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Daily Training Schedule

— Start day 07:30 am

— Short break 10:00 am

— Prayers break 12:15 pm

— End Day 02:30 pm

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 Training Basic Rules

— ãDo not feel embarrassed to ask questions.

— Take part in discussions, presenting your ideas with confidence, integrity and
an open mind, without hesitation.
— In case of ambiguity, ask for a clarification, or elaboration.
— Only one person should be allowed to speak at a time.
— Side-talks are not allowed.
— Do not let differences of opinions and viewpoints hold you back.
— Please be punctual and adhere to schedule.
— Please turn off your mobiles to avoid distraction.
— Do not block your mind, saying that you are already familiar with a certain
idea: there must be something new to learn.
— Enjoy your time and try to gain benefit as much as you can.
 Äbjectives & Learning Äutcomes

By the end of the programs, participants will

be able to be familiar with the following:
‰ The difference between internal and external
metrics.
‰ ble to measure his performance and attitude.
‰ ble to identify the caller satisfaction process.
‰ chieve Productivity and quality.

?
 Program Äutlines

V Service Quality Measurement.

V orld class call center management.
V Introduction.
V Internal Metrics.
V Sources of call center data.
V Most Popular Internal Metrics.
V External Metrics.
V Definition of External metrics.
V Moment of truth (MOT).
 Program Äutlines

V Most popular External Metrics.

V
aller Satisfaction (
S).
V Principle Global
S Measures.
V Model of the
S Process.
V
ontent of a
S Program.
V
all
enter Service Level ttributes.
V ey Indicators of
S Program.
V External nalysis for the
S Program.
Team Contest
The Programme
 Service Quality Measurement

Internal External
Metrics Metrics
1-ASA 1-Answer
2-Queue Time 2- Customer
3-Abandon Satisfaction
 orld class call center management

§The art of having the right number of agents in their

seats, at the right times, accurately answering a
correctly forecasted call load at the appropriate
service level and at the lowest possible cost while
delighting the majority of callers.¶¶
 Introduction

Ú One of the many unique aspects about managing a call

center
Is that there is an abundance of easily-available process
measurements from which to select in establishing a
management feedback and control system
Ú More importantly many of these measurements are
provided at no extra cost from the standard technologies
 Call Center Metrics

You get hat You Measure

Ú Internal Metrics Ú External Metrics

Internal Metrics

Measuring the
Heartbeat of the
Call Center
 Sources
of
Call Center Data
 Automatic Call Directory

Ú
all frequency.

Ú
aller tolerance ( acceptance ) for waiting in the

queue.

Ú Telephone activity by agent.

 Integrated Voice Response Unit

Ú ho is calling the call center.

Ú hat are they calling about.
Ú hat did they access to get what they wanted.
 Voice Network Services

Ú ho is
alling the call center.

Ú hat are they calling about.
Ú Did they get through to the call center.
 Data Network Services

Ú hat telecommunications equipment is in use.

Ú hat telecommunications Equipment is out of
service.
Ú hat software databases are being accessed.
 Line Monitoring Devices

Ú hat was discussed?

Ú ow well it discussed?
Ú hen was it discussed?
 Data Terminal Monitoring Devices

Ú hat software was accessed?

Ú hen was it accessed?
Ú ow was it accessed?
 Adherence Monitoring Devices

Ú hich agents are logged on?

Ú re they working on telephone calls?
Ú re they working as planned?
 Computer Assisted Telephone Surveys

Ú as the caller satisfied with the call experience?

