Experience This: Key Performance Indicators - Calabrio
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Experience This: Key Performance Indicators

 

Like most organizations, Calabrio measures many things to examine our performance…  things like sales revenue, CSAT scores, employee retention, and M&M consumption. Yes, I just said M&M’s consumption. Employees here at Calabrio consumed 346 pounds of M&M’s last year. But why do we measure that? Is it just for fun? Or is there a goal associated with it?

Many organizations like to say they are data-driven because they capture metrics. But just capturing a number alone doesn’t really tell you if that result is good or bad. Is increased M&M consumption good? Our employees are on a sugar high and it will lead to increased productivity? Or is it bad because that means our employees are starting to get unhealthy? And what about trends overall, year-to-year? Is consumption up 20% and actually we need to look at our cost projections?

These kinds of important questions are best answered by key performance indicators. They’re often referred to as KPIs. KPIs drive people toward common and agreed-upon goals. That’s why Calabrio includes true KPIs in our product so you can do more than just track metrics.  

Let’s say for your business, Average Handle Time is really important. But Average Handle Time can be a pretty contentious goal among stakeholders. You need an easy way that allows you to customize, measure and track that goal so you can ensure everyone’s driving toward the same results. And by everyone, I mean…  

Your customer success VP. She is concerned that short average handle times likely mean customers are being rushed to solutions. Representatives should be listening more and developing rapport with customers. 

But your finance and telephony directors… well they both have concerns that long average handle times will likely increase staffing costs. These directors want short call times so the representatives can answer more contacts.

And your call center supervisor might not even care about the organization’s overall average handle time. Instead, he’s focused on his team’s individual numbers like Tram’s low AHT- she tends to take too many shortcuts- her number should be higher. And Zac’s AHT seems to trend high. More training on systems might lower that KPI.   

That’s exactly why you need more than just a metric. Calabrio ONE rules centrally manage KPIs for the entire organization so you’re not just looking at metrics but instead seeing how you’re performing against your goals. 

The various stakeholders for this organization have agreed that their common enterprise-wide KPI for Average handle time is 5.5 minutes or 330 seconds. We can easily see how they are doing with this organizational-level KPI on their Calabrio One homepage. Visualizations like arrows and colors help indicate how performance is trending in accordance with enterprise-wide goals.  Like here, where we can see AHT  is currently at 92.11, and it looks like it’s trending up over the last 30 days. Good news.  

And for that customer success VP, or the finance team, or the call center supervisor, or anyone who needs to see how their unique team goals are measuring up, an additional custom team KPI goal can be configured. This will help those teams monitor their team goals while they are simultaneously driving toward the organization’s overall goals. 

Average Handle Time, Adherence, Sentiment, Net Promoter Score and more can all be configured in Calabrio ONE KPI rule configurations. Because of the power of this tool, someone with administrative permissions needs to configure your KPIs in Calabrio ONE for you, so if that’s not you, connect with IT or leadership to find out who can help you set that up.  

And then get ready to go beyond just metrics! By driving effort and results with Calabrio ONE’s Key Performance Indicators, your going to see your numbers and your goals in a whole new light.

Tanya Juarez-Sweeney
As an Innovation Designer at Calabrio, Tanya Juarez-Sweeney utilizes video and other digital media to share industry best practices and thought leadership. With over 20 years of experience in a variety of creative roles, Tanya challenges herself, coworkers, and customers to continually innovate and grow to new levels of success. Tanya holds a Bachelor’s degree in Business from the University of Minnesota and a Master’s degree in Technical Communication from Metropolitan State University. In her free time, Tanya volunteers as a tour guide at the Minneapolis Institute of Arts and hosts TV shows for kids at Children’s Minnesota.
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