How do you compare with others on the same journey? 

Contact centres have traditionally used metrics relating to cost efficiency such as average call length, average speed to answer and % of calls answered.  These figures are useful and still widely used however many contact centres track other metrics to measure efficiency such as first contact resolution and customer effort.

What should we be measuring to support the role of the contact centre?  What key metrics matter the most?  Can we create a new set of industry-wide measures that are meaningful and understood?

Group discussion and debate on 18 May 2011 will kick-off the CCA Global Standard© benchmarking programme.  To book your place contact the Team.