Ú ould the caller recommend the call center to
others?
Ú Did the call center build loyalty?
Most Popular Internal
Metrics
 Adherence

Ú Definition of Metrics
Measurement of agents in their seats as
scheduled. dherence is calculated as a percentage
equal to (actual time a TSR is logged into the
system ready to answer the telephone) divided by
the total time the TSR is scheduled to be ready to
answer the telephone) times 100
 Adherence

Ú Data Capture and Reporting

The data for the percent adherence is taken from the

D and should be reported on daily and tracked
both weekly and monthly
Ú Suggested Goal for Metric

est Practices dictate that individual agent adherence
should be 92% or better
 After Call ork Time (rap-up Time)

Ú Definition of Metrics
This is the time after a call is completed that the TSR
needs to complete administrative work related to
the call
 After Call ork Time (rap-up Time)

Ú Data Capture and Reporting

rap-up times by call center overall Very helpful
and they are available from the
D. This metric
should be tabulated by group and individual daily,
weekly, and monthly. ppropriate comparisons to
past trends should be made graphically .
Ú Suggested Goal for Metric
The average for wrap-up time is 60 seconds .
e suggest a goal from 30 to 60 seconds.
 Average Abandonment Time

Ú Definition of Metric

This is the average in seconds a caller waited

before abandoning a call. Unless there is a specific
industry need tracking
 Average Abandonment Time

Ú Data Capture and Reporting

This is gathered by
D and should be reported
daily and weekly
Ú Suggested Goal for Metric
cross industries the average for this metric is 60
seconds. e suggest a target range of 20 to 60
seconds
Abandon rate
Abandon rate
Reduce Abandons out of queue
Abandon rate data
 Average Handle Time (AHT)

Ú Definition of Metric
6 T) The sum of talk time and after call work
time
Ú Data Capture and Reporting
T is provided by the
D. It should be run
daily and investigated weekly and monthly. There
should be an T report formatted by call center.
 Average Handle Time (AHT)

Ú Suggested Goal for Metric

The T goal would depend on call center type. e
suggest targeting the average between 3 and 10
minutes (+) or (±) 15%.
It¶s probably best if you can develop a range based on
call types and shifts.
y
reating a range that is
acceptable you avoid the single number target issue
Average Handle Time (AHT)
Handle Time Data
Reducing handle time using the stoplight
method
`
  

  




K

 
Green Kormal call volume







·
 
 


  
 
Long queue / peak
Yellow periods



  
 



 
 


Red
all overload /

Emergency
K

 

Reduce talk time and after call work time
 Average Hold Time

Ú Definition of Metric
Is the average number of seconds that a TSR places
customers on hold.
Ú Data Capture and Reporting
The
D can report the hold time by TSR and give
an average number of seconds. This metric should
be reported daily, weekly, and monthly.
 Average Hold Time

Ú Suggested Goal for Metric

cross industries hold time average
60 seconds. e suggest targeting hold time
between 20 and 60 seconds.
 Average Number of rings

Ú Definition of Metric

This is the average number of rings the customer

hears before the call is answered by the system
whether by a TSR or IVR.
 Average Number of rings

Ú Data Capture and Reporting

This data is gathered by the
D. Reporting should
be daily
Ú Suggested Goal for Metric
cross industries, the average number of rings is 2
or 3, e suggest targeting the numbers of rings
between 2 to 4
 Average Queue Time

Ú Definition of Metric
The average number of seconds the caller spends
waiting for TSR to answer telephone after being
placed in the queue by the
D
 Average Queue Time

Ú Data Capture and Reporting

The
D can give data by application or call type
for all calls for the center. It can be posted daily,
weekly, and monthly for all call center employees
to see.
Ú Suggested Goal for Metric
cross industries the queue times average 150
seconds. e suggest targeting queue times to
between 30 seconds and 90 seconds.
 Average Speed of Answers

Ú Definition of Metric

The equal to the total time in queue divided by the to

the total number of calls answered.
 Average Speed of Answers

Ú Data Capture and Reporting

vailable directly from the
D and should be
reported in half hour increments (increase ) and
plotted (plan ) for trend detection.
Ú Suggested Goal for Metric
This metric called S and it¶s targeted to be less
than 20 seconds.
 Average Speed of Answers

Time measurement A

Time measurement B

Time measurement |

Time measurement

Time measurement

|ustomer dials phone # |
ans ers

Automated rompts and

ing time ueue
message caller options
itch
receives
call
Speed of Answer ( Seconds)
 Average Talk Time

Ú Definition of Metric
Total number of seconds the caller was connected
to the TSR
Ú Data Capture and Reporting
Talk time is gathered and reported by the
D and
should be assessed weekly and monthly .its
helpful for management as a tool.
 Average Talk Time

Ú Suggested Goal for Metric

cross industries, talk time average 330 seconds.

