Why is this measure important?
- This measure helps track the efficiency and cost of customer intake and triage.
Factors contributing to current performance
- Cost per customer contact is related to number of Customer Service Reps (CSR) on the floor and available to receive calls at any given time. For FY18, there were a number of staff out due to FMLA and several vacancies. Less staff equal a better cost per call, but not necessarily a better/more efficient call or better customer service.
Factors restricting performance improvement
- A fully staffed Call Center (full complement of CSRs) will actually bring the cost per customer contact up as it translates to maximum salaries factored into the equation. Also, recent wage equity studies resulted in higher salaries for some CSRs. Another factor always at play is total number of service requests (SRs) taken, as balancing length of call with quality of service provided impacts this number.
Performance improvement plan
- Look at efficiencies within operations; increase monitoring and CSR coaching to maximize job performance. Make adjustments to our matrix to maximize performance and quality of service provided.