《Call Center Metrics》.pdfVIP

NAQC Issue Paper NAQC’s Issue Papers aim to provide critical knowledge on important quitline topics and guidance for decision making. ________________________________________________________________________________________________________ Call Center Metrics: Best Practices in Performance Measurement and Management to Maximize Quitline Efficiency and Quality OVERVIEW This paper is designed to outline and define the most critical operational, service performance, and efficiency-related call center metrics for establishing and maintaining quitline quality. The purpose of this paper is to create a shared language for quitline stakeholders (callers, funders, and service providers) to understand common call center industry metrics and methodologies and how they apply to the unique operations and objectives of the quitline environment. While there are many different call center performance measures, this paper addresses both qualitative and quantitative measures deemed most relevant to quitline-specific operations from the initial, incoming-call perspective only. It is understood that for service providers offering proactive, multicall programs and responding to fax or electronic referrals, incoming calls account for a smaller portion of their total call volume. While essential, call center quality measures related to proactive, multicall programs are outside the scope of this paper. This paper includes an overview of call centers, the most common performance metrics, the performance measurement process, and best practices for using metrics to improve quality, service, and efficiency of quitlines. While written to be of use and interest to the entire quitline community, certain sections of the paper are more technical than others and