Do your metrics tell the whole story? The role of operating rhythms in contact centre success

Call centre leaders are well-versed in the importance of metrics. First contact resolution (FCR), customer satisfaction (CSAT), and average handle time (AHT) dominate dashboards, shaping decisions and driving performance initiatives. But here's the real question: do these metrics tell the whole story?

For many contact centres, the answer is no. While these metrics provide valuable insight into outcomes, they often fail to illuminate the pathways that drive those results. This is where operating rhythms—regular and predictable patterns of coaching, feedback, and communication—become a game-changer.

In this blog, we’ll explore how operating rhythms fill the gaps in metric-driven approaches, enabling leaders to achieve consistent, meaningful performance improvements across their teams.

What is an operating rhythm?

An operating rhythm is more than a routine; it’s a structured cadence of activities that align teams, reinforce behaviours, and deliver predictable results. These activities might include regular coaching sessions, daily stand-ups, or quarterly performance reviews, as well as tools and processes for feedback and tracking progress.

Originating from Six Sigma methodology, the goal of an operating rhythm is to create stability in business operations, ensuring consistent focus on development and performance. For contact centres, this means weaving a rhythm of employee coaching and broader team management into everyday operations.

Why metrics alone aren’t enough

Metrics like CSAT and AHT provide critical visibility into performance outcomes, but they often lead to reactive leadership. For example:

• When CSAT drops, leaders might double down on customer service training.

• When AHT spikes, processes might be tightened to reduce call times.

While these actions can deliver short-term results, they rarely address the underlying behaviours or systems causing the issues. This reactive cycle creates pressure without clarity and improvement without sustainability.

Operating rhythms, on the other hand, focus on the inputs—specific leadership and agent behaviours—that drive these outputs. By building a rhythm of consistent coaching, feedback, and follow-through, leaders gain actionable insights into how to influence metrics meaningfully.

The key benefits of an operating rhythm

1. Consistency in people development

According to the 70:20:10 learning model, 70% of development happens on the job, 20% from relationships and coaching, and just 10% from formal training. Regular coaching sessions reinforce skills and behaviours in real time.

An operating rhythm ensures that coaching isn’t left to chance. Agents know when to expect feedback, leaders know when to provide it, and both parties come prepared to engage meaningfully. This predictability boosts engagement and accountability across the team.

2. Stronger employee engagement and retention

Employees who receive regular coaching and feedback feel supported and valued. This not only improves job satisfaction but also reduces turnover, a significant challenge for contact centres. A well-structured operating rhythm creates a positive feedback loop: engaged employees deliver better customer service, which drives better results, further enhancing engagement.

3. A framework for performance management

Operating rhythms provide a structured framework for managing performance. Regular check-ins and goal reviews ensure that agents stay aligned with team objectives. Leaders can proactively address issues, track progress, and celebrate wins, creating a culture of continuous improvement.

Linking operating rhythms to call centre metrics

The connection between operating rhythms and call centre metrics is both direct and profound. When implemented effectively, an operating rhythm creates a structured approach to the behaviours and processes that drive performance. Here’s how:

1. FCR improvement:
   Agents receive consistent feedback and coaching tailored to improving resolution skills, reducing repeat calls.

2. CSAT growth:
   Regular discussions on empathetic communication and active listening directly enhance customer interactions, driving higher satisfaction scores.

3. AHT reduction:
   Ongoing feedback on call-handling techniques ensures efficiency without compromising the customer experience.

Building an effective operating rhythm

Establishing an operating rhythm doesn’t have to be complicated. The following steps provide a framework for success:

Define clear goals

Begin with the end in mind. What are the key outcomes your operating rhythm should achieve? Whether it’s improving FCR, boosting CSAT, or reducing AHT, align your rhythm around these objectives.

Map activities to cadence

Identify the activities that need to happen daily, weekly, and monthly. For example:

• Daily: Quick stand-ups to address immediate challenges.

• Weekly: Coaching sessions to review behaviours and progress.

• Monthly: Performance reviews to refine strategies.

Select the right tools

Tools like YakTrak can simplify the process of establishing an operating rhythm by tracking coaching sessions, goals, and outcomes. These tools provide visibility into team performance and ensure that leaders stay on track.

Be flexible and adaptable

The best operating rhythms evolve. Regularly review your cadence and adjust as needed to ensure it remains effective for your team and business objectives.

Do operating rhythms really work? A real-world perspective

In one call centre case study, the implementation of a structured methodology—specifically Lean Six Sigma—delivered measurable improvements in both operational performance and employee engagement. The results included: 

• Increased first call resolution (FCR): Streamlined processes and consistent feedback practices enabled agents to resolve more customer issues on the first call, reducing the need for repeat interactions. 

• Reduced employee turnover: Establishing predictable rhythms for coaching, feedback, and team alignment contributed to higher engagement and job satisfaction, decreasing staff attrition. 

• Enhanced operational efficiency: By improving workflows and communication cadences, the call centre reduced inefficiencies and improved productivity across the team. 

The key to these results? Consistency. A structured framework for coaching, goal alignment, and performance management ensured agents and leaders worked in unison to drive the behaviours that directly influenced metrics like FCR and employee retention. 

This case study highlights how a disciplined operating rhythm—whether implemented through Lean Six Sigma or tailored processes—bridges the gap between leadership actions and measurable outcomes. It demonstrates the transformative impact of aligning daily behaviours with strategic goals to achieve sustainable performance improvements. 

Practical tips for contact centre leaders

If you’re ready to introduce operating rhythms into your contact centre, keep these tips in mind:

• Start small: Don’t overwhelm your team with too many new processes at once. Begin with one or two key activities, such as weekly coaching sessions, and build from there.

• Involve your team: Engage your agents in the process. Ask for their input on the cadence and structure of meetings to ensure the rhythm feels natural and achievable.

• Track progress: Use tools like YakTrak to monitor how well your operating rhythm is working. Adjust as needed to maintain alignment with your goals.
  
  

From metrics to meaningful action

Metrics are essential for understanding where your contact centre stands, but they don’t tell the whole story. By focusing on operating rhythms, leaders can bridge the gap between outputs and inputs, creating a framework for sustainable performance improvement.

Whether you’re looking to improve CSAT, reduce AHT, or drive better team engagement, the path to success begins with consistency. Establish your operating rhythm, stay committed, and watch as the predictable, meaningful results follow.

Read more about how new behavioural metrics are driving contact centre performance here.

Realising the power of operating rhythms with YakTrak

YakTrak understands the importance of consistency in coaching, team management, and broader performance processes. Its platform is designed to help contact centre leaders establish and maintain operating rhythms that drive results. From scheduling coaching sessions to tracking progress and outcomes, YakTrak provides the visibility and structure needed for success.

Want to see how YakTrak can simplify your operating rhythm? Watch this short video to learn more about how it works and why it’s transforming call centre performance.