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Tom Miller Director, Corporate Response Centers FileNet Corporation. Support Center Practices. Using Customer Satisfaction and Performance Metrics for Staff/Management Evaluation and Compensation. Key Performance Metrics. Call Metrics Hold times / % within target maximum time

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Tom miller director corporate response centers filenet corporation

Tom MillerDirector, Corporate Response CentersFileNet Corporation


Support Center Practices

Using Customer SatisfactionandPerformance Metricsfor Staff/ManagementEvaluationand Compensation


Key Performance Metrics

  • Call Metrics

    • Hold times / % within target maximum time

    • Call back times / % within target maximum time

  • Case Metrics

    • Closed initial contact

    • % closed within target times (by priority)

    • Case status targets

  • Knowledge Management

    • Quantity

    • Quality

    • Type / Usefulness


Performance Metric Samples

  • Call Metrics

    • 95% of the incoming calls answered in less than 2 minutes

    • 80% of the call backs completed within 2 hours

  • Case Metrics

    • 40% of all cases closed on initial contact

    • 50% of Priority 1 cases closed on initial contact

  • Knowledge Management

    • Each SE will create at least 2 knowledgebase articles per month

    • At least 75% of the knowledgebase articles will be customer-facing


Customer Satisfaction

  • Overall Satisfaction

  • Response

  • Resolution

    • Speed of resolution

    • Quality of resolution

  • Timely Status


Customer Satisfaction Examples

  • Overall Satisfaction

    • Overall customer satisfaction gap score < 1.2

    • Site visit customer satisfaction gap score < 1.2

  • Response

    • > 80% of customers give a “top box” score for case responsiveness

  • Resolution

    • Customer satisfaction with resolution gap score < 1.6

  • Timely Status

    • > 75% of customers give a “top box” score for case status


Evaluation

  • Annual Performance Reviews

  • Group Performance Reviews

  • Management Objectives


Evaluation Examples

  • Annual Performance Reviews

    • By 6/30/03 create at least 12 resolutions with at least 9 approved for customer distribution

    • Have an average customer satisfaction rating of at least 7.0 for overall case satisfaction

  • Group Performance Reviews

    • Complete 80% of callbacks within 2 hours

    • Reduce number of executive escalations by x%

  • Management Objectives (MBOs)

    • Complete at least 4 TOIs for first level support staff

    • Complete 25% of key SCP improvement suggestions


Compensation

  • Merit Increases

  • Bonuses

  • Awards


Compensation Examples

  • Merit Increases

    • Factors in % increases

    • Objective measures for subjective decisions

  • Bonuses

    • Quarterly, Semi-annually, or Annually

    • % of salary or flat amount

  • Awards

    • Levels based on type of achievement

    • Best when combined with recognition


Aligning with Corporate Goals

  • Increasing revenue

    • Increasing support revenue

    • Expanding support offerings

  • Lowering costs

    • Slowing hiring with increasing workload

    • Reducing cost per case

  • Special projects

    • Complete a project under budget or early

    • Create a customer value differentiator


Corporate Goal Examples

  • Increasing revenue

    • Increase gross margin from x% to y%

    • Add Technical Account Management program to generate at least $x revenue

  • Lowering costs

    • Increase support staffing at a rate of 80% of call & case increases

    • Reducing cost per case by 10%

  • Special projects

    • Complete knowledge management project by x date

    • Complete SCP certification to help differentiate us from our competitors



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