Metrics for 211 Centers and Systems Policy Dialogue with Maribel Marin Executive Director, 211 LA County – CAIRS President 29 th I&R Annual Training and Education Conference May 7, 2007. Policy Objectives. Identify a specific set of metrics that all 211 centers can measure and track.
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Policy Dialogue with Maribel Marin
Executive Director, 211 LA County – CAIRS President
29th I&R Annual Training and Education Conference
May 7, 2007
Source: Wayne Parker, Strategic Planning 101 – Why Measure Performance? Workstar Library 2003
Call center trade journals* consistently identify the following Key Performance Indicators (KPIs) as leading performance metrics or benchmarks:
*ICMI Call Center Magazine, Contac Professional, Benchmark Portal, Customer Operations Performance Center Inc. (COPC Inc.) incoming.com,
Benchmark Portal (2005) Govt & NonProfit industry benchmark report: Best-in-class call center performance”
Benchmark Portal (2003) Govt & NonProfit Industry Benchmark Report
Quanity of Service Angeles
Number of Calls Handled/Answered
Referrals Provided to Callers
Quality of Service
Speed of Answer/Service Level
Abandonment Rate/Dropped Calls
Follow up Rate
Caller SatisfactionCommon 211 Metrics
Attempts to generate national reports on performance and service outcomes to support funding requests have been challenged by the lack of common definitions for basic measurements.
Many 211 systems are attempting to bridge the differences through data standardization processes – just a few referenced here:
Source: Aiming to Improve, Audit Commission, Reinventing Government, Osborne and Gaebler