Contact Center Quality Metrics 101

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The document discusses quality metrics and monitoring in contact centers. It addresses questions about the purpose of quality programs, common quality metrics used, challenges in measuring quality, how many agent contacts are scored and coached per month, whether quality is measured consistently across contact types, and the potential role of analytics in quality monitoring. The document suggests that quality programs typically aim for performance management and compliance. Common metrics include first call resolution, customer satisfaction, and adherence to policies/procedures. Challenges include agent buy-in, resource constraints, and differences across contact types.

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© 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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