It cannot be denied how the call center industry has been very successful in whatever portion of the world nowadays. Whatever business you are operating or managing, you will surely want to measure its performance. This way, you can see for yourself how progressive your business is, in terms of profit and growth.
However, this is not as easy as it may seem. Certainly, many businesses are recognizing the need to put up call centers so that they can better attend to the needs of their customers, thereby having a stronger chance of realizing these needs in a timely manner. But when it comes to evaluating call center performance, this can only be done via the use of the balanced scorecard.
This is because each and every business comes with different priorities, needs, goals, and objectives and all of these have to be considered when you want to measure performance. The same thing goes with call centers. With the call center industry booming at its peak nowadays, it becomes a must to know just how to measure Call Center Solutions’ performance. And when it comes to accurate measurement, this can be achieved through the implementation of metrics.
Dynamic Measuring with Call Center Solutions
Fundamental for Successful Business
Call centers play a very vital role in the success of any company, simply because call centers have direct contact with the very clientele of the business or enterprise. Call center metrics should be a mainstay in the call center industry. These are quantifiable factors that are used to measure the quality, the service, and the efficiency of call centers. These are the categories in use in the development of call center metrics.
Typically, companies that outsource part of their operations to call centers are the ones that are very huge in terms of size and operations. What’s more, their very operations would have different mechanisms and such as well. Thus, there would be differences to note down. However, there are also similarities that you need to pay attention to. These companies are, more or less, international ones that just do not have the time to cater to every customer care phone call made regarding their products and services.
This is not because the companies do not care about their customers at all. On the contrary, it is because they care about their customers so much that they want to devote more time and revising their existing products, as well as creating new ones, just so they can cater to the needs of their customers. Thus, the need to enlist the services of CallCriteriacall center qa. Now, with the specific metrics themselves, there just might be differences amongst the different call centers in the industry. This is inevitable because even if two call centers belong to the same industry, these call centers would still have different corporate goals and objectives that they want to achieve.
Average Handling Time (AHT)
This is actually the number of minutes agents are given to solve the issues of their callers. This figure differs from one department to another. For instance, technical support representatives would be given longer AHTs since they have to do some troubleshooting when required. Customer service representatives, on the other hand, would deal with just billing issues and such. Thus, it would be understandable for them to have shorter AHTs.
As much as managers of Call Center Solutions would hate to admit, there would definitely come a time when customers cannot connect to a live agent, no matter how many times customers place their calls. There are various reasons for this. Perhaps there are just too many callers waiting on queue and these results to a blockage of calls for other callers.
There may also be times when the call center’s facilities would just be inadequate during a given time. All these reasons have to be looked into by call centers so that blockage can be prevented in the future. After all, this can cause much customer dissatisfaction. By paying attention to these performance measures, it would then be easier for you to measure the performance of the call center itself. Of course, there would be more performance measures to include in your balanced scorecard, and they should be reliable for the operations of the different accounts as well.
Of course, since this is one of the primary goals that call centers to aim to achieve, then this should also be included in the metrics being developed. This way, Call Center Solutions can determine the necessary measures to implement in ensuring customer satisfaction. This is somewhat related to blockage. When a customer waits for a representative to take his call, not knowing that there is some sort of blockage going on, the customer just might abandon the call altogether.
This means customer dissatisfaction still, so call centers better include this in the metrics that they develop. These are just some of the metrics that are needed in measuring call center performance. With these included, the progress of call centers will surely be guided accordingly.
Depending on the needs of the accounts that the call center would handle, there would definitely be certain performance measures that would be similar across the different call centers in the market. These would include the following: ATT or average talk time, AHT or average handling time, SL or service level, percentage of resolved issues, percentage of unresolved issues, customer satisfaction, number of calls handled by agents each hour, and the delay customers experience while waiting for agents to take their calls.