StatTicker and Call Center Statistics

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Presentation – Contents

Contact Center Statistics1

StatTicker & Statistics2

Conclusion3

Questions & Discussions4


Contact Center Statistics

• If you believe call centers are statistics driven, then you are right on the money.

o Matt Harless - President of PhoneWare, located in San Diego, CA.


Why Statistics is important?

• CRM (Customer Relationship Management) packages allow management to gain a complete grasp on performance in the call center.

• Today's stats, blended with people, can form a winning combination in the call center.

• Statistics platforms benchmark past, present, and future opportunities.


Call Center & Statistics

• Call center agents, who represent that critical link between organization and customer, believe they are being measured by statistics.

• Call center management realizes that statistics demonstrate clear patterns of who is doing well and what is working (and not working) in the call center.

• Agents feel the job is purely a statistical win or loss.

• Statistics offers performance clarity to management.


Sample StatisticsThere can be many such statistics…

Total Calls Answered Not Ready Time


Benefits for Agent & Management

AgentsA tool to evaluate themselves against the companies requirement.A score board to keep in track with the daily target and such stuffs…

StatisticsA Score board

Views on Statistics

ManagementA tool to monitor all desired statistics.A indicator to detect any urgent issues occurring in the place.A score board that helps to plan their strategies.


BacklogsScenarios when statistics doesn’t help

CatCategories: Agents/Management not knowing exactly which categories to be measured.

FreqFrequency: Not knowing the frequency of analysis with the acquired statistics.

MonMonitoring: Very less importance given to monitor the current statistics happening in the call center.


Steps to increase statistics benefit

1

Awareness:

Make your agents aware of their numbers and the center’s goal.

2

Monitoring:

Regularly Monitor the statistics numbers against their daily goal.

3

Presenting:

Management should present the overall stats on agents performance periodically.


Three keys for call center success

Statistics

Measurements

Training

Success Guaranteed


StatTicker & Statistics

• Why StatTicker?

• There were difficulties in monitoring the statistics frequently.

• Problem in configuring the interested statistics globally.

• No handy method to view statistical data time to time.

• Limitations in nailing the crucial statistics numbers instantly.

The way statistics cached…


Rewards for StatTicker

StatTicker

Compatible

Versatile

Quick

Cool


Steps to start StatTicker

Admin & User Only Admin Admin & User

Login Configure Stats

Steps depends on admin and user.


A View of StatTicker on Desktop

The StatTicker seen while running on the desktop. There are three rows of information seen as default. But you can modify it to show any number of rows between 1 – 20.


StatTicker in Action

• StatTicker displaying statistics for the objects of type Queue. Alert values are highlighted!!


Functions of StatTicker

fns

Color ChangeRows Change

Pause

Navigation

Play

Alerts

Very User Friendly functions to monitor statistics


Control on Agents

Supervisor

Agent N

Agent 2

Agent 1


Conclusion

1 2 3 4

Helps the call centermngmt. coach agents to become better at their jobs.

Whenagents know their numbers, understand their goals and realizeexpectations.

Short and long-term objectives become easy to manage and measure.

Results and culture improves

Results of using statistics based approach in call center.


Question Time!

Questions Answer Knowledge

Shoot your questions…

Courtesyhttp://www.connectionsmagazine.com/articles/8/021.html


Success Guaranteed

Business

StatTicker and Call Center Statistics