Call Center Agents’ Performance Metrics
Peer coaching – offering support and guidance to
1. Business acumen - understanding the relationship
between their jobs and its impact to business and
customers
2. Call management- controlling a call through effective
communication techniques
3. Change management- adapting to and handling
changing situations and environments
4. Conflict resolution - using effective interpersonal
skills to resolve conflict situations
5. Cross selling - selling upgraded or additional products
to existing customers
6. Decision making - gathering relative information, and
analyzing situations then applying appropriate
interventions to resolve an issue or come to a decision
7. Interpersonal communication - ability to listen
actively, question appropriately, provide feedback, and
use the skills outlined to build customer relationships.
8. Managing diversity - knowledge and ability to
interact with a variety of people in the workplace.
9. Managing stress – ability to maintain a calm
demeanor and mental state when situations and
emotions escalate to higher levels
10. Multitasking - managing multiple priorities or
assignments simultaneously (e.g., receiving customer
information over the phone while inputting/ searching
for data on a computer)
11. Negotiating effectively –ability to direct situations
toward a win-win outcome
12. Organizing information and data - ability to
assemble and maintain information in a logical file
system that can be accessed by themselves and others
13. Problem solving – identifying root causes of
problems through questioning and applying appropriate
interventions to address them
14. Good team player – ability to work effectively with
others and contribute to team task accomplishment
15. Time management- ability to use available time and
resources to address assigned tasks and customer issues
16.
co-workers
17. Technical literacy- ability to apply basic knowledge
of computer usage, applications, e-mail and Internet,
and the ability to learn organization-specific software
(requirement varies based on level of technical
competence needed by the organization.)
18. Using call center technology- e.g., computer,
facsimile, printer/ copier, database software
Call center managers use metrics which is a set of
measurements to quantify performance and results.
There are two types of call center performance metrics:
productivity metrics and quality metrics.
Productivity metrics in a call center measure how
effective agents are in using their time and how
efficient they are in maintaining the balance of the
various aspects of their jobs.
In measuring productivity, the one in charge of the
quality monitoring program keeps track of the metrics
generated by the automated call distributor (ACD),
various computer software programs, or the phone
system.
a. Average Call Duration (ACD)
• This tracks the length of time a customer is on
the phone. It is usually measured in minutes
and exclusive of any pre-call preparation or
post-call documentation, referred to as “wrap”.
b. Call Quality
• Call quality is typically assessed via the
monitoring and recording of agent interactions
with customers, with quality assurance
specialists or supervisors rating the contact
using a comprehensive evaluation form that
features key criteria that the center feels
contributes to a quality interaction from the
customer's perspective.
CALL QUALITY
1. Standard criteria- are those elements that
should be included or “standard” in every call,
by every representative (e.g., include opening
the call with the appropriate greeting and
asking customers if there are any other issues
with which they need assistance).
 2. Objective criteria- include elements such as
building rapport with customers and using
proactive, and service-oriented language.
c. Customer Service Satisfaction Score (CSAT)
• The customer satisfaction score, or CSAT,
intends to measure a customer's satisfaction
with the received service. CSAT is often
determined by a single question in follow-up
surveys along the lines of “How would you rate
your overall satisfaction with the service you
received?”
• Any customer who provides a score of 3 or less
triggers a call-back from a manager or quality
assurance (QA) team member.
d. Escalation Rate
• Whether an escalation is requested by a
customer or initiated by a representative, the
reasons for the escalation are often that:
• the customer realizes that the
representative does not have the
authority or knowledge required to
resolve the problem, or
• the customer has become angry, and
speaking to some-one of higher
authority will be a prerequisite to
calming this customer down.
e. First Call/Contact Resolution (FCR)
• This is at the top of the list for many
organizations when it comes to the metrics they
are tracking. Also referred to as first-call
resolution in contact centers, FCR helps
organizations track the efficiency with which
their representatives are able to resolve
customer issues.
f. Resolution Time (Time – to – Resolution or TTR)
• Resolution time (or TTR for time-to-resolution)
helps organizations track the average amount of
time spent in resolving customer issues.
1. Quality Metrics
• Quality metrics in a call center refer to how well
agents accomplish their tasks, especially their
primary function of customer contact.
These quality metrics fall into two categories:
• Standards describe the minimum acceptable
level of performance for all agents. These vary
from call center to call center, but include
behaviors such as giving the appropriate
greeting, verifying the customer name and
address, and giving accurate information.
• Objectives are qualitative. They describe
something that will be accomplished to
different degrees depending on the agent’s skill
level and on the unique properties of the call,
email, or chat session.
• Typical objectives include building rapport with
the customer, handling challenges effectively,
and using empathy as appropriate. When
measuring objectives, the representative
assesses how well they were met.
Call centers monitor both quantitative and qualitative
aspects of calls answered by employees.
• Quantitative refers to calls per hour, average
call time, time between calls, etc.
• Qualitative, on the other hand refers to
content, style, adherence to policies etc.
BUSINESS PROCESS OUTSOURCING
BPO is the process of hiring another company to handle
business activities for you.
Business process outsourcing (BPO) is a subset of
outsourcing that involves the
contracting of the operations and responsibilities of
specific business functions
(or processes) such as payroll, customer service,
accounting, data recording and
much more to a third-party service provider.
SUBSETS OF OUTSOURCING
Business Processing Outsourcing,as described
in wikipedia is a subset of Outsourcing that involves
the contracting of the operations and responsibilities of
a specific business process to a third-party service
provider who also bears the risks for the process.
Knowledge process outsourcing (KPO) is a form of
outsourcing, in which knowledge-related and
information-related work is carried out by workers in a ONSHORE
different company or by a subsidiary of
BPO that is contracted with the company's own
the same organization, which may be in the
country.
same country or in an offshore location to save cost.
NEARSHORE
KPO BPO BPO that is contracted to a company's neighboring
country.
Insurance market
Data processing BPO SERVICES
services
1. Customer Support Services
Legal services Basic data entry
››› Customers calling to check on their order status.
Biotechnology Back account setup ››› Customers calling to check for information on
products and services.
Department
Animation ››› Customers calling to verify their account status.
outsourcing
››› Customers calling to check their reservation status
Design Tech support etc.

