Do traditional stats and KPIs really help put the customer first?

Contact centres are driven by a wealth of statistics. But how many of them actually help make your business better for the customer?

Wallboards are a traditional feature of the call centre. But do you need them? Do your advisors really need that kind of pressure – and does it improve the customer’s experience? After all, if your business is ‘customer first’, why does it matter how long your advisors’ calls are and how long the queue is?

On the other hand, does handling time indicate that your advisors might need support or extra training?

Statistics are there to improve, help and support, but shouldn’t drive your operation. Make sure your KPIs aren’t punitive or pointless and that they are working as a tool to achieve your strategic goals.