Scott Bryant

Scott Bryant
How to Calculate Individual Contribution (ICon) in Your Contact

By Scott Bryant, principal, Dirigo Partners LLC If you've ever wished for a single, comprehensive metric to evaluate the performance of your customer contact center, or if you've ever been asked by a call center rep (CCR), "Do you want me to be fast or to provide good service?" this article is for you. Probably no single measure is so comprehensive as to replace all others, but a contribution approach — which I call Individual Contribution, or ICon — can provide great one-stop insight into overall performance, and can help quantify the balance between time and service. The following calculation illustrates how