{"id":5708,"date":"2021-04-20T12:40:42","date_gmt":"2021-04-20T12:40:42","guid":{"rendered":"http:\/\/billcorrigan.com\/updates\/?p=5708"},"modified":"2021-04-20T12:41:45","modified_gmt":"2021-04-20T12:41:45","slug":"performance-conversations-by-design-kpis-for-csrs","status":"publish","type":"post","link":"https:\/\/billcorrigan.com\/updates\/?p=5708","title":{"rendered":"Performance Conversations By Design – KPIs for CSRs"},"content":{"rendered":"

“To measure is to know.\u00a0 <\/span>If you cannot measure it, you cannot improve it.\u201d\u00a0<\/span><\/p>\n

– Lord Kelvin<\/p>\n

\u201cYou cannot manage what you don\u2019t measure.\u201d<\/p>\n

– Peter Drucker<\/p>\n

The pages that follow are to act as a guideline for CSR managers to begin thinking about their organizations from a data driven perspective.\u00a0 <\/span>There are several key performance indicators (KPIs) for customer service representatives that you, as a CSR or someone who manages CSRs, should be familiar with.\u00a0 <\/span>As a professional, you should be expected to be asked for your KPIs by your leadership team as a part of their management of the organization. \u00a0<\/span><\/p>\n

You need to have answers.\u00a0<\/span><\/p>\n

Don\u2019t panic.\u00a0 <\/span>This isn’t rocket surgery.<\/p>\n

In this paper, I have broken KPIs for CSRs into five main categories: Agent Demographics<\/i>, Performance Metrics<\/i>, Product Intelligence Metrics<\/i>, Professionalism Metrics<\/i>, and Heroic Measures<\/i>.<\/p>\n

Each section talks a little about the data you need to capture and where you get the data from.\u00a0 <\/span>Ideally, you will work for an organization where you will have this data feed into a dashboard that updates in real-time as changes occur.\u00a0 <\/span>The data will sit in a relational database where you can cut reports at will.\u00a0 <\/span>If not, you will need to do some heavy lifting and get really good at using Microsoft Excel.\u00a0 <\/span>For those you in the latter situation, I have presented the data in Excel.<\/p>\n

Remember, this is the collection stage.\u00a0 <\/span>It\u2019s only when this occurs can you start running models to find correlations and causality and start fine-tuning.<\/p>\n

Create and customize the tables you find among these pages.\u00a0 <\/span>Ask more questions.\u00a0 <\/span>Ask different questions.\u00a0 <\/span>Ask outlandish<\/i> questions.\u00a0 <\/span>Use this as a starting point to and update to your situation and adjust its wording based upon how you work and who you work with and for. \u00a0<\/span><\/p>\n

Expand upon it.\u00a0 <\/span>Shrink it. \u00a0<\/span><\/p>\n

Share it.\u00a0 <\/span>Share with me your success stories and flops.\u00a0 \u00a0<\/span><\/p>\n

I want to learn more about you.<\/p>\n

(BTW, all photos belong to their copyright owners.)<\/p>\n

\u00a0<\/span><\/p>\n

Thank you,<\/p>\n

Bill Corrigan<\/p>\n

bill@billcorrigan.com<\/a><\/p>\n

bill@alphadawn.com<\/a><\/p>\n

 <\/p>\n

CLICK HERE FOR A PDF VERSION OF THE KPIS FOR CSRS PAPER<\/a><\/p>\n

 <\/p>\n

 <\/p>\n","protected":false},"excerpt":{"rendered":"

“To measure is to know.\u00a0 If you cannot measure it, you cannot improve it.\u201d\u00a0 – Lord Kelvin \u201cYou cannot manage what you don\u2019t measure.\u201d – Peter Drucker The pages that follow are to act as a guideline for CSR managers to begin thinking about their organizations from a data driven perspective.\u00a0 There are several key […]<\/p>\n","protected":false},"author":1,"featured_media":5710,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[566,571,564],"tags":[1080,1078,1077,1079],"class_list":["post-5708","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-business-analysis-performance-coaching","category-operations","category-performance-coaching","tag-billy-beane","tag-csrs","tag-kpis","tag-moneyball"],"_links":{"self":[{"href":"https:\/\/billcorrigan.com\/updates\/index.php?rest_route=\/wp\/v2\/posts\/5708","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/billcorrigan.com\/updates\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/billcorrigan.com\/updates\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/billcorrigan.com\/updates\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/billcorrigan.com\/updates\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=5708"}],"version-history":[{"count":2,"href":"https:\/\/billcorrigan.com\/updates\/index.php?rest_route=\/wp\/v2\/posts\/5708\/revisions"}],"predecessor-version":[{"id":5712,"href":"https:\/\/billcorrigan.com\/updates\/index.php?rest_route=\/wp\/v2\/posts\/5708\/revisions\/5712"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/billcorrigan.com\/updates\/index.php?rest_route=\/wp\/v2\/media\/5710"}],"wp:attachment":[{"href":"https:\/\/billcorrigan.com\/updates\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=5708"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/billcorrigan.com\/updates\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=5708"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/billcorrigan.com\/updates\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=5708"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}