What Gets Measured Get's Done - What Metrics Are You Using To Drive Your Call Centre?

The efficiency of your call centre is determined by its metrics and KPIs. Elements such as first-call resolution, service level/response times and schedule efficiency are just some of the performance indicators which can help drive a call centre’s ongoing success.

Athena Consulting supports new and existing call centres to help optimise their people, process & technology.  Whether large or small, our team brings the real-world experience to drive efficiency gains and business optimisation. See us as your “transformation partner”, working alongside your team to ensure you are implementing strategies that achieve the most successful results, while building lasting capability within your business and your team.

Gone are the days of the typical inbound call centre. Digital transformation and the rise of social media is driving a fundamental shift in customer's needs and expectations - so you now need to support your customers via a growing range of channels, with fast and personalised service, at a time that suits the customer. Traditional metrics like schedule adherence and response times are harder to calculate with legacy systems in place.

This new world requires a new approach to how you structure your people, processes and systems to drive efficiency. It is more important than ever before to do more with less, so many companies seek support from experts who bring deep knowledge and offer an approach that is tailored for your business on building an efficiency and optimisation approach.

Whether you are looking for a full review of your existing call centre metrics and KPIs, would like to implement best practice efficiency metrics, or are simply looking for the best schedule efficiency calculation, our team can help.


How Do We Help?

Athena Consulting can assist your business to identify and prioritise efficiency opportunities, which once implemented will drive customer loyalty, lower costs, and enhance staff loyalty.  Whether you are a small inbound call centre or a large, omni-channel customer operation - our team have the expertise to deliver results for your business.

Some of the ways we do this:


When you need to save costs or are looking to implement efficiency improvements, but you aren't sure of the path to take to get you there or how to prioritise the steps along the way, we will help you identify the way forward and develop a roadmap to success.  Learn More.


When you are embarking upon your optimisation journey and need a skilled & experienced resource to assist you in bringing your initiatives to life, we will provide one or many specialist resources with deep knowledge to ensure you scope and deliver your project effectively and achieve your return on investment quickly.  Learn More.


When your business and customer landscape is shifting, your team need to accumulate new skills and capabilities to support your ongoing success.  We will tailor a training package to the specific requirements of your team, and mentor them to embed those skills and drive your business into the future.  Learn More.


When you are embarking on a journey of optimisation and need the expertise of a senior leader to provide strategic input at a Board, C-Suite or SteerCo level and ensure a successful outcome, we will provide support as your Virtual Chief Operating Officer and ensure you remain on track for success.  Learn More.


Get In Touch

We can happily talk about efficiency, effectiveness, metrics and optimisation for days.  We're also a pretty social bunch - so we'd love to buy you a coffee & chat about how we can help you succeed. 

Our head office is based in Sydney, with teams also based in Melbourne and support offered Nationally - so I'm sure we'll be in your neck of the woods sometime soon.

Just click the button below to book in time for a coffee with one of our superstars!!