The true potential of KPI’s can only be unlocked when they are used holistically, not just to measure performance, but also to:
Track and trend performance over time
Benchmark performance vs. industry peers
Identify strengths and weaknesses in the call center
Diagnose and understand the underlying drivers of performance gaps
Prescribe actions to improve performance
Establish performance goals for both individuals and the call center overall
Whilst the KPI’s are crucial to achieving world-class performance, not many realise what objective factors might affect the desired KPI targets.
All contact centers deal with periods of high call volume during which supervisors target certain Average Call Times while the managers ensure adequate staffing to keep the appropriate levels of customer experience and minimize call abandonment rates.
In practice, excellent forecasts and proper schedules will inevitably fail if the call center hardware cannot cope with a spike in the call volume.
But what can possibly go wrong and affect the targeted KPI’s?
Customers are unable to navigate IVR any more thus abandoning the call
As the number of customer calls grows, the voice quality may deteriorate prolonging call duration and unnecessarily increasing staff demands
Some customers might get echo which again, can lead to increase in call duration
Agent’s phone registration is dropping rendering the agent unavailable to answer incoming calls
Agents wait for extended periods of time in Ready state before customer call is delivered
Agents wait for extended periods of time on CRM customer records or CRM customer records are not displayed
And the list goes on…
Data Synergy Voice is a unique, innovative test suite for automated testing of Interactive Voice Response (IVR) and Contact Centre platforms. It allows effective automation of different types of tests, efficient analysis of test results and reporting. Same set of scripts can be used for functional & performance testing and even monitoring of contact center solutions in production.