For technical support calls, this can be 6-10
minutes. e suggest targeting talk time between
270 and 360 seconds.
 Monitoring Scores

Ú Definition of Metric

Ú The result of qualitative grading of TSR calls by

quality assurance specialists.
 Monitoring Scores

Ú Data Capture and Reporting

Monitoring scores do not have one common
measurement system, It is recommended that
agents be monitored four to five times per month.
Ú Suggested Goal for Metric
Ú general goal is not applicable for this metric.
Employee perception of monitoring
 Service Level

Ú Definition of Metric
The formula for service level is = (calls answered
on less than X seconds) / offered calls times 100.
 Service Level

Ú Data Capture and Reporting

The data to calculate service levels is readily
available from the
D. Service levels should be
monitored on a continuous basis since this is
leading indicator of problems.
Ú Suggested Goal for Metric
The goal through industries is 80% of the
calls answered in 20 seconds.
 Service Level

1 20 40 60 120
second seconds seconds seconds seconds

15% 10%
50%of calls 25%of calls
of calls of calls
Service Level Data
 External Metrics

Measuring the Heartbeat

of the Caller
 Definition of External metrics

Ú This are usually characterized as soft´ numbers as

they are the collected attitudes, opinions, and
emotions of customers or other interested parties.
The data may be collected by surveys.
 Moment of truth (MÄT)

Ú n MOT is any and every event where a customer

experience and access the performance of your
product or service
Ú MOT makes the customer stands at the cross roads
and decides to re-use or recommend your call
center to others or vows to never use call center
service again.
 à
 

à 

 Caller Satisfaction (CS)

Ú
aller Satisfaction measurement program can

generate reliable external metrics
Ú
S can also ensure that quality improvement are
properly focused on issues that are most important
to the caller
Ú The direct objective of
S measurement program
is to generate valid and consistent caller feedback
 Principle Global CS Measures

1. Rejection: Very likely to take business

elsewhere.
2. Acceptance: Service is adequate, but given
another alternative customer will probably leave.
3. Preference: The loyal customers you must
strive to retain.
 A Model of the CS Process

Ú There are four factors that determine

satisfaction:
1. Service Expectations .
2. Service ttributes ( quality ).
3. Past Experiences.
4. Demographic Variables ( customer type, age,
gender, income, etc..)
 Content of a CS Program

1. ccessibility to the call center.

2. Interaction with the TSR.
3. The answer or solution provided by the TSR.
 Call Center Service Level Attributes

 Caller Perceivable attributes Accessibility:

- Kumber of rings
- Queue time
- old Time
- Kumber of transfers
 Call Center Service Level Attributes

2- Caller Perceivable Attributes of the interaction

with the TSR:
- andled the call quickly
- Showed concern for the caller¶s
situation
- Understood the caller¶s question
- Spoke clearly
 Call Center Service Level Attributes

3- Caller perceivable attributes of the answer

given by the TSR:
-
ompleteness of the answer
- ccuracy of the answer
- Fairness of the answer
 wey Indicators of CS Program

e will focus on three drivers

1. Äverall Satisfaction with the quality of call
center service experienced.
2. Re-purchase intention as a result of the
experience with the call center.
3. illingness to recommend the product/service
to others.
 External Analysis for the CS Program

Ú There should be a proven
S survey for
S

program.
Ú The Survey System is strongly recommended for
caller data collection.
Ú It¶s critical to the efficient and effective running of
a call center
S program.
The End