Important Metrics Questions to Ask
By knowing what metrics questions to ask, you can then have a better guide to base your search for the appropriate metrics to use on.
What metrics would be effective to use in my business?
This question is commonly asked by a lot of companies and it is commonly given the wrong answer as well. Many companies assume that they can just copy the metrics used by another company just because they belong to the same industry. This is a wrong move in every sense. Call Center A should not copy Call Center B’s metrics just because they are both call centers. This is because they inevitably have different goals and objectives. Since metrics should be aligned with these goals and such, then there would also be significant differences in the metrics being used. The key here is then to find metrics that are aligned with your own company’s goals and objectives.
How many metrics should I include in my scorecard?
Few is actually more when it comes to developing an efficient metric system. Just a few metrics would be enough to get you started as long as these are as relevant and functional as they should be. Many companies figure that the more metrics they include on their scorecard, the more efficient it would be. This is not true at all; there is no direct relationship established here. When you have a lot of metrics on your scorecard, even the ones that are not really that relevant to begin with, you end up with much in your hands when it comes to the analysis and interpretation of your figures and such. Having such complications would only defeat the purpose of having a metric system to begin with.
What are the dominant metric trends across my industry these days?
You have to keep yourself abreast amongst your competitors. This does not mean you have to spy on your competitors and copy the metrics that you find are contributing to their success. All this means is that you be aware of the existing trends in your industry, and even those of other industries, so that you can also see for yourself if these metrics could contribute well to your purpose. If you find such metrics, then by all means, have a go at them.
These are only some of the many metrics questions you need to pose when you are developing your own systematic approach to establishing metrics. When you pay attention to these questions and you find yourself getting the answers that you need, you will then find it much easier to establish a metric system that ensures efficiency.
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