Description of the process
The value created by this process is in long-term operation of the contact centre. The process will impact customer and employee satisfaction as well as cost efficiency:
- How well the centre is operating in creating value for both customers and organization.
- Simple operating standards which are required for basic operation.
- Advance standards that contribute to efficiency and effectiveness of the centre.
- Timely decision-making is based on facts and data with regard for long-term objectives of the centre.
The main task within the performance management process starts with collecting vital operational indicators and ends with analysis of data and any required adjustments to ensure smooth operation of the contact centre.
Characteristics of a best practice
A best practice for performance management distinguishes itself by providing timely and clear information about the ongoing operation of the centre.
- Performance management is based on the overall view of the centre:
- Combination of indicators is required to fully understand and manage the operation (the big picture).
- Focusing on single indicator can result in wrong conclusion.
- Performance management is aligned with the contact centre overall strategy and direction:
- Contact centre efficiency and effectiveness are not always achievable at the same time. Management may have to make a choice with regard to the overall direction.
- Operational indicators related to the chosen strategy will have higher emphasis in the overall analysis.
- Training for new leaders and managers provides the skills required to understand the data and follow the standards:
- General understanding of contact centre operational processes and behaviour and their impact on each other.
- General understanding of the data collection and reporting methodology.
- Focus of data collection and analysis is on continuous improvement:
- Finding and dealing with the root causes instead of continuously explaining what went wrong.
Relationships to other processes
Input to performance management process:
- Standards for the process align with the mission described in the Contact Centre Role and Call Centre Strategy.
Output from performance management impacts several processes:
- Performance management provides decision-making information for all of the contact centre process either directly (Business and Technology pillars) or indirectly (Human, Strategy and Structure pillars).
- The immediate impact of performance management can be observed in Force Management and Skill & Knowledge Transfer.
What’s in it for me?
Know where you are headed
Many contact centre managers spend most of their time continuously dealing with issues that had gone wrong (fire fighting). This process allows you to be aware of your surrounding and gives you not only early indications of what is going on, but also what and where to adjust in order to have an efficient and effective operation.