Measuring Support Centre Performance

Measure support centre performance with a balanced view that combines accessibility, quality, resolution, consumer effort, demand, workforce health and contribution to improvement. The support centre is both a point of contact and a source of service intelligence, so no single speed metric tells the full story.

• Measure access and abandonment, starting with a baseline for speed of answer and agreement on who can act if results move the wrong way.
• Track restoration and fulfilment, and capture resolution quality and consumer effort, not just activity volume. Check the effect on flow, quality, risk and experience.
• Monitor demand causes and staff health. Ignoring staff stress and failure demand is a named pitfall, as is managing average handle time alone.
• Pair measures so one cannot hide harm in another. The article's example dashboard pairs wait time with repeat contact and analyst absence, so speed improvements do not conceal quality or workload harm.
• Report distributions, not just averages. Using averages without distribution can hide important variation, so retain enough detail beneath the headline and review trends with both providers and consumers in their service context.