Date Published: March 18, 2015 - Last Updated 5 Years, 36 Days, 10 Hours, 31 Minutes ago
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.