Method of evaluating contact center performance
First Claim
1. A method of objectively grading a performance of a contact center based upon input from a plurality of customers of the contact center, such method comprising:
- receiving a consumer importance rating and a consumer satisfaction rating on the performance of the contact center from at least some customers of the plurality of customers of the contact center for each entry within a set of categories including empathy and advocacy, efficiency and automation;
determining a maximum point score for each entry of the set of categories based upon a relative value of the importance ratings provided by the plurality of customers; and
assigning a point score to each entry of the set of categories based upon the maximum point score for the entry and the satisfaction ratings of the plurality of customers for the category.
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Accused Products
Abstract
A method and apparatus are provided for objectively grading a performance of a contact center based upon input from a plurality of customers of the contact center. The method includes the steps of receiving a consumer importance rating and a consumer satisfaction rating on the performance of the contact center from a multiplicity of customers of the plurality of customers of the contact center for each entry within a set of categories including empathy and advocacy, efficiency and automation, determining a maximum point score for each entry of the set of categories based upon a relative value of the importance ratings provided by the plurality of customers and assigning a point score to each entry of the set of categories based upon the maximum point score for the entry and the satisfaction ratings of the plurality of customers for the category.
62 Citations
32 Claims
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1. A method of objectively grading a performance of a contact center based upon input from a plurality of customers of the contact center, such method comprising:
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receiving a consumer importance rating and a consumer satisfaction rating on the performance of the contact center from at least some customers of the plurality of customers of the contact center for each entry within a set of categories including empathy and advocacy, efficiency and automation;
determining a maximum point score for each entry of the set of categories based upon a relative value of the importance ratings provided by the plurality of customers; and
assigning a point score to each entry of the set of categories based upon the maximum point score for the entry and the satisfaction ratings of the plurality of customers for the category. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13)
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14. An apparatus for objectively grading a performance of a contact center based upon input from a plurality of customers of the contact center, such apparatus comprising:
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means for receiving a consumer importance rating and a consumer satisfaction rating on the performance of the contact center from at least some customers of the plurality of customers of the contact center for each entry within a set of categories including empathy and advocacy, efficiency and automation;
means for determining a maximum point score for each entry of the set of categories based upon a relative value of the importance ratings provided by the plurality of customers; and
means for assigning a point score to each entry of the set of categories based upon the maximum point score for the entry and the satisfaction ratings of the plurality of customers for the category. - View Dependent Claims (15, 16, 17, 18, 19, 20, 21, 22, 23, 24, 25, 26)
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27. An apparatus for objectively grading a performance of a contact center based upon input from a plurality of customers of the contact center, such apparatus comprising:
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a memory adapted to receive a consumer importance rating and a consumer satisfaction rating on the performance of the contact center from at least some customers of the plurality of customers of the contact center for each entry within a set of categories including empathy and advocacy, efficiency and automation;
a weighting process that determines a maximum point score for each entry of the set of categories based upon a relative value of the importance ratings provided by the plurality of customers by averaging the importance ratings from the plurality of customers among the entries of the set of categories and dividing an average of the importance rating from the plurality of customers for each entry of the set of categories by the average importance rating among the set of categories and multiplying the dividend by a predetermined base point score for the set of categories; and
a point processor that assigns a point score to each entry of the set of categories based upon the maximum point score for the entry and the satisfaction ratings of the plurality of customers for the category by averaging a satisfaction rating among the plurality of customers for each entry, dividing the average by a predetermined highest relative satisfaction rating for the entry and multiplying the dividend by the maximum point score for the entry. - View Dependent Claims (28, 29, 30, 31)
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32. A method of objectively grading a performance of a contact center based upon input from a plurality of customers of the contact center, such method comprising:
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receiving a rating on the performance of contact center from each customer of the plurality of customers for each entry within a set of categories including empathy and advocacy, efficiency and automation;
receiving a relative importance rating from each customer of the plurality of customers for each entry of the set of categories;
weighting each entry of the set of categories based upon a relative importance of the entry among the plurality of customers; and
grading the contact center based upon the ratings and the weightings of each entry of the set of categories.
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Specification