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OpsTalent Tips: ACD stats have got to go!

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OpsTalent Tips: ACD stats have got to go!

Overly relaying on ACD statistics has been the bane of contact centres  for far too long – Average Handle Time, Service Level etc. are all easy to measure but mainly focus on time factors and not the quality of service provided.

Often, targets set for each ACD metric urge the contact centre agent to rush through the customer query, this only generates repeat calls and decreases customer satisfaction.

The contact centre is changing, embracing the customer centric approach aka doing what’s right for the customer – ditch the ACD stats.