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© SabioGroup © SabioGroup Sabio Insight Solutions CCMA Index report October 2019 David Payne
© SabioGroup© SabioGroup
Sabio Insight Solutions
CCMA Index reportOctober 2019
David Payne
© SabioGroup© SabioGroup
Contact Centre application
and platform services
CC TECHNOLOGY
CC COMPLIANCE
NETWORK SERVICES &
INFRASTRUCTURE
Digital engagement
and automation
VIRTUAL ASSITANT
CUSTOMER
ENGAGEMENT
VOICE AUTOMATION
Intelligent analytics
and data services
CC PERFORMANCE
CUSTOMER ANALYTICS
WORKFORCE
OPTIMISATION
YOUR CUSTOMER EXPERIENCE PLATFORM
© SabioGroup
Compare your contact centre performance
• 20 core metrics• Customer, operational and people measures• Compared 6 months of data (1 January – 30th June 2019)• Personalised report with guidance• Portal in place of data gathering
Sign up at www.ccma.org.uk/benchmark
CCMA Benchmark
4
Customer Measures
1. NPS
2. Call quality monitoring volumes
3. Number of customer channels deployed
4. Average length of time customer spends in call routing
5. Average response time for voice
6. Average response time for webchat
7. Average response time for email
Operational Measures
8. Abandon rate
9. Target service level for calls
10. Adherence to workforce management schedule
11. Team manager to advisor ratio
12. Number of concurrent webchat sessions
13. Target shrinkage
People Measures
14. Total advisor absence %
15. Starting salary for advisors
16. Average on target earnings per advisor
17. Average working week for advisors
18. Frequency of employee engagement surveys
19. Number of days holiday entitlement for advisors
20. Training hours per advisor
What are the 20 metrics?
Sign up at www.ccma.org.uk/benchmark
5
86.3%
79.3%
Sabio Index Company X
Example slide – Service level 20 seconds Definition: The percentage of incoming calls answered within 20 seconds.
80/20 is the industry standard target that most organisations still aim to achieve. If your result is significantly different to this, then advisor
engagement, knowledge and first contact resolutions are important metrics to monitor the overall customer experience. Evidence suggests
that customers might be happy to wait if their query is resolved first time.
Percentage of companies that have
80/20 as their core SLA measure
Yes No
HIGHEST
LOWEST
99%
11%
© SabioGroup
Reasons to benchmark
Average cost
per contact
Employee
Satisfaction
Customer
Satisfaction
Calls
per day
Call
duration
Self
service
rate
Agent
salary
Channel
split
Team
leader
ratio
Attrition
Webchat
concurrency
rate
Wrap
timeOutsourcing
costs
Emails
per day
Overtime
rates
Agent
training
Average
cost per
contact
Speed
to
answer
Time in
IVR
FCR
Utilisation
Absence
Call lost
in self
service
Abando
nment
© SabioGroup
The danger of looking at metrics in isolation
Balanced Performance
Service Level %
Speed To Answer
Abandoned Calls
Speed to Answer
Service Level %
Abandoned Calls
40 seconds 80/20 6%
42 seconds 80/20 10%Telecoms
90/120
90/12038 seconds 7%89/120
© SabioGroup
Banking example – Financial challenges
Higher transaction
al cost
Investment in people
Reduced attrition
Reduced absence
Higher E-Sat
Higher C-Sat
© SabioGroup© SabioGroup
CCMA 2019 benchmark headlines
© SabioGroup
CCMA Results – Channels deployed
10092
78
6251
12 8
Voice Email SocialMedia
FAQpages
Webchat Forums/Messageboards
VirtualAssistant
Percentage deployed by channel
3%
3%
4%
8%
26%
26%
31%
SMS
Undecided
Social Media
Virtual Assistant
Webchat
Voice
Customer contact preference by channel
*source Microsoft State of Customer Service 2019 report
© SabioGroup
67%
Shrinkage measuredNPS measured at operational
level.
