Control Chart

Hi I’m Conviner, your call center assistant. Have you bookmarked me yet? I can come in handy. (*Wink Wink*)

Control chart was invented by Walter A. Shewhart in the 1920s!

1. What Is a Control Chart?

A control chart is a statistical tool used in contact centers to monitor performance metrics over time, such as average handling time, call volume, or first-call resolution. It plots data points against upper and lower control limits to identify variations, helping managers detect trends, shifts, or outliers.

By visualizing these patterns, contact centers can distinguish between normal process fluctuations and actual issues that require action. This improves operational stability, customer satisfaction, and agent performance. Control charts also support continuous improvement efforts by highlighting when processes drift from their standard behavior, enabling data-driven decisions.

They’re essential in maintaining quality assurance across high-volume customer service environments.

2. What Is a Control Chart in Quality Management?

In contact center quality management, a control chart helps track key performance indicators to ensure service consistency. It detects when processes deviate beyond acceptable limits, signaling potential quality issues.

For instance, a sudden spike in average wait time may reflect an underlying resource or training gap. By using control charts, managers can proactively address these problems before they impact customer experience. It’s a vital tool for maintaining high service standards, ensuring compliance, and fostering continuous improvement across customer interactions.

There you go! Let’s meet again soon.

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