Question: What does your department measure and why is it important?


Answers from frontline reps —

Customer experience. In our department, two of the most important things monitored and measured are member experience and time management.

Member experience refers to how the member was treated and assisted during the interaction with our Member Service Representative (MSR). Did the MSR actively listen to the member, treat them as a valued individual, and go above and beyond to anticipate future needs the member might have?

Time management is important as well. The department in which I work has almost 700 MSRs. It is quite the task to forecast and publish schedules for so many employees. When MSRs don’t adhere to the schedules, not only are they affecting how quickly our members can be served, but they are also skewing the data for future forecasts. This can translate to overstaffing (which can be costly and unnecessary) and less vacation time available to MSRs.

— Stacy Ernst, Navy Federal Credit Union

Attendance. Monitoring and measurement allows management to see, from a bird’s eye view, where the potential trouble or bright spots are. It allows them to dig deeper into an issue to see what the cause of the difference is. Based on that knowledge, they can then improve the business to create a ripple effect of improvement for the employees and the customers they serve.

Attendance, productivity and time management, as well as customer satisfaction and error tracking are all essential.

Attendance is most important because if you don’t show up, no other numbers exist. Attendance is not just being in your seat or cubicle, it is also about being present with your customers and being productive with your time.

— Megann Wither, DocsDoggyDaycare.com

Abandoned calls. The City of Berkeley 311 Customer Service Center is a centralized call center for city services. We measure and report on many metrics. The most important metric is abandoned calls and time to abandon. We want to understand how many callers hang up while waiting for services and how long they wait before abandoning.

We report call metrics the next day in our morning huddle and discuss if we need to make changes to call handling based on metrics and number of staff for the day. Discussing the metric allows us to share ideas for how we can make changes to improve the customer experience.

— Kathy Cassidy, City of Berkeley

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