Intuition IS a Metric
Financial and operations metrics are what most businesses use in day-to-day management. This is, in part, because they’re the easiest to obtain. But they only measure part of your business’s performance.
They key to long-term success is the effective delivery of goods and services to customers in a manner that engenders repeated purchases and recommendations. And your call center plays a key role in that process. Some operations metrics, such as abandonment rates and average time to answer, relate to building customer relationships.
Other factors affecting this, however, are not as easy to measure. Surveys are good tools, but don’t underestimate the value of your intuition. Listen to calls occasionally, talk to your phone representatives and factor that into your decision process. This “soft” metric may be the most valuable of all. — AB