Example Performance Measurements for Customer Support Call Center Deployment Project

Implementation of a Customer Support Call Center will result in the following outcomes:

  • Quality management plan to ensure all calls meet minimum quality standard based on numeric scoring model.

  • Baseline for Average Handle Time (AHT) in support of Human Resources management plan as measured by Call Management system.

  • Residential support request First Resolution Rate –the percentage of transactions completed within a single contact – of 75%.

  • Longest delay in queue of less than 10 minutes.

  • Calls taken by a staff 90% of the time between 8:00 a.m. and 6:00 p.m. Monday through Friday; 75% of the time between 6:00 p.m. and 9:00 p.m., evenings, weekends and holidays.

  • Call abandon rate reduced by 10% in 6 months.

  • Increased customer satisfaction as determined by annual Customer Support survey.

  • Supporting IT infrastructure up-time of 99%

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