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8/3/2019 Inova KPI Presentation Oct 2006
http://slidepdf.com/reader/full/inova-kpi-presentation-oct-2006 1/31
Developing Performance Metrics that Matter
Presented by:
Mari Mitchell
Strategic Account Executive Inova Solutions
8/3/2019 Inova KPI Presentation Oct 2006
http://slidepdf.com/reader/full/inova-kpi-presentation-oct-2006 2/31
Today We Will Be Covering…
□ Introduction to Metrics and KPIs□ What are they and why are they important
□ Implementing a Successful Metrics Program
□ Identify
□ Define
□ Report
□ Wrap-Up and Questions
8/3/2019 Inova KPI Presentation Oct 2006
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Introduction to Metrics – Why Do We Need Them?
□ You can’t effectively manage what you don’t measure □ Without metrics:
□ Decisions are basedsolely on feeling, instinct
□ Performance is subjective
□ No standards forimprovement
8/3/2019 Inova KPI Presentation Oct 2006
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The Impact of Metrics
□ Metrics provide benchmarks for improvement□ Set expectations for performance
□ Focus efforts on the right tasks
8/3/2019 Inova KPI Presentation Oct 2006
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The Impact of Metrics
□ Metrics provide objective analysis of performanceagainst goals and expectations
□ Quantitative view ofeffectiveness that
demonstrates value ofcontact center
□ Important in justifyingresources and budget
8/3/2019 Inova KPI Presentation Oct 2006
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Metrics and Key Performance Indicators (KPIs)
□ Metrics = measurements
□ While terms often used interchangeably, there is animportant distinction between metrics and KPIs
□ KPIs are critical, actionable measures
□ Tightly linked to strategies and goals
□ KPIs are metrics, but not all metrics are KPIs
8/3/2019 Inova KPI Presentation Oct 2006
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Avoiding Information Overload
□ Common trap is to attempt to measure
and monitor everything
□ Leads to information overload anddiminishes value of KPIs
You should only have a handful of KPIs
□ Focus on KEY performance indicators
8/3/2019 Inova KPI Presentation Oct 2006
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Implementing a Successful Program
1. Identify Establish strategy, goals,
business drivers and key metrics
2. Define Build out detailbehind KPIs.
3. Report Put KPIs in front of thepeople who need them.
8/3/2019 Inova KPI Presentation Oct 2006
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Taking a ―Top Down‖ Approach
□ Work from corporate strategy tocontact center goals to businessdrivers to appropriate KPIs.
8/3/2019 Inova KPI Presentation Oct 2006
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Why Not Start With Existing Metrics?
□ Individual managers often have differentviews on which metrics are important
□ Without tying metrics to goals the selection is entirelysubjective
□ Existing metrics may not support desired goals
□ Best KPIs may not be in current metrics portfolio
8/3/2019 Inova KPI Presentation Oct 2006
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What Are You Trying to Achieve?
□ First step in developing effective KPIs isknowing what you are working towards
□ Establish clear understanding of corporate strategy
□ Helps to have executive sponsor
8/3/2019 Inova KPI Presentation Oct 2006
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How Does Contact Center Fit With Strategy?
□ Identify contact center goals that contributeto corporate strategy
□ If they do not already exist, goals must be defined
8/3/2019 Inova KPI Presentation Oct 2006
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How Will You Achieve Goals?
□ Once goals are understood map out keybusiness drivers
□ What are important execution steps to meet goals?
8/3/2019 Inova KPI Presentation Oct 2006
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Selecting KPIs
□ Now your are ready to identify the KPIs thatrelate to business drivers and best measure
success in meeting goals & objectives
8/3/2019 Inova KPI Presentation Oct 2006
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Take a Balanced View
□ Represent operationaland financial aspects
□ Don’t view KPIs in isolation
□ Can cause erroneous conclusions□ Ex: Increase in handle time can be
viewed as negative, but longer callsmay actually mean:
□ Improved first call resolution
□ Better upselling by agents resulting inhigher revenue
8/3/2019 Inova KPI Presentation Oct 2006
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Top Five Contact Center KPIs
1. Abandonment Rate
2. Service Level
3. Customer satisfaction
4. Average Handle Time
5. Quality
8/3/2019 Inova KPI Presentation Oct 2006
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Defining KPIs — Gaining Agreement
□ Once KPIs are selected, calculations behind themmust be defined and agreed to by all
□ Those involved in definingKPIs may also be measuredby them, and even be
compensated based onperformance against KPIs
□ Process can become political;sometimes beneficial to
seek outside help in this phase
8/3/2019 Inova KPI Presentation Oct 2006
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By the Way, Where’s the Data Coming From?
