Contact centre performance management (CCPM) is a process and set of strategies used to monitor, measure, and enhance the performance of a contact centre in delivering customer service and meeting business goals. 

CCPM involves a combination of tracking key performance indicators (KPIs), setting targets, evaluating agent performance, providing feedback and coaching, and implementing improvements. 

Key components of contact centre performance management

KPI Tracking: Identifying and tracking KPIs that reflect the contact centre’s performance, such as average handle time (AHT), first call resolution (FCR), customer satisfaction (cSAT) and service level adherence (SLA).

Agent Performance Evaluation: Assessing agent performance through call monitoring, quality assurance, and customer feedback to identify areas for improvement.

Setting Targets: Establishing performance targets and goals for agents, teams, and the contact centre as a whole to align with business objectives.

Coaching and Training: Providing ongoing coaching and training to agents to help them develop the skills and knowledge required to excel in their roles.

Data Analysis: Analysing data and reports to gain insights into customer interactions, agent performance, and areas that need improvement.

Feedback and Recognition: Offering feedback to agents on their performance, recognising their achievements, and praising great work.

Process Improvement: Identifying inefficiencies or bottlenecks in contact centre processes and making improvements to enhance efficiency and customer satisfaction.

Technology Utilisation: Leveraging contact centre technologies, such as workforce management software and quality monitoring tools, to streamline operations and improve performance.

Customer Experience Enhancement: Focusing on improving the overall customer experience by providing quality service, resolving issues promptly, and ensuring a positive interaction.