Proven Strategies for Call Center Mergers & Acquisitions

STEP 6: CONTINUED MEASUREMENT & IMPROVEMENT

Measurement sets the stage for success. KPIs and other quantified metrics continue telling the performance story just as they did during due diligence. Keeping track of these numbers empowers your company with not only a clear picture of what’s happening, but also the data you need to scientifically identify the root causes of challenges as they appear. Analyzing these numbers puts you in the driver’s seat when deploying solutions to optimize call center operations. They indicate which levers to pull, especially if you have a list of industry-wide best practices standing by. The data will show you the effects of these improvements and you’ll know if further adjustments are needed.

Measurement extends past operations into other business aspects.

Periodic measurements may be taken in the realm of human capital. Employee engagement, attrition/retention, training, leveling, talent acquisition, company culture, PTO usage, and many other areas that touch staff experience may be turned into data points used in mapping past, present, and future state. Technology and changes in technology may be measured. Change management should roll out with pre-determined yardsticks at set times. Just as a CFO keeps their finger on the pulse of numbers circulating through the accounting department, all other departments can now listen to the enlightening hum of data points streaming out. Ask your due diligence team how. This information is the vehicle that takes you from where you are now to where you want to be.