Contact Center Quality Metrics 101
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Transcript of Contact Center Quality Metrics 101
![Page 1: Contact Center Quality Metrics 101](https://reader035.fdocuments.in/reader035/viewer/2022062904/587762381a28ab4e4f8b6f75/html5/thumbnails/1.jpg)
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Contact Center Quality Metrics 101
![Page 2: Contact Center Quality Metrics 101](https://reader035.fdocuments.in/reader035/viewer/2022062904/587762381a28ab4e4f8b6f75/html5/thumbnails/2.jpg)
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Insight from our July 12, 2016 #ICMIchat
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© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Q1:What's the purpose of your quality program? Internal compliance? Performance
management? Something else?
![Page 4: Contact Center Quality Metrics 101](https://reader035.fdocuments.in/reader035/viewer/2022062904/587762381a28ab4e4f8b6f75/html5/thumbnails/4.jpg)
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
The Purpose of Quality Monitoring
![Page 5: Contact Center Quality Metrics 101](https://reader035.fdocuments.in/reader035/viewer/2022062904/587762381a28ab4e4f8b6f75/html5/thumbnails/5.jpg)
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Q2: What metrics does your contact center use to measure the quality of service that’s provided?
![Page 6: Contact Center Quality Metrics 101](https://reader035.fdocuments.in/reader035/viewer/2022062904/587762381a28ab4e4f8b6f75/html5/thumbnails/6.jpg)
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Quality Metrics
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© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Q3: What challenges do you face in measuring and affecting the quality in your contact center?
![Page 8: Contact Center Quality Metrics 101](https://reader035.fdocuments.in/reader035/viewer/2022062904/587762381a28ab4e4f8b6f75/html5/thumbnails/8.jpg)
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Challenges of Measuring & Affecting Quality
![Page 9: Contact Center Quality Metrics 101](https://reader035.fdocuments.in/reader035/viewer/2022062904/587762381a28ab4e4f8b6f75/html5/thumbnails/9.jpg)
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Q4: If you record contacts, how many are scored and coached per agent per month? Does the same
person score and coach?
![Page 10: Contact Center Quality Metrics 101](https://reader035.fdocuments.in/reader035/viewer/2022062904/587762381a28ab4e4f8b6f75/html5/thumbnails/10.jpg)
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Scoring & Coaching Customer Interactions
![Page 11: Contact Center Quality Metrics 101](https://reader035.fdocuments.in/reader035/viewer/2022062904/587762381a28ab4e4f8b6f75/html5/thumbnails/11.jpg)
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Q5: Do you consistently measure quality across different contact types? Is yes, are the forms the
same or different?
![Page 12: Contact Center Quality Metrics 101](https://reader035.fdocuments.in/reader035/viewer/2022062904/587762381a28ab4e4f8b6f75/html5/thumbnails/12.jpg)
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Measuring Quality Across Contact Types
![Page 13: Contact Center Quality Metrics 101](https://reader035.fdocuments.in/reader035/viewer/2022062904/587762381a28ab4e4f8b6f75/html5/thumbnails/13.jpg)
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Q6: Do you currently (or want to in the future) use analytics to
measure the quality of contacts? What are the advantages?
![Page 14: Contact Center Quality Metrics 101](https://reader035.fdocuments.in/reader035/viewer/2022062904/587762381a28ab4e4f8b6f75/html5/thumbnails/14.jpg)
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
The Role of Analytics in Quality Monitoring
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© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Join us Next Time!
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