Contact centres are usually data rich; metrics are meticulously maintained and scrutinised against the activities undertaken such as time to answer, length of call, call volumes, number of calls made per day per agent, backlogs and abandon rates. The list is long. Sadly, these metrics are simple, obvious and wrong.
- These measures focus on capacity planning and assume, in error, that all of the work undertaken is of the same value. It is not. Traditional call centre metrics do not account for the difference between the work that you want, the “value work”, and work that you don’t want, for which we use a deliberately brutal term, “failure work”.
- No account is taken of the variation that exists in the system.
At Statius, we want to help contact centres understand their organisation as a network of interconnected parts that delivers value to a client. Coupled with an associated performance measurement system, this then allows us to:
- measure and remove the failure work, which is the single greatest lever for increasing capacity and productivity;
- focus on issues supporting the purpose of the system, for instance understanding, and then reducing, the end to end transaction time;
- see all metrics over time in a way that allows us to understand the levels of variation within the system and to begin to predict future performance levels.
In adopting this systems thinking approach:
- you will have a clear and concise understanding of how your organisation adds and delivers value to clients, customers or stakeholders and of your key interactions necessary to do so;
- you will have directly aligned your people’s efforts to how the organisation adds value;
- your organisation will have more tolerance/compassion and less stress and your people will make better decisions as measurement systems are used to predict future performance;
- your people will be able to demonstrate that a change has resulted in a real improvement.
In short, Statius is interested in helping you to develop better strategies, better systems and engaged people delivering better results.