Call Center Management - Report Time and Quality Together in One Number
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- เผยแพร่เมื่อ 18 ก.ย. 2024
- Here is an easy way to combine two important reporting measures (AHT and Quality) into one simple measure in order to quickly determine who are your best-performing agents.
IMPORTANT NOTE: Thanks to a valued viewer (Corduroy PJ) for pointing out an error on my part. The calculation detailed on the bonus slide section of the video (timestamp 4:48) does not work as it is intended to do. He is correct in saying "If we multiply everyone's performance with 0.8, the ranking would not change since everyone is multiplied with the same factor. If you'd like to give "more weight" to AHT, one way to do that is to "exponentiate" AHT ex: AHT^2/Quality."
Corduroy PJ - Thanks for helping to improve the information we have provided!!
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Great video and videos overall and thank you for that. However, the last formula does not actually work as intended. If we will multiply everyone's performance with 0.8, the ranking would not change since everyone is multiplied with the same factor. If you'd like to give "more weight" to AHT, one way to do that is to "exponentiate" AHT ex: AHT^2/Quality
You are correct sir!! My oversight. I posted your information in the video comment section, so everyone can see. I sincerely appreciate the call out. Learning is great.
@@CareforCustomers This is very minor compared to what I learned from your videos. Please keep them coming!
Very well presented! Thanks for the information :)
In my case, AHT has more "weight" to it makes more sense to "exponentiate" it as mentioned.
However, what if you have also TPH (tickets per hour)? In this case, 3 KPIs.
What I'm doing now is:
AHT = 40%
QA = 30%
TPH = 30%
Total = 100%
With 4 percentage metrics for each KPI: 0, 50, 100, 120 (respectively: way below, somehow below, on target, overachievement). For instance, if there is an OA in AHT, it will be be 48% instead of 40%. So, what I do is to make a sum of everything in order to have the CP.
If an agent is, for example: AHT = 50%, QA = 120%, TPH = 100%
Then: (50*0.40)+(120*0.30)+(100*0.30) = 86
Another example could be: (120*0.40)+(120*0.30)+(50*0.30) = 99
That way, I know the agent is underperforming somewhere and I can look deeper.
However, I don't know if it's the most correct approach.
I appreciate this series, and am listening to it systematically from oldest to newest. I will be working in the field soon, and am trying to familiarize myself with basic concepts. Especially in the area of reporting as that will something I will be responsible for. In this video you introduce a measure for "call quality" and yet, I don't find a clear explanation as to how you precisely measure it. Could you please provide such explanation in this comment area. Thank you so very much.
Excellent CP concept
that is really cool , i work in a quality team in one of the Co. in the middle east , i think this equation doesn't work here because the Best performing agent is usually the agent that has the highest Number of handled calls , as the quality don't take the 1st important factor in the evaluation and the cuz of that is the Educational level of the people ur dealing with if you can understand my point ,, thx for the amazing video
Windows Computer And Internet Services Quality does not always mean quantity. Best performing Agents usually have the highest customer satisfaction, not the most handled calls. I can handle a lot of calls in a day, but if most of those customers call back because I did not answers their questions properly, then I am not doing a very good job. Hope you see my point. Thanks for your comments!!
So exponentiate AHT to give it more weight. What about if you wanna give weight to Qaulity? what’s the formula then to compute combined performance?
How do you measure case work in a help desk on top of answering incoming calls?
The "factor" 0.80 in the Bonus Slide where did it come from? I mean how did u arrive at that value?
It was just a number I selected. The ".80" reduces AHT by 20%. You could use .50 (50% reduction) or .75 (25% reduction). It is your choice.
Very informative video but I just wanted to know how can we calculate the quality of call?
Many companies use a grading system or points for actions or checkmark scoring to calculate the call quality. When listening to a call, the Auditor could use the following examples: 1.) Agent advised the customer of the latest offer - 5 points. 2.) The agent used the correct opening phrase - "Pass." 3.) Agent collected customer's email address - Check. That is how call quality can be assessed and scored. Some companies now rely on customer satisfaction scores as "the" score for call quality. Remember to only measure Agents against actions and or abilities that they have complete control over. Finally, Companies and organizations should adopt an approach that will help them achieve their corporate objectives.
@@CareforCustomers thank you so much for your response ☺
@@CareforCustomers Let's say we wanna give #1 more importance and it's for 5 points. how do we calculate that in terms of CP? can we just apply the same method multiplying it to 2 (exponentially) for example?
About Joey, in the part of the call quality score is 100%. How calculate?
Im up for a manager position in a call center... They want a presentation as far as what i will do to resolve the different challenges found in multiple department. Do you have advice or to in setting up this presentation?
Sorry for the late reply. That is a very big question without an understanding of all the different challenges that might be going on. Try and understand what is a priority for the business and ensure those priorities are well understood and communicated to every team member within the contact centre. You want everyone pulling in the same direction.
does anyone happen to have an excel template that has these kpis? Id love you to send it to me if you do.
KPI's are somewhat specific to each center. It depends on the type of work/business the center does. Email me at Clive@careforcustomers.com and let's discuss what you may need.
An even better approach is to reduce AHT to a ratio (percentage factor), so to use then a weighted average with other quality ratios and be dimensionally correct. An easy way to do that, if don´t want our agents to be "too quick", is just to calculate: 1-ABS((AHT-AHTtarget)/AHTtarget). Corrective values can be used depending on the magnitudo of AHTtarget.
FCR & VOC Need to be factored as well, it's no benefit to have a low AHT or AHT target if the caller isn't satisfied or doesn't trust the response and turns right around to call back. Seen too many call centers push their agents to lower AHT which ended up driving a 2nd call because the agents tools weren't designed to actually hit the metric and perform all of the manual tasks needed, so without fail things would slip by unnoticed.
Yeah, of course. That was only for AHT. Actually factoring other KPIs as well so to have a Synthetic performance indicator is always, in my opinion, the best way to compare agents.
Roberto Voce
Hi!
What is ABS in the formula you've mentioned?
And what is FCR and VOC mentioned in reply?
I'm not clear on the logic of the calculation. Why does a numerator of AHT and a denominator of quality give a combined performance that allows a manager to rank performance levels among a team of employees? I like the simplicity, but feel like I would have difficulty selling the concept. Please provide some further insight on the logic of the calculation
In many call centers, they battle over which metric is more important, AHT or Quality. On the business side we want AHT lower as it means lower costs for more calls handled. Yet Quality is important to satisfy the customer. The Agent often gets caught in the middle. By combining both metrics you can look at an Agents overall performance more objectively.
how do we calculate call quality ???
The simple answer is any way you want. If you want you agents to mention their name during the opening greeting then you can assign a point to that aspect of the call. If they solve the customers problem, then another point, if they offer additional information to assist the customer, another point. Capturing customers e-mail, another point. You get the idea. Of course you have to listen to the calls to calculate the quality.
CareforCustomers Thank you so much for your clarificaton
Do you have anything on other channels beside phone?
Gregory Bistany You can drop me a note at Clive@careforcustomers.com if you have a specific matter you wish to discuss. Thanks.
Just curious on your thoughts about these same metrics but for a web channel or an email channel as opposed to just a phone channel.
.65=35% plz correct it
thnx or the detailed explanation
You are welcome!
How did you calculate the Call quality?
how to calculate the quality ? why Joey get 100%?