Measuring Central Station Operator Performance

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Measuring Central Station Operator Performance

• James Griggs
• Central Station Manager
• National Accounts
• Stanley Security Solutions

June 25, 2008
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(No Transcript)
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Stanley Monitoring Centers
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Central Station Performance

• Team and Individual Metrics
• Productivity
• Accuracy
• Customer Care
• Attendance

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Team Performance

• Performance against goals
• Alarm response
• Phone response
• Customer Care
• Volume of customer concerns (complaints)
• Customer Surveys
• Productivity
• Transmitters per operator
• Transactions per operator
• Attendance ()
• Absent hours
• Overtime hours

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Operator Productivity

• Transactions Per Hour
• Inbound phone calls
• Alarms
• Outbound phone calls
• Productivity Formula
• Alarms Inbound Calls Outbound Calls
• Hours paid

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Operator Productivity

• Productivity Qualifier
• Review the types of alarms operators choose to
  acknowledge
• Expect operators to maintain a healthy ratio
  between alarms that are selected by priority vs
  selected by other reasons

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Operator Productivity

• Productivity Goals
• By Team
• Based on team averages (by shift)
• Based on tenure
• For example
• Productivity expectation 42 alarms/calls/hr

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Operator Productivity

• How we use the data
• Team Leads review shift reports that provide
  hourly performance
• Daily conversation with specialists not meeting
  expectations / exceeding expectations
• Weekly report card for all employees
• Week to date
• Month to date
• Year to date
• Post team performance by shift (daily)
• Monthly individual performance awards
• Presidents club

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Example Report Card
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Operator Availability
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Operator Accuracy

• What is accuracy?
• Following action plans
• Correct implementation of customer requests
• Proper use of automation (test commands, schedule
  changes, )
• Proper documentation of actions
• Proper explanation of incidents
• How do we measure it?
• Scheduled Audits
• Prior to 11 meetings
• System selected events used for audit
• Random
• Captures both screen shots and phone
  conversations
• Customer Feedback
• Comments, Questions, Concerns drive thorough
  audits and comprehensive employee feedback
• Team Lead Feedback
• Response to employee questions

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Operator Customer Care

• What is customer care?
• Professionalism
• Empathy
• Concern
• Confidence
• Competence
• Problem Solving
• How do we measure it?
• Scheduled Audits
• Prior to 11 meetings
• Pass/fail soft skills criteria used for audit
  based on call type
• Script adherence
• Tone (professional/empathetic/compassionate)
• Personable interaction (active rapport)
• Effectively managing dead air time
• Active listening (paraphrasing)
• Initiative in problem solving
• Taking ownership of customer concerns

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Example Call Evaluation
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Operator Customer Care

• Customer Feedback
• Comments, Questions, Concerns drive thorough
  audits and comprehensive employee feedback
• Employee Self-Nominations
• Hollywood Incidents
• Team Lead Feedback
• Response to employee questions
• Observation driven feedback

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Availability / Attendance

• Operator Availability
• Time spent on calls (handle time)
• Unavailable time spent on extended work, breaks,
  or personal
• Time Attendance
• Unscheduled time (hours) away from work
• Late Arrivals (lt 30 minutes)
• Late Notice (toward absent hours)
• lt 2 hrs notice may be considered NCNS
• Overtime Flexibility / Availability

• Time Attendance influences
• Promotional opportunities
• Schedule flexibility
• Overtime opportunities
• Merit

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Measuring Central Station Operator Performance
James Griggs Central Station Manager National
Accounts Stanley Security Solutions 6000 Nathan
Lane North Plymouth, MN 55442 612-872-3440 JGriggs
_at_stanleyworks.com