Call Center Recognition

Customer Interaction Solutions magazine has ranked FFP Global as a Top 50 Teleservice Agency in their twenty-third Annual Top 50 Inbound Teleservices Agencies Ranking. FFP Global was recognized in both the domestic and international categories. The ranking appears in the Customer Interaction Solutions April 2008 issue.  FFP Global has call centers in California and Massachusetts, with over 500 agent stations.

Metrics of Success

From bringing home grade school report cards, to receiving job evaluations, throughout life, people are used to getting feedback on how they are measuring up to what’s expected of them. Likewise, at FFP Global, we routinely receive feedback, whether from business partners, employees or clients. 

However, we wanted to formally, objectively and proactively measure our performance in a wide range of dimensional ways by creating a comprehensive set of business metrics.    

As a result, over the last couple of months, a small team at FFP Global, representing all operating areas, has been working on such a project. The goal of these metrics is to provide FFP Global a foundation for making continuous improvements in the ways in which we serve our current and prospective clients along with all stakeholders we touch.

In a sense, it’s knowing how we are doing, long before somebody is going to tell us. In some cases, it can be a hard truth.  However, ultimately, based on this understanding, we can rapidly address areas that are not up to our standards.  And just as importantly, by setting metric goals, we can be true innovators.

In formulating our metrics, we learned a few interesting things:  For one, many companies only use financial results as their business metrics.  In addition, while much has been written about business metrics, too often it is presented in theoretical terms rather than specific recommendations.  A technique we at FFP Global employed to develop our metric sets was to use our business processes as a starting point. 

Not surprisingly, people can have different interpretations of what something means, so it’s critical to give precise definition to what you are measuring.  

More thoughts to come in future posts.