Key Metrics to Include In the SOW

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Written by Jonty Pearce

Key Metrics to Include In the Statement of Work When Hiring A 3rd Party Call Centre

Hello Everyone,

My company is looking to inboard a 3rd Party Call Centre to handle peak periods.

I have already worked with a few 3rd Party Call Centres and include the following metrics:

Occupancy rate of 85% or more
SLA target
Time to ramp up or ramp down agents if actual volumes do not meet foretasted volumes.

What are other KEY one that should be included in the SOW in order to hold the 3rd party accountable and ensure that we are not being over billed for idle agents.

Question asked by sahara10

Measure Outcomes Not Occupancy

You need to more outcomes measures.

It you are worried about efficiency measure total talk time, not occupancy.

Lower occupancy rates may be better if you can improve quality scores.

I would include some metrics about minimum quality scores or minimum customer satisfaction rates or something around First Contact Resolution / Repeat Contact Rates.

If you only measure efficiency the customer will suffer.

With thanks to Jonty

Author
Jonty Pearce

Jonty Pearce walked into his first call centre in 1989 and has been hooked ever since. He founded Call Centre Helper in 1989.

He is an Engineering Graduate with a background in marketing and publishing. In 2020 he won the AOP Digital Publishing Award for The Best Use of Data.

He writes and speaks on a wide variety of subjects - particularly around forecasting and scheduling. His in depth knowledge of forecasting algorithms has earned him the nickname "Mr Erlang."

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