© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Contact Center Quality Metrics 101
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Insight from our July 12, 2016 #ICMIchat
© 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?
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
The Purpose of Quality Monitoring
© 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?
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Quality Metrics
© 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?
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Challenges of Measuring & Affecting Quality
© 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?
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Scoring & Coaching Customer Interactions
© 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?
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Measuring Quality Across Contact Types
© 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?
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
The Role of Analytics in Quality Monitoring
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Join us Next Time!
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Check out our forum for full recaps and future questions:
http://ubm.io/1RzMpI4
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