Contact Center Balanced Scorecard

Description

Today’s contact center technologies make it easy to capture enormous amounts of performance data. But what does it all mean? If customer satisfaction improves but costs also go up, is that good or bad? Is my Contact Center performing better this month than it was last month?

Despite all the data that Contact Center managers have at their fingertips, most cannot answer a very basic question:

How is my Contact Center performing?

MetricNet has devised the Contact Center Balanced Scorecard to answer this very question!

The Contact Center Balanced Scorecard takes the most important metrics – including Cost per Contact, Customer Satisfaction, and First Contact Resolution Rate – and combines them into a single, overall measure of performance. When tracked over time, the Balanced Scorecard tells you whether your contact center is improving…staying flat…or getting worse!

Selecting ‘Yes’ from the drop down menu will add a one-hour screen-sharing training session with a MetricNet subject matter expert. During this one hour training session, we will walk you through populating the Balanced Scorecard and provide expert guidance on how you can leverage the tool month over month to ensure continual service improvement!

Watch the demo below! The full demo is also available here.

Your Data Inputs

Average Monthly Contact Volume

Agent Headcount

Average Contact Handle Time (Minutes)

Average Annual Agent Salary

Customer Satisfaction

Net First Contact Resolution Rate

Agent Job Satisfaction

Average Speed of Answer (Seconds)