Measuring call center key performance indicators to optimize cost, quality

In this podcast, listeners will find out which call center key performance indicators (KPIs) have the biggest impact on the bottom line and the customer experience. Get tips from a call center me

What key performance indicators (KPIs) have the biggest impact on call center quality and call center cost? How can call centers use this information to reduce costs without sacrificing quality or affecting the customer experience?

Looking for answers to questions like these, SearchCRM.com turned to Eric Zbikowski, a co-founder and Managing Partner at MetricNet, LLC – a provider of performance metrics, benchmarks, performance reports, and scorecards for corporations worldwide. We caught up with him at the International Contact Centre Management (ICCM) conference in Toronto recently, to get his tips and best practices for measuring call center KPIs.

In this 11-minute podcast, listeners will learn:

  • 01:32 What metrics or KPIs have the biggest impact on the bottom line for call centers?

  • 02:22 Can you provide some tips for tracking cost per contact and customer satisfaction in particular and some ways to potentially reduce costs with that information?

  • 04:22 Are there any surefire ways to cut call center costs without sacrificing quality?
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  • 06:02 What metrics or KPIs have the biggest impact on quality? Is it the obvious ones?
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  • 07:49 Are there some low-cost technology options that have the potential to reduce cost per call?
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  • 08:29 How many metrics or KPIs are too many? How many metrics should call centers be tracking?
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      Related resources on call center KPIs  
    • Hear another podcast with Eric Zbikowski on call center benchmarking.
    • Find out which call center metrics or KPIs are most appropriate for your call center.
    • Visit SearchCRM.com's Call Center Metrics School to find out about the top 10 metrics every center should be tracking.
    • Ask a call center metrics question of Lori Bocklund.
    • Eric Zbikowski, call center benchmarking expert
       

      Eric Zbikowski is a co-founder and Managing Partner at MetricNet, LLC the premier provider of performance metrics, benchmarks, performance reports, and scorecards for corporations worldwide. There, he oversees all of worldwide sales, marketing and operations, and assists in the direction of MetricNet's global enterprise. Mr. Zbikowski is a knowledgeable leader with nearly 15 years experience in operational management, customer service and performance benchmarking. Previously, he was The Director of Operations, Worldwide Sales and Services at MicroStrategy -- a leading enterprise software company. There, he ran worldwide sales operations and assisted in the execution of an overall sales strategy. Prior to that, he was Director of Sales and Marketing at The Corporate Executive Board -- a global research firm focusing on corporate strategy for senior executives. Previously, he was a Vice President of Consulting at META Group -- a leading information technology research and advisory services firm, where he helped create and launch META Group's Call Center Benchmark for Energy Utilities and fulfilled numerous help desk, call center and customer satisfaction engagements for Fortune 2000 companies. Prior to joining META Group, Mr. Zbikowski worked at The Bentley Group, A TSC Company, where he managed and directed the Information Services Division, focusing primarily on customer satisfaction, competitive analysis and performance benchmarking. Mr. Zbikowski also spent 3 1/2 years at Gartner Group, where he was well-published in performance benchmarking. There, he served as a regular speaker at conference seminars and co-created/launched a quality-management, customer-satisfaction benchmarking service used by CIO's of Fortune 500 companies. Mr. Zbikowski is also extensively involved in the community and is Co-Founder and Vice Chairman of The Board and Chairman of The Development Committee at The Computer Corner, a nonprofit community technology center in Washington DC. The Computer Corner continues to be rated "one of the finest small charities Greater Washington has to offer" by The Catalogue for Philanthropy. Mr. Zbikowski graduated cum laude in Economics from The Wharton School at the University of Pennsylvania, with a dual concentration in entrepreneurial management and marketing.

This was first published in October 2008

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