Latest News  

TELUS International Europe: E-book: How to select the right Key Performance Indicators (KPIs) in the contact center

Modern technology has given us the ability to quantify almost every action, including those taking place in the contact center. By monitoring and measuring business activities, companies have a greater ability to control costs, manage their workforce and ensure an exceptional customer experience in every interaction

2017-05-29 21:44:03





Grégoire Vigroux
Vice-President Marketing of TELUS International Europe


But cutting through the noise to identify what data is actually important can be challenging. Certain Key Performance Indicators (KPIs) are focused on assessing the efficiency and effectiveness of the agent (e.g. Average Handle Time, First Call Resolution), while others measure overall customer perception (e.g. Net Promoter Score, Customer Satisfaction). And some serve to measure the health of the internal corporate culture, or of the organization itself, such as employee engagement scores and attrition rates.

KPIs can also overlap and impact each other. At TELUS International, a BPO with a measured engagement level of 81 percent, we've found that the more a company's stated values align with its culture, the higher it drives measured team member engagement and the lower it pushes attrition. When this equation exists, sustained top-line growth follows. It's what we call the "Culture Value Chain," and we've seen it proven again and again.

For example, the fierce competition faced by one of our clients in the wireless communications industry demanded that they lower costs while increasing their Likelihood to Recommend (L2R) score. In response, we implemented mechanisms for agents to provide direct customer experience feedback to the client's retail store operations. Then, we eliminated the Average Handle Time (AHT) metric so agents felt empowered to do whatever it took to meet customer needs and directly contribute to the L2R score. The client's engagement level increased by 12 percent, and lower attrition drove down costs while increasing customer retention.

As the above example illustrates, monitoring and measuring the right KPIs can have a significant impact on the business, including your top line. But there is no one-size-fits-all approach to running a world-class customer support operation; the "right" KPIs vary from organization to organization. Still, the following recommendations and expert analysis offer tips, tricks and best practices to help you choose – then improve – the most critical KPIs in the contact center, all in an effort to drive an even greater customer experience.

Keep up-to-date with the latest thinking about BPO, ITO and Contact Center solutions. Each month, TELUS International, a global provider of contact center outsourcing and BPO solutions, shares insights on the latest customer service trends.

Related articles: www.telusinternational-europe.com /
www.telusinternational.com


0 COMMENTS ^ Go back to Top
WRITE A COMMENT ^ Go back to Top
 
Your email address will not be published.
Nickname
Email
Comment
Validation Code
   
 
 
NEWS
Cushman & Wakefield Echinox: StreamWIDE joins the new IT hub created in the Timpuri Noi Square project

StreamWIDE, a company specialized in the software and telecommunications industry, realocates its office in Bucharest in the Timpuri Noi Square project, joining the new IT hub created in the business park devel

 Read Full article »
CBRE: Office deliveries expected to bring new stock of 635.00 sqm, Bucharest to reach 3.9 mln sqm modern office spaces

During 2020–2021 to approx. 635,000 sqm of modern office space are expected to be delivered on market, increasing the Bucharest modern stock at approx. 3.9 million sq m, a step closer to a new a threshold and

 Read Full article »
Uber opens at Bucharest the largest support center to drivers and business partners in CEE

Uber company launched this week in Bucharest the largest center in Central and Eastern Europe that offers assistance to drivers and business partners in Romania, a center where they can contact directly Uber re

 Read Full article »
Samsung and Orange Romania activated the 5G VR Live streaming at Untold Music Festival in Romania

Samsung Electronics and Orange Romania have successfully deployed a 5G New Radio (NR) network to demonstrate a series of 5G use cases at Untold Festival 2019, the largest annual dance music festival in Romania,

 Read Full article »
MVP Lab in Sibiu named as one of Europe's best in the "Ones to Watch" list at European Business Awards

Ropardo MVP Lab has been named as ‘One to Watch' in Europe in a list of business excellence published by the European Business Awards, one of world's largest and longest running business competitions.

 Read Full article »
Endava marks one year since IPO

Endava, one of the most important software companies, present on the local market with 7 delivery centers, reaches an almost double capitalization, 2.07 billion USD, on July 26, 2019, one year after listing. Th

 Read Full article »
Infosys opens cyber defence centre in Bucharest

Infosys, a global leader in next-generation digital services and consulting, announced the launch of its Cyber Defence Centre in Bucharest, Romania. The Defence Centre is an expansion of services delivered thro

 Read Full article »
QuEST Global completes integration of IT Six Global Services

QuEST Global, a global product engineering and lifecycle services company, has successfully completed the integration of IT Six Global Services SRL. QuEST Global acquired IT Six, a software engineering services

 Read Full article »
RE MAX Romania opens three more offices

RE/MAX Romania has expanded its network, adding three new offices – RE/MAX Partners in Cluj, RE/MAX Quality in Sibiu and RE/MAX Prestige in Targu Mures.

 Read Full article »
Microsoft and OpenAI form exclusive computing partnership to build new Azure AI supercomputing technologies

Microsoft Corp. and OpenAI have partnered to further extend Microsoft Azure's capabilities in large-scale AI systems, according to a release of Microsoft.

 Read Full article »
 
 
 
MOST READ ARTICLES
» Companies spent an estimate of 115 Eur...
» CBRE: Bucharest will witness a fivefol...
» Sales Admin Consultants with Romanian ...
» PwC: The competitive advantages of Rom...
» Deloitte launched mobile app featuring...
» Jacek Levernes: Promoting Romania and ...
» CBRE: CEE real estate investments up 2...
» Romania, Europe's third and world's 13...
» Romanian CFOs: GDP to grow 3.5% in 201...
» Class A and B offices employees up to ...
 
EDITOR CHOICE
Workplace of the Future conference to take place on November 20th at Bucharest

The Diplomat-Bucharest together with Outsourcing Today organize the 3rd Edition of WORKPLACE OF THE FUTURE, on 20th of November 2019, in Bucharest, at Capital Plaza Hotel.

 Read Full article »
Strategic Talent Acquisition at People Empowering Business Forum on October 30 in Bucharest

Latest trends like demographic upheaval, globalization, digital technology, and changing social values and worker expectations, are disrupting business models and radically changing the workplace. These are req

 Read Full article »
Informal IT School and UiPath launch an educational program for RPA development to start in October

Informal IT School announced a partnership with UiPath to launch an RPA development educational program of five months, 100 hours of courses, five days a week. The program will run in Cluj-Napoca.

 Read Full article »
Impact Hub Bucharest joins 3house to manage three coworking spaces in the city

Impact Hub Bucharest, a coworking spaces manager and developer of accelerator programs and events merged with 3house, a new concept of workplace launched in 2018. By this, Impact Hub reaches 3 locations and 6.7

 Read Full article »
JLL: Total office space in Bucharest to reach 3 million sqm

The second quarter of 2019 reconfirmed the increased interest for the office market in Romania. Over 115,000 square meters of office space were leased over this period at the national level, a value similar wit

 Read Full article »
Latest News  
 
about us | newsletter | contact | members area | GDPR policy
Copyright © 2015 by Diplomat Media Events Design by Diplomat Media Events