58%
Adherence measured
48%
Average QM’s per month
4.5
CCMA Results – Headlines
Average starting salary
£19,239
Contract & Benefits
• Most common 37.5hrs
• 25 days holiday
© SabioGroup
CCMA Results – Headlines
0
1
2
3
4
5
6
<50 51-100 101-200 200+
Absence by size of operation (FTE)
Absence – Number of days absent per agent
per 6mth period
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
<50 51-100 101-200 200+
Who performs QM by CC size
QM team Team Managers Other
© SabioGroup
CCMA Results ‘v’ Sabio index
45.5
27
0
5
10
15
20
25
30
35
40
45
50
NPS
59.6
42.1
0
10
20
30
40
50
60
70
Time in Call routing (secs)
11.1
12.2
0
2
4
6
8
10
12
14
16
18
Advisors per Team Leader
2.2
3.0
0
0.5
1
1.5
2
2.5
3
3.5
4
Webchat concurrency
© SabioGroup© SabioGroup
Sabio Index and industry trends
© SabioGroup
60%
70%
80%
90%
100%
Autumn 2017 Spring 2018 Autumn 2018 Spring 2019
Sabio Index Company X
Definition:
Proportion of calls answered
within 20 seconds.
Highest: 87.5%
Lowest: 26.0%
68.8% 66.9%74.0%
Sabio Index Sector Company X
Example Slide - Service Level 20 seconds
Key for
efficiency
measures
Key for
quality
measures
© SabioGroup
Benchmarking industry trends
40.6 40.6
42.943.6
9.6
9.3
9.69.8
8
8.5
9
9.5
10
10.5
11
11.5
12
30
32
34
36
38
40
42
44
46
48
50
Autumn 2017 Spring 2018 Autum 2018 Spring 2019
Attrition Absence
• Absence – Number of days per year per agent
• Attrition – Annualised attrition rate
Average age of a contact
centre agent
34
Average tenure of a contact
centre agent
3.8yrs
© SabioGroup
Benchmarking industry trends
0.0
0.5
1.0
1.5
2.0
2.5
3.0
3.5
4.0
* Source – office of national statistics 2019
68%
13%
19%
ShortTerm
LongTerm
Other
Absence Split
Definition:
Total absence hours divided by number of FTE
Other = family, compassionate, medical, late etc.
© SabioGroup
Benchmarking industry trends
Most common SLA in place
80/20
Percentage of calls
answered in 20secs
69%
81%
84% 85%84%
66
6463
62
50
52
54
56
58
60
62
64
66
68
70
70%
75%
80%
85%
90%
95%
100%
Autumn 2017 Spring 2018 Autum 2018 Spring 2019
90/120 Speed to answer
• 90/120 – Percentage of calls answer in 120secs
• Speed to answer in secs
© SabioGroup
Does gender or age matter?
4.6 4.6 4.7 4.7 4.74.5 4.5 4.6 4.5 4.6
<26 <36 <46 <56 56+ <26 <36 <46 <56 56+
Empathy Knowledge
Agent C-SAT v Age
4.69 4.60 4.55 4.47
Female Male Female Male
Empathy Knowledge
Agent C-Sat v Gender
© SabioGroup
• Benchmarking is only part of the picture
• Knowing what customers think is critical
when exploring ways to improve the
service experience.
• Having access to this information in real
time creates self learning teams, proven to
increase customer satisfaction and NPS
• Engaged employees leads to more
satisfied customers. Companies must
regularly ask what’s engaging staff and
what is creating dissatisfaction.
• Verbatim feedback is “the gold”.
Voice of Customer & Employee Engagement
© SabioGroup
Compare your contact centre performance
• Customer, operational and people measures• Compare 6 months of data (1 July - 31 December 2019)• Portal opens on 1 January for one month
Register at www.ccma.org.uk/benchmark
CCMA BenchmarkOption 1
• 20 core metrics
• Personalised report
• FREE to members
Option 2
• 80 core metrics
• Personalised report
Option 3
• 80 core metrics
• Personalised report
• Advice from a contact
centre consultant
© SabioGroup
Customer Measures
1. NPS
2. Call quality monitoring volumes
3. Number of customer channels deployed
4. Average length of time customer spends in call routing
5. Average response time for voice
6. Average response time for webchat
7. Average response time for email
Operational Measures
8. Abandon rate
9. Target service level for calls
10. Adherence to workforce management schedule
11. Team manager to advisor ratio
12. Number of concurrent webchat sessions
13. Target shrinkage
People Measures
14. Total advisor absence %
15. Starting salary for advisors
16. Average on target earnings per advisor
17. Average working week for advisors
18. Frequency of employee engagement surveys
19. Number of days holiday entitlement for advisors
20. Training hours per advisor
What are the 20 metrics?
Sign up at www.ccma.org.uk/benchmark
FREE to members
© SabioGroup
Questions and answers
© SabioGroup
