| How much do you weigh? | | | | service quality in a call center environment. At present, |
| Are you happy with that number? | | | | there is too much reliance on too few statistics that |
| That particular figure may or may not have much | | | | mean little, by themselves. |
| bearing on your physical figure, on your shape or your | | | | For instance, what is commonly referred to as the |
| overall fitness level. | | | | "service level" pertains to how quickly called are |
| For instance, I weigh over 200 pounds. | | | | answered. If 80% of calls get through within say, 20 |
| Is that good or bad? | | | | seconds or 40 or whatever the standard is that has |
| It depends on other things. | | | | been established, then operations folks pat themselves |
| Okay, let's add one more statistic, my height. I'm 6-2, so | | | | on the back. |
| that weight is distributed over a fairly large frame. | | | | But this stat says nothing about the quality of the |
| But whether I am an "overweight" 200-pounder | | | | communicator that answers the calls. |
| depends on yet more variables. Chief among them is | | | | Likewise, average call length is another significant |
| my muscle-to-fat ratio. If my overall body fat is less | | | | metric. Do calls last, on average five minutes instead of |
| than 15%, I'm a much "fitter" individual than if my body | | | | ten? |
| fat level is say, 30%. | | | | Shorter calls are desirable, but not if the price to be |
| Why stop there? If my leanness is due to the ingestion | | | | paid is delivery of truncated or rudely transmitted |
| of steroids, than I'm a time-bomb, ready to implode. | | | | information. |
| Does my muscle come from less aerobic activity, such | | | | We're after shorter, yet better calls. |
| as power-lifting, or from karate? | | | | Make sure that you measure all of the pertinent |
| If I, or anyone else for that matter, such as my health | | | | variables that constitute overall call quality. Refer to my |
| insurance carrier, look only at my weight as a chief | | | | TEAMeasures scales, (Telephone Effectiveness |
| indicator of health, or as a predictor of disease, it would | | | | Assessment Measures) to see how 24-25 variables |
| be foolish. | | | | can come into play. |
| I know this is a long way to go to say the same thing | | | | Then, you can make an intelligent determination of your |
| applies to customer service, especially to measuring | | | | call center's "fitness" level! |