In the last of our series of blogs on ‘Making life easy for your customers’ we look at performance management.

Managing the performance of your contact centre should involve:

  • checking that it’s easy for your customers to do business with you each day;
  • analysing the answers;
  • acting to make improvements.

To achieve this, your performance management software needs to put you firmly in control.

You need management tools which provide a consolidated view of your contact centre operation across all of your channels – inbound calls, outbound predictive dialler campaigns, emails, text messages and chat.

You must be able to easily access real-time and historical KPIs and performance metrics, wherever you are and on any device. You need to be able to not only monitor performance but adapt and optimise operations in response to changing circumstances and demand.

You should be able to see and improve how queues, IVR, campaigns, scripts and your people are performing through using contact centre reports and then balancing and blending resources.

Do your research

Build real-time customer feedback into your performance management system. Monitor what your customers are saying on social media, for example, and reply rapidly to complaints – ideally by phone – to stop them escalating.

Carry out surveys as part of your performance management – both at the end of a call/contact and by using outbound calls or email. Also, try out your operation as if you were a customer; it will really help you find any weaknesses in the process.

It’s crucial to get your advisors and back office teams involved in measuring performance and make all KPI targets visible to them. Use call recording to record each interaction, be it voice, email, chat or social – and save examples of best practice so that you can both reward individuals and use them for training.


  • Personal Wallboards should make real-time performance visible to all contact centre staff.
  • Detailed operational information should be made available to team leaders, supervisors and contact centre managers.
  • Business outcome data needs to be distributed to the wider management community.
  • Scheduled reports should automatically deliver essential information to your audience.
  • Historical reports must be provided for analysis, forecasting demand and forward planning.

Compare your performance with others, especially the competition – outsourcing this can be cost-effective.

Doing these things will help you improve performance and ensure a consistent service to make it easy for your customers, regardless of how they contacted you.