Measuring Training beyond a smile sheet

Does anyone else love metrics? Call centers are great for metics. I wanted to show you how I measure training beyond your standard smile sheet, completion record and tracking “seat” time.

Get the sample Excel document.

The Process

The Numbers
One the second tab, I kept track of the learner’s training hours, and metrics (in this case First Calll Resolution and Avg Ticket Time To Resolve) as well as the benchmark FCR.

First Call Resolution is the percent the help desk agent can resolve the call over the phone vs. assigning the ticket to another group.

Average ticket to resolve it the accummulation of all tickets (resolved) and assigned out. A good ticket that has documentation with the right article – even when assigned to another group – helps to reduced resolution time. So this is still a good metric to track.

Benchmark Data
I keep track of the total training time, average training time per agent, average FCR and average resolution time.

Then I benchark and comparision:
– Look at training time, FCR and resolution for above/below 80% FCR.
– Look at training time, and FCR for training time at 1 hour ish vs. below.

Scatter Charts
Scatter charts plot two coloumns of information and it shows trends pretty easily. Basically, if you see a bunch of dots grouped together, there may be a correlation.

The first chart shows the people who had an FCR of 80% (that’s good) had training time over an hour for the month.

The second chart shows the the higher the time to resolve (red box) the lower the time to resolve. The happy box (green box) has training beetween 1 hours and 1 hour and 45 minutes for an acceptable resolution time.

Data Dashboard
This is automatically calculated based on the data in sheet 2 using average statements, and averageif statements.
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