Doing more with less: Performance metrics in the contact center


Doing more with less has become an omnipresent mantra: the federal government is figuring out how to achieve its core mission while paring back expenditures. State agencies are struggling to maintain services levels in the midst of long-term budget gaps. Many organizations, still taking a wait-and-see approach with the economy, are keeping their powder dry for the time being.

Despite this focus on cutting costs, organizations have the potential to boost operational performance significantly simply by examining data already collected.

In the contact center, for example, the average company collects huge amounts of information in the form of customer recordings, surveys, and agent scores, among other sources. It’s just waiting to be turned into business intelligence and actionable strategy. There’s just one problem.

In many cases, collecting the information is the end of the process, not the beginning. Once the box is checked, all that potential knowledge lies dormant. One of the main culprits is the silos that exist in organizations.

Imagine a different scenario: one in which the contact center is able to aggregate information from these disparate sources and turn it into actionable strategy.

Performance metrics used in quality management programs can help the contact center drive business process improvements in a number of ways:

  • Provide a customer-centric quality context to operational KPIs
  • Obtain a more holistic view of agent performance
  • Focus training and coaching programs on the total customer experience
  • Drive more informed alignment between agent and customer

The result is a more complete definition of performance that takes into account operational metrics, agent behavior, and customer perception. And the cumulative impact is better customer engagement and loyalty, which can translate directly into more profit.

By adopting a more holistic approach, the contact center can accomplish significantly more with what it currently has.

To get more information about how your organization can shift its focus and optimize the contact center workforce, be sure to join us at the Quality Assurance and Training Connection conference, October 12–14. Aspect will be presenting a session, “Beyond dashboards: Orienting quality management around performance management.” We hope to see you there.