Call Center Metrics

A call center is generally recognized as a centralized office that is frequently used to receive and transmit a large volume of requests via telephone. Mostly these are managed by varied sort of organizations and companies to control their incoming product support and information queries from their appreciated customers. Outgoing calls are too made for instance telemarketing, product services, debt collection and clientele. Mostly the giant business entities would launch call center business in order to interact with their clients on a perpetual basis. Examples may consist of printing industry, IT solution companies, utility organizations, mail order catalogue retailers and customer support for computer hardware and software, etc.

As far as its benefits are concerned, these can be beyond your mind’s eye. For example, you can derive plentiful benefits from this industry including increased business identity, increased sales volumes, increased transparency, high returns, better business planning, and measurement. In addition, you can implement some other types of software applications so as to really take your business into new heights. What can be these tools and technologies? These are called as balanced scorecard designer and business KPIs. The remarkable aspect about these software applications is that these will not only detect the lacking areas of your organization but also discover the proficient areas of your industry capably.

“The BSC Designer is a balanced scorecard system that is generally used to bring into line all sorts of activities and performance to the vision and strategy of the organization”. This is very durable and also very money-spinning software. Its design is typically developed by creative designers. Therefore it would spectacularly keep an eye on the business organization against the strategic goals. Then these software applications would help the corporate managers to improve their internal and external communications effectively. When it comes to the perspectives, these would consist of customer perspective, internal process perspective, financial perspective and learning and growth perspective.

Secondly the KPIs are key performance indicators that are normally utilized to define and measure progress toward organizational goals and objectives. One of the most notable aspects about business KPIs is that these will not only reflect your organizational goals but also function as quantifiable measures. With the assistance of key performance indicators, a call center industry can surely generate ample returns, increase sales volumes and promote its business identity worldwide. In short, both key performance indicators and balanced scorecard designer are without doubt amongst the most robust and gainful software systems today that could really enhance the call center productivity in a short span of time.

A call center is a centralized office, which is used to receive and transmit a large volume of requests by telephone. Generally call centers are operated by various organizations and companies to administer their incoming product support and information inquiries from their valued customers. Outgoing calls are also made including telemarketing, product services, debt collection and clientele. Most major organizations launch call center industry to interact with their valued customers on a regular basis. Examples may include printing industry, IT solution companies, utility organizations, mail order catalogue retailers and customer support for computer hardware and software.

When it comes to the call center business advantages, they can be beyond your imagination. For instance, you can derive enormous benefits from call center business like increased business identity, increased volume of sales, transparency, high returns and comprehensive business planning and measurement. That’s why you would need to employ some software applications to maintain your call center productivity in an efficient manner. What can be these software applications? Well these are known as “BSC Designer and KPI”. The amazing thing about these tools is that they will not only find out the deficient areas of call center industry but also dig out the efficient areas of a call center company.

The BSC Designer is a balanced scorecard system, which is normally used to align all sorts of business activities and performance to the vision and strategy of the organization. It is very robust and also very cost-effective system. Its design is usually created and produced by ingenious designers. That’s what it would dramatically monitor your organization performance against strategic goals. Also it would help the managers to improve their internal and external communications efficiently. When it comes to BSC designer perspectives, these involve customer perspective, internal process perspective, financial perspective and learning and growth perspective. Thus you could easily enhance your call center productivity with balanced scorecard applications.
 

Next KPIs are key performance indicators, which are frequently used to define and measure progress toward organizational goals and objectives. One of the most noteworthy aspects about KPIs is that they will not only reflect your organizational goals but also work as quantifiable measures. With the aid of key performance indicators, a call center can certainly generate ample revenue, increase sales volumes and promote its business identity the world over. In short, both key performance indicators and balanced scorecards are undoubtedly amongst the most robust and cost-effective software systems today that could really improve your call center efficacy in a short time.

The version 3.0 of BSC Designer now supports strategy maps, e.g. the visualization function, which will help to convert key performance indicators into the strategy map. In this way it is possible to create and share visual map of indicators for call center.

In the new version of Balanced Scorecard Designer you will find time-points feature. What does it mean?

Say, you have performance values for today, but what about past and future? What about next week or next month? The new version of Balanced Scorecard designer will provide you with clear and easy to use interface to specify indicators settings and values for any date.More over the mechanism of inheritance is available, so if you want to change something you don’t need to make changes for every date, you can just change the date when the change was made and it will be applied to all indicators in future.

While you move through the time, your indicators (goals) will remain the same, they are “invariant”, as well as descriptions and some other texts. But there are also some important time-depended values, such as indicator weight, current score, min and max scores.

If summarize all features in simple words then there is a good example of what program now can do:

Imagine, you have indicators “Cast of the call”. Today, when you start your customer service unit, you can measure it on the scale [5..10]$ and give an important relative weight to this indicators, say, 8. But tomorrow, you may change your scale, relative weight and your score.

Also, with new version you can define your own custom measure units:

For call center user can specify necessary measure units, such as call/hour or $/call or anything else. Once created the new measure unit can be exported or imported in other project.

Learn more about Balanced Scorecard Designer.

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