To track and increase productivity managers use metrics identifying and prioritizing emerging issues. While every KPI has value, call centers need to focus on a limited number of these metrics to ensure they prioritize and make effective decisions. Since most managers will give you a blank stare when you ask them what compliance and ethics metrics they’d like to see, be prepared to provide them with a menu of options and help them understand how they could be put to use. What metrics do you use in your organization to measure the success of your compliance initiatives? Identifying and measuring the ethical standards and personal integrity of others is difficult. Nearly one-third of the nearly 200 companies surveyed do not measure the effectiveness of their compliance programs. Jim is a nationally recognized expert and thought leader in the field of business ethics and compliance with over a decade of experience serving multinational petrochemical, staffing, business process outsourcing, pharmaceutical and medical device corporations. The most basic set of API metrics is operational. The ability to adapt and prepare for the future is an essential component of success. Make sure your management understands these realities and takes them into account in evaluating the compliance and ethics KPI’s and in setting goals. A business may think it has the best call center, but it won't know for sure until it measures and reports the proper KPIs and metrics. Retention: do they come back over time? HOW DO YOU MEASURE EFFECTIVENESS? Net Promoter Score (NPS) 27. In addition to effectiveness, organizations with more mature compliance efforts often find that the next step in their compliance journey—and a key to realizing a return on their investment—is making compliance more efficient and sustainable. Check your email for next steps. In addition, organizations should have processes for receiving and resolving broader issues, including consumer complaints. By taking some of these ideas into account and developing meaningful compliance and ethics KPI’s, my hope is our profession will not only survive but thrive in the long-run, and live up to its potential of helping corporations navigate in increasingly complex and hazardous regulatory environments. Although our fellow conferees had many other sessions that they could attend, by the time we started every seat was taken and there were people standing along the walls and a couple of ranks deep in the back of the room, with some listening from the open doorway. This is demonstrated when the program works as intended and recurring issues decrease over time. What metrics do you wish your organization had in place for such measurement. Each of us provided what we characterized as “rapid fire” 10- to 15-minute presentations providing our thoughts on how to best measure a company’s compliance and ethics performance. User Feedback. Choose which work from home metrics you measure based on what’s most important to your company. Your management team is already suffering from KPI overload. Assessments, for example, can also provide insights on cultural issues across the enterprise or on compliance bypasses that would not necessarily be caught through the other metrics. And, when metrics are used to identify problems and make improvements to the learning experience, you’ll be able to increase the value of training for both learners and the business. 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