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Command Center: Full Range of Operation Monitoring Techniques and Standards to Drive Revenue Growth and Efficiency

Definition and Monitoring Mechanisms

  • Operations Revenue Performance

    • Available hours

    • Labor Participation

    • Productivity

    • Production Hours Available

    • Right Party Contact per Productive Hour

    • Conversion Rate

    • Average Promise Size

    • Promise Kept Rate

    • Dollar Collected per Productive Hour

    • Dollar Collected per Seat

    • House Promise

    • Kept Rate

    • House Collections

    • Total Collections

Definition and Monitoring Mechanisms

  • Call Volume

    • Abandoned Calls

    • Average Speed of Answer (ASA)

    • Average handle time (AHT)

    • Available Staffing

  • Inquiry Inventory – Calls

    • Aging Inquiries

    • Forecasting

    • Available Staffing

  • Individual Performance Measures

    • Adherence – Calls

  • Geographical/Environmental Interruption

    • Weather, power, water, fire, (any other issues that interrupt the work day)

Definition and Monitoring Mechanisms

  • System Availability

    • Shutdowns

    • Upgrades

  • Performance Guarantees – Calls

    • Individual

    • Departmental

    • Company-wide

  • Compliance Guarantees – Calls

    • Individual

    • Departmental

    • Company-wide

  • Business Events

    • Meetings

    • Events

    • Training

    • Drills

Escalate

  • Operations Revenue Performance for example in Collection Industry

    • Available hours

    • Labor Participation

    • Productivity

    • Production Hours Available

    • Right Party Contact per Productive Hour

    • Conversion Rate

    • Average Promise Size

    • Promise Kept Rate

    • Dollar Collected per Productive Hour

    • Dollar Collected per Seat

    • House Promise

    • Kept Rate

    • House Collections

    • Total Collections

  • Call Volume

    • Abandoned Calls

    • ASA Average Speed of Answer (ASA)

    • Average handle time (AHT)

    • Insufficient Staffing

  • Inquiry Inventory – Calls

    • Aging Inquiries

    • Forecasting

    • Available Staffing

Escalate

  • Individual Performance Measures

    • Adherence – Calls

  • Geographical/Environmental Interruption

    • Weather, power, water, fire, (any other issues that interrupt the work day)

  • System Availability

    • Shutdowns

    • Upgrades

  • Performance Guarantees – Calls

    • Individual

    • Departmental

    • Company-wide

  • Compliance Guarantees – Calls

    • Individual

    • Departmental

    • Company-wide

  • Business Events

    • Meetings

    • Events

    • Training

    • Drills

Filtering and Categorization

  • Thresholds Levels

    • Disaster Recovery

  • Correlation and Response

  • Collaboration & Process Adaptation

  • Event Review and Closure

  • Incident Managemen

    • Definition and Identification

      • Assess

      • Impact

        • Urgency

        • Priority

        • Coordinate and Communicate

        • Collaborate 

    • Develop Action Plan

      • Communicate

      • Resolve 

    • Close and Report

    • Problem Management

      • Definition and Identify

      • Diagnosis and Root Cause Analysis

      • Known Errors

      • Resolve or Workaround

      • Review

      • Close and Report

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