Understanding the best geographical location to

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Unformatted text preview: nderstanding the proposed time frame in which you hope to accomplish best-in-class performance, 8. And more... I have heard a lot about a “balanced score card” for judging the quality of service that I provide in my call center. Can you elaborate? © Copyright 2005 BenchmarkPortal, Inc. The balanced scorecard is a well-accepted concept that judges the quality of any process by using a “balance” between the company’s objective (usually low cost, i.e., efficiency) with the customer’s objective (usually getting what I need, i.e., effectiveness). We have created a balanced scorecard for call centers by designing the Call Center Performance Index (CPI) that divides all call center performance metrics into two groups, namely, one group that relates to effectiveness (for instance percent of once and done calls), and the other group that relates to efficiency (for instance aftercall work time). By statistically weighting these into one index, you end up with a “balanced” view of a call center’s performance, i.e., balanced scorecard. 146 This report is for internal Aspect use only. Distribution of this Report outside of Aspect is strictly forbidden. Frequently Asked Questions From The Popular “Ask Dr. Jon” Column Question Answer Is Service Level calculated as the number of calls answered within 'n' seconds divided by the number of calls 'answered' or 'answered plus abandoned'? The standard measure is the number of calls answered within 'n' seconds divided by the number of calls answered, expressed in %, for instance, 80% of calls answered in 20 seconds. The problem with adding abandoned calls to the mix is that abandoned rate is quite variable between industries and between type of call. Though a logical alternative, it is less accepted and less used. Most call centers use something like 80/20 for service level. What is an acceptable service level for chat? As I am sure you already know, a Web chat session is certainly a different customer interaction than a call. So far, our research into key performance indicators (KPIs) for chat sessions indicates that customers are much less demanding of a chat session. I have witnessed an experienced agent handle as many as four chats simultaneously. From my observations, I think most chat users will tolerate having their answers in one to three minutes. Our call center works towards an 80%/20 second service level objective. We are looking for a metric that assures that the exceptions are not out of control. What are some common metrics used to monitor what is happening to the 20% of calls that miss the objective? Is Average Speed of Answer the most common? Is it % of calls within x% (i.e. 93% within 60 seconds?). I'd appreciate any help to avoid reinventing the wheel. Good question. In managing the other 20%, we often try to understand more about the maximum queue times while watching ASA closely. Another approach is to do a histogram of the 20% of calls that are outside of the 20 seconds to better understand the outliers. Studies through the B...
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