2. Technical Support Services

Intellectual property
E-mail support
research
WHY OUTSOURCE?
 Reduced labor cost
 Higher level of service for the same or even
lower cost service
 Allows you to focus on your core business
 Gives you access to world-class expertise and
those not available internally
 Provides enhanced efficiency and productivity
 Predictability of costs
BPO CATEGORIES
Simply put, front office staff are the people who
directly generate revenue for the company. The front
office largely consists of client-facing roles.
The back office is comprised of the areas that don’t
directly generate revenue for the business, but provide
vital support and administration.
TYPES OF OUTSOURCING (LOCATION)
OFFSHORE
BPO that is contracted outside a company's own
country.
››› Customers calling to resolve a problem with their
home PC.
››› Customers calling to understand how to dial up to
their ISP.
››› Customers calling with a problem with their software
or hardware.
››› Customers calling to resolve other problems with
their products.
3. Telemarketing Services
››› Outbound calling to sell wireless services for a
telecom provider.
››› Outbound calling to retail households to sell leisure
holidays.
››› Outbound calling to existing customers to sell a new
rate card for a mobile service provider.
››› Outbound calling to sell credit or debit cards etc.
4. Employee IT Help-desk Services
››› System problem resolutions related to desktop
››› Notebooks, OS, connectivity etc.
››› Office productivity tools support including browsers
and mail.
››› New service requests.
››› IT operational issues.
››› Product usage queries etc.
5. Insurance Processing
››› New Business / Promotion:
Inbound/outbound sales, Initial Setup, Case
Management, Underwriting,
Risk assessment, Policy issuance etc.
››› Policy Maintenance / Management:
Record Changes like Name, Beneficiary, Nominee,
Address; Collateral verification,
A call center, a subset of BPO, is a centralized office
that facilitates large amounts of inbound and
outbound telephone calls. As defined by Keith Dawson
(Dawson, 1988), a call center is a “ physical location
where calls are placed or received in high volume for
the purpose of sales, marketing, customer service,
telemarketing, technical support, and other specialized
business activity.”
Customers – potential buyers
Agents or representatives
Clients refer to companies you will represent

Surrender Audits Accounts Receivable,

Accounting, Claim Overpayment,

Customer care service via voice/email etc.

6. Data Entry Services / Data Processing Services

››› Data entry from Paper/Books with highest

accuracy and quick.

››› Data entry from Image file in any format .

››› Business Transaction Data entry like sales / purchase

/ payroll.

››› Data entry of E-Books / Electronic Books.

››› Receipt and Bill Data Entry etc.

7. Book Keeping and Accounting Services

››› General Ledger

››› Accounts Receivables and Accounts Payable

››› Financial Statements

››› Bank Reconciliation

››› Assets / Equipment Ledgers etc.

8. Internet / Online / Web Research

››› Internet Search.

››› Product Research & Market Research.

››› Survey, Analysis.

››› Web and Mailing list research etc.