□ Definition process includes identifying thedata source(s) for each KPI
□ Simple – statistic directly from ACD or other source
□ Complex – calculation based on multiple data points
□ Average Call Value = Total Revenue / [Number of Calls x (Average TalkTime + Average After-Call Work]
8/3/2019 Inova KPI Presentation Oct 2006
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Setting Targets for KPIs
□ KPIs without targets offer little value□ Set targets based on combination of internal
business goals and external benchmarking
□ Benchmarking provides “bar” set by industry
□ Sources for benchmarking data including
□ Benchmark Portal – www.benchmarkportal.com
□ Hackett Benchmarking & Research – www.thehackettgroup.com
8/3/2019 Inova KPI Presentation Oct 2006
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Pitfalls of Benchmarking
□ When using benchmarks, be aware that:□ Acceptable performance varies greatly across
segments
□ Average talk time ranges from 4.29 minutes for Health Care companiesto 9.13 minutes for High Tech (Purdue benchmark research)
□ KPI definitions are inconsistent across companies
□ Study into definitions for various metrics found no cases where the mostpopular definition garnered even 50 percent of total responses
Key is to keep definitions consistent internally
8/3/2019 Inova KPI Presentation Oct 2006
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Put Action Plans in Place
□ Poor performance against KPIs withoutdefined steps for improvement is frustrating
and counter-productive
□ As each KPI is set, map out the specific actions that
can be taken to reach or exceed targets
□ Agent availability is selected as KPI. If value falls outside ofacceptable limits (need to define those too) we will:
□ Examine supporting data to determine source of problem
□ Based on determination will postpone training sessions, repairequipment or telco network, route overflow to alternate centers…
8/3/2019 Inova KPI Presentation Oct 2006
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Monitoring and Reporting KPIs
□ Once KPIs have been established they needto be implemented into daily operations
□ Requires monitoring and reporting strategy thatdefines:
□ Who needs what information?
□ How often is it needed?
□ How will it be compiled?
□ How will it be presented?
8/3/2019 Inova KPI Presentation Oct 2006
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Who Needs What – Making it Relevant
□ Front-line workers (agents & supervisors)make tactical decisions to ensure contactcenter operates correctly and consistently
□ Relevant KPIs include:□ Average handle time
□ Talk time
□ Schedule adherence
□ Quality scores□ Wrap-up time
8/3/2019 Inova KPI Presentation Oct 2006
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How Often – Timeliness of Reporting
□ Real-TimeMetrics updated instantaneously allowing workforce tomonitor and respond to changing conditions. Also allowsearly detection of trends/potential problems
□ Audience: Agents, Supervisors, Managers
□ HistoricalMetrics collected over time (hours, days,weeks, etc.) to identify trends and fluctuationsin performance. Provides data to informdecisions on future strategy
□ Audience: Managers, Directors, Executives
8/3/2019 Inova KPI Presentation Oct 2006
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Compiling Reports
□ Some handle this manually, pulling data fromevery system and hand-compiling reports
□ Middleware automates process of compiling,calculating and delivering metrics
□ Eliminates repetitive, low-value tasks and ensures accuracyand consistency of metrics
8/3/2019 Inova KPI Presentation Oct 2006
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Presentation – Wallboards
Benefits: High visibility, long lifespanand low maintenance.
Primary Audience: Agents,Supervisors, NOC Personnel
8/3/2019 Inova KPI Presentation Oct 2006
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Presentation – Large Format Displays
Benefits: High impact, high visibility, ability to incorporate real-time
metrics with other media (training video, announcements, etc.)Primary Audience: Agents, Supervisors, NOC Personnel
8/3/2019 Inova KPI Presentation Oct 2006
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Presentation – Dashboards
Benefits: At-a-glance, graphical view ofcritical information.
Primary Audience: Management
8/3/2019 Inova KPI Presentation Oct 2006
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Presentation – Video Walls
Benefits: Enables consolidated, real-time monitoring of numerous facilities orcomplex operations.
Primary Audience: NOC Personnel, Outsourcers
8/3/2019 Inova KPI Presentation Oct 2006
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Wrapping Up
□ Achieving and maintaining optimal performance is anongoing process.
□ Strategies and goals change - regularly revisit your KPIs toverify their validity.
□ Adjust KPIs as necessary tokeep efforts aligned with desiredperformance results.
8/3/2019 Inova KPI Presentation Oct 2006
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Developing Performance Metrics that Matter
Presented by:
Mari Mitchell
Strategic Account Executive Inova Solutions
Thank You…
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