Blog

From David Burnie’s company blog, a post that identifies how COVID-19 has impacted contact centre benchmarking and offers three key considerations to improve the benchmarking situation.

Now more than ever, contact centre benchmarking is crucial to understanding performance, and assessing and improving the quality of service provided to customers. The COVID-19 pandemic has radically shifted the way contact centres operate, and by extension, benchmarking measurements considered meaningful pre-pandemic are now less important – or carry no importance at all.

Traditional measurements such as average handle time (AHT), service level, and occupancy still have great relevance. However, since the pandemic has forced companies and their employees to work from home and refocus their efforts on digital channels, like web, chat, and IVR, different measurements have become important indicators of contact centre success. Consequently, it important to define measurements that broaden the evaluation of service.

For example, evaluating the percentage of employees working from home and the percentage of customer interactions made by channel provides crucial information to inform the evolving operating model for delivering service. Other measurements that require more focus include expanded customer experience evaluations that go beyond net promoter score (NPS), percentage of call transfers, and chat wait time.

Key points include:

• Leveraging the data to impact positive change
• Learning from peers
• Budget, resources, and time commitment

Read the full article, How COVID-19 Has Impacted Contact Centre Benchmarking, on burniegroup.com.