I noticed yesterday on weather.com that the temperature here in Boston was a lovely 92 degrees F, but the Heat Index reflected that it felt like 98 degrees F. This sent me on a tangent that I think is analogous for the call center.
Can a customer interaction look like one thing to you, but feel like something else to your customer? Let’s say that your trusty ACD report shows you that a customer’s handle time was 300 seconds, and 300 seconds happens to be your Handle Time Goal. That would seem acceptable, right? But what if 200 of those seconds the customer was on hold? How would that variable impact the customers perceived experience? Or hypothetically the call was answered in the goal of 20 seconds, but that was only after spending 2 frustrating minutes in the IVR?
The heat index takes variables like humidity and wind and makes a relative, plus or minus, adjustment to the absolute temperature value to reflect how it is actually perceived by people. Sound like a reasonable approach?
If it seems like I’ve been harping on customer experience measurement lately, its because I am. Stick with me here…