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Finding the right balance for call center metrics

Philadelphia Insurance Companies finds that tracking fewer, more significant measures is best for customers and for frontline staff.

(Boonton, NJ, May 16, 2013) — There is a tendency in customer service centers and call centers to go crazy with what you can measure, and to end up creating metrics for everything. But many award-winning service centers, like that at Philadelphia Insurance Companies, look for a balance.

“There are a couple of measurements that we look at in the aggregate,” says Seth Hall, vice president of customer service for Philadelphia Insurance Companies. “We want to make sure that people are answering the phones quickly, and we want to make sure that people are on the phone.”

But, Hall tells Customer Service Newsletter, the call center does not measure call time or number of calls. “We don’t want people to feel the pressure of having to get through a call quickly or to hit a certain number of calls per day,” he says.

“If they take only four calls one day, but if they were really good calls, the customer issues were resolved, and everyone got off the phone feeling really good about it — then I am happy with that. I don’t want those reps punished because they didn’t take 70 calls that day.”

Hall adds: “I think we have done a good job of finding that balance of the right metrics so that we can determine if we are doing the right thing for the customer and being efficient. And if you talk to our reps, I think they will tell you that the most important thing for them is servicing that client and making sure that we are getting them what they need.”

Details on Philadelphia Insurance Companies award-winning Voice of the Customer program appear in the May issue of Customer Service Newsletter.


About the Customer Service Group

For more than 20 years, the Customer Service Group has helped customer service, call center and help desk managers increase productivity, improve service quality and boost customer satisfaction, loyalty and retention. The Customer Service Group publishes Customer Service Newsletter and The Customer Communicator.

Website: http://www.CustomerServiceGroup.com


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