques will help you identify and define the five most important performance metrics for customer support call centers.

Consolidation

The case for looking at some form of call centre consolidation is often strong.  In terms of consolidation there are number of major models that should be considered.

·        One Pan-European centre. 

·        Regional hubs. 

·        Product centres.

·        Major and minor markets.

·        Country centres. 

·        'Follow the sun'.

Our team will help explore the strategic implications of these options and model the financial costs and benefits to facilitate sound business decisions based on proven risk assessment and commercial judgment.

Offshore –v- onshore

There are mixed experiences from companies that were early adopters of outsourcing and off-shoring their operations to third parties. Some of these companies are now bringing call-centre operations back in house or onshore where cultural of language barriers have affected customer loyalty. Either way, depending on your type of business, there are compelling service and financial advantages to be explored for either option. As part of this process we conduct an in-depth call-centre assessment as a vital first step of your call centre modernisation

Typical activities include:

We will lead the SOW & RFP processes for your chosen option, maximising the value potential and allowing you to keep a firm control on the business as we navigate through the decision making process with you.