Management & KPI Metrics

1. Call Center Management & Reporting
Presented by:
Nahid Mohammad Ishtiaq

2. Contents of Workshop
 Overview of a Contact Center
 Functions of a Contact Center
 Contact Center Process Flow
 Workforce Management
 Contact Center Operation & KPI Matrices
 Quality Management
 Contact Center Reporting

3. Genex Infosys Limited, Private & Confidential
Drive For Excellence……….

4. Contact Center Service
A contact center is defined as a place where contacts are made and received

5. Contact Center Service

6. Contact Center Service

7. Contact Center Service

8. Functions of Contact Center
 Workforce Management
 Quality Management
 Technology Management
 Reporting and Communications
 Financial Management

9. Contact Center Process Flow
WFM
Operation
MIS
Plan and Monitor
Execution and Managed
Track and Analysis

10. RosterForecast
Review Staff
Plan
Recruit & Hire
Conduct Training
& Nesting
Infrastructure &
Capacity
Validation
Demand Driver Forecast
Capacity Planning
Scheduling
Real-time
Management and
Service Level
Monitoring
Workforce management is the process of getting the “just right” number of staff
in place every hour to maximize service and minimize cost and it's one of the
most important planning and management functions in the call center.
WFM Process Map
Workforce Management

11. Inbound Call Center Operation & KPI Matrices

12. Customer wait time
Customer wait time
KPI Matrices
Average Speed of Answer (ASA)
Inbound Call Center Operation & KPI Matrices

13. KPI Matrices
Average Handling Time (AHT)
Occupancy (Agent/Process)
Inbound Call Center Operation & KPI Matrices

14. Service level is usually defined as the percentage of calls answered within threshold.
Inbound Operation and KPI Matrices
Example:
Abandon rate is the number of calls that hang-up before connecting to an agent.
Calculation: Abandoned / Total Offered
Answer level is the number of contacts that answered.
Calculation: Answered / Total Offered

15.  Service Level
 Answer Level
 Abandon Rate
 AHT (Talk Time + Hold Time + ACW Time)
 ASA (Average speed of answer)
 Service Quality (QA Score, C-Set, D-Set, FCR etc.)
 Shrinkage
 Adherence (Shift Adherence/Login Adherence)
 Attrition
Contact Center KPI Matrices

16. Contact Center Reporting

17. Real Time Report
Contact Center Reporting

18. Historical Report
Contact Center Reporting

19. I remain
Nahid Mohammad Ishtiaq
Any Question
??????
Any Question

20. We hope every individual’s performance increase
continuously in terms of service and quality.
Conclusion

21. Thank You