Developing a productivity index for an inbound contact center |
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EXPERT RESPONSE FROM: Lori Bocklund
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QUESTION POSED ON: 23 September 2004
What key metrics should be used to develop a productivity index for an inbound contact center in the insurance industry?
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EXPERT RESPONSE
The appropriate productivity metrics for any company should be based on its business strategy and drivers, and the functional responsibilities. So for example, if you're an insurance sales center, and are a company looking for significant growth, productivity metrics might focus on successful sales closure or upsell. If you're a service center handling claims, and your focus is on customer relationships to differentiate and build loyalty, your productivity measures would be different than a service center for a low-cost insurance provider. Metrics should be developed with a careful eye toward alignment with business goals, driving appropriate behavior, and ensuring a balance across efficiency, quality, financial, and other goals.
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