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Last week in part one of this article series we established how each team within the workforce management practice affects the outcomes and success metrics of the call center. Now we can now look at measuring those. The utilization of an index score based on the various KPI against the level of influence each role has provides us with an approach to measuring the effectiveness of each role.
In this figure, we have assigned different scores based on the matrix concept. By taking the success score of each metric and then weighting them, we are able to provide an outcome based balanced scorecard for the team by role. As illustrated, the Real Time team’s role is essential to the overall success of the call center. As such, there are more KPI that they have a direct effect on and their weighting needs to reflect that difference.
For the Scheduling and Forecasting teams, they affect seven of the possible twelve KPI with major influences on forecast accuracy and scheduling respectively. The Forecast Accuracy and Schedule Accuracy also speak directly to the role that that these teams fulfill and as such must be weighted more heavily.
By utilizing this matrix approach, we are able to provide a meaningful balanced scorecard that delivers an effectiveness score. From that effectiveness score we are able to drill down for a root cause analysis and determine areas of opportunity and success for each team and potentially each team member. A similar approach can be used to provide an indexed success metric for the call center as a whole.
Rob Archambault is a member of NICE’s Value Added Services Business Consulting team with a focus on Advisory Consulting and is a 17-year contact center veteran. Rob.firstname.lastname@example.org | @archnau_comm| Robert Archambault on Google+
Jeffrey Rogerson is a member of NICE’s Value Added Services Business Consulting team with a focus on WFM Consulting and is a 25-year contact center veteran. Jeffrey.email@example.com
Justin Marty is the Director of Retail Workforce Management for TD Ameritrade and a 17-year contact center veteran. firstname.lastname@example.org http://www.linkedin.com/in/justinmarty/en
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