Analytics Helps Contact Centers Measure Performance

Sabio's Consultancy Practice has launched an innovative performance analytics framework - Sabio Insight - developed specifically to help customer service organisations measure the performance of their operations in six key areas.

Sabio Insight has been designed as a self-assessment tool, and features an integrated series of benchmarking exercises to enable contact centre management to assess performance across their entire operation.

This ranges from initial customer data acquisition through to the ongoing assessment of operational efficiency.

Sabio Insight uses a series of innovative spider diagram techniques to provide organisations with immediate visual awareness of their current contact centre performance.

This helps to establish the clear links between different operational functions, offering a structured framework for continuous performance improvement. Operators are then able to focus on the people, process and technology areas that will most benefit from attention during the next 12 months.

"Traditional contact centre benchmarking initiatives and reports focus on highlighting emerging industry trends or trying to quantify the scale of our industry. Instead with Sabio Insight we've focused on creating an approach that provides contact centre management with a more meaningful assessment of their different customer contact activities," commented Kenneth Hitchen, Sabio's Director of Consultancy Services. "That's why we've looked in depth at how organisations gather their contact data, the work they're doing to challenge demand, and areas where automation can be applied. In addition - how accessible they are making their contact operations, how they are managing their resources, and how efficiently their operations are running.

"Over the last ten years Sabio has been privileged to work closely with many of the UK's leading customer service organisations, and it's these in-depth engagements that have helped us to develop Sabio Insight. We have used this experience to build a clearer picture of just what best practice really looks like for today's contact centre operators," he continued.

"What we're increasingly finding is it's those organisations that work to improve their operations across multiple Insight sectors that have the most effective customer service - and that there is real value to be unlocked by concentrating on the links between the different processes. For example, it's great to optimise your resources and staffing to meet your expected demand levels, but if you're not challenging demand then this could be the wrong area to focus on. Sabio Insight is all about highlighting these kind of issues."

The six main sectors addressed by Sabio Insight

Contact Data Acquisition ­ ensuring organisations collect the best contact data, through techniques such as contact and self-service histories, customer feedback, agent classification, as well as analysis and reporting

Challenge Demand ­ using speech analytics and agent call tagging metadata to identify why customers are calling, and highlighting those interactions that are driven by broken processes or incorrect routing

Applying Automation ­ focusing in on automation that can address specific call demands, automating processes to free up valuable agent time

Measuring Accessibility ­ combining a range of criteria including contact profiles, consistency of response, available channels, ID&V and security that is matched to separate channel needs, as well as minority access requirements and appropriate self service capabilities

Resource Optimisation ­ linking contact demand to available resources, and deploying the latest resource planning and workforce optimisation techniques ­ such as catchment area dynamics, multi-skilling and virtualisation - to achieve the best return on resource management

Operational Efficiency ­ embracing ongoing analysis of routing optimisation, desktop optimisation, knowledge bases, customer identification processes, first contact resolution performance and other performance indicators to ensure continuous improvement of contact centre operations. Info: www.sabio.co.uk.

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