management & kpi metrics
TRANSCRIPT
![Page 1: Management & KPI Metrics](https://reader034.vdocuments.mx/reader034/viewer/2022042511/5872144c1a28ab3f188b5edd/html5/thumbnails/1.jpg)
Call Center Management & Reporting
Presented by:Nahid Mohammad Ishtiaq
![Page 2: Management & KPI Metrics](https://reader034.vdocuments.mx/reader034/viewer/2022042511/5872144c1a28ab3f188b5edd/html5/thumbnails/2.jpg)
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
![Page 3: Management & KPI Metrics](https://reader034.vdocuments.mx/reader034/viewer/2022042511/5872144c1a28ab3f188b5edd/html5/thumbnails/3.jpg)
Genex Infosys Limited, Private & Confidential
Drive For Excellence……….
![Page 4: Management & KPI Metrics](https://reader034.vdocuments.mx/reader034/viewer/2022042511/5872144c1a28ab3f188b5edd/html5/thumbnails/4.jpg)
Contact Center Service
A contact center is defined as a place where contacts are made and received
![Page 5: Management & KPI Metrics](https://reader034.vdocuments.mx/reader034/viewer/2022042511/5872144c1a28ab3f188b5edd/html5/thumbnails/5.jpg)
Contact Center Service
![Page 6: Management & KPI Metrics](https://reader034.vdocuments.mx/reader034/viewer/2022042511/5872144c1a28ab3f188b5edd/html5/thumbnails/6.jpg)
Contact Center Service
![Page 7: Management & KPI Metrics](https://reader034.vdocuments.mx/reader034/viewer/2022042511/5872144c1a28ab3f188b5edd/html5/thumbnails/7.jpg)
Contact Center Service
![Page 8: Management & KPI Metrics](https://reader034.vdocuments.mx/reader034/viewer/2022042511/5872144c1a28ab3f188b5edd/html5/thumbnails/8.jpg)
Functions of Contact Center
Workforce Management
Quality Management
Technology Management
Reporting and Communications
Financial Management
![Page 9: Management & KPI Metrics](https://reader034.vdocuments.mx/reader034/viewer/2022042511/5872144c1a28ab3f188b5edd/html5/thumbnails/9.jpg)
Contact Center Process Flow
WFM
Operation
MIS
Plan and Monitor
Execution and Managed
Track and Analysis
![Page 10: Management & KPI Metrics](https://reader034.vdocuments.mx/reader034/viewer/2022042511/5872144c1a28ab3f188b5edd/html5/thumbnails/10.jpg)
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
![Page 11: Management & KPI Metrics](https://reader034.vdocuments.mx/reader034/viewer/2022042511/5872144c1a28ab3f188b5edd/html5/thumbnails/11.jpg)
Inbound Call Center Operation & KPI Matrices
![Page 12: Management & KPI Metrics](https://reader034.vdocuments.mx/reader034/viewer/2022042511/5872144c1a28ab3f188b5edd/html5/thumbnails/12.jpg)
Customer wait time
Customer wait time
KPI MatricesAverage Speed of Answer (ASA)
Inbound Call Center Operation & KPI Matrices
![Page 13: Management & KPI Metrics](https://reader034.vdocuments.mx/reader034/viewer/2022042511/5872144c1a28ab3f188b5edd/html5/thumbnails/13.jpg)
KPI MatricesAverage Handling Time (AHT)Occupancy (Agent/Process)
Inbound Call Center Operation & KPI Matrices
![Page 14: Management & KPI Metrics](https://reader034.vdocuments.mx/reader034/viewer/2022042511/5872144c1a28ab3f188b5edd/html5/thumbnails/14.jpg)
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
![Page 15: Management & KPI Metrics](https://reader034.vdocuments.mx/reader034/viewer/2022042511/5872144c1a28ab3f188b5edd/html5/thumbnails/15.jpg)
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
![Page 16: Management & KPI Metrics](https://reader034.vdocuments.mx/reader034/viewer/2022042511/5872144c1a28ab3f188b5edd/html5/thumbnails/16.jpg)
Contact Center Reporting
![Page 17: Management & KPI Metrics](https://reader034.vdocuments.mx/reader034/viewer/2022042511/5872144c1a28ab3f188b5edd/html5/thumbnails/17.jpg)
Real Time Report
Contact Center Reporting
![Page 18: Management & KPI Metrics](https://reader034.vdocuments.mx/reader034/viewer/2022042511/5872144c1a28ab3f188b5edd/html5/thumbnails/18.jpg)
Historical Report
Contact Center Reporting
![Page 19: Management & KPI Metrics](https://reader034.vdocuments.mx/reader034/viewer/2022042511/5872144c1a28ab3f188b5edd/html5/thumbnails/19.jpg)
I remainNahid Mohammad Ishtiaq
Any Question??????
Any Question
![Page 20: Management & KPI Metrics](https://reader034.vdocuments.mx/reader034/viewer/2022042511/5872144c1a28ab3f188b5edd/html5/thumbnails/20.jpg)
We hope every individual’s performance increase continuously in terms of service and quality.
Conclusion
![Page 21: Management & KPI Metrics](https://reader034.vdocuments.mx/reader034/viewer/2022042511/5872144c1a28ab3f188b5edd/html5/thumbnails/21.jpg)
Thank You