The four measures
Agreed before the build begins and reported monthly.
Volume handledRequests completed by the agent without human involvement.
Response timeMeasured before and after the agent enters service.
Hours returnedStaff time released each month.
Commercial effectRevenue recovered or cost avoided.
Reporting and review
A written monthly review pack reports against the four measures, accompanied by the agent audit log and the exceptions raised during the period. A quarterly assessment reviews scope: which processes to extend, which to retire, and where the next engagement delivers the greatest return.
- A written monthly review pack against the four measures
- The agent audit log and exceptions raised during the period
- A quarterly scope review: what to extend and what to retire
- Client references and sector case studies provided on request, with the written consent of the client concerned