Performance evaluation in different call centers is not the same. This process varies from one organization to another depending upon their success, current efficacy, amount of customers, long- and short-term objectives etc. Though there is no correct way to measure the productivity of a contact center, managers of these organizations can make use of special indicators known as metrics that help get the most out of the measurement procedure.
When choosing call center metrics that will meet the strategic mission of your company and its current goals, you should not consider the type of your contact center only. Instead, take into account such factors as the overall essence of your business, its specialization, the type of clients you have, available services etc. The truth is that diverse call center metrics can seem an ideal choice when implemented in a complex. However, they may prove to be ineffective or questionable when analyzed in isolation. With regard to this, a well-thought approach to the measurement process seems to be vital here.
It is of great importance to know in advance what exactly you are willing to achieve through the process of measuring call center performance. Thus, if you are analyzing cost per call, it can make sense to handle calls the sooner-the better. At the same time, the speed of call handling may not satisfy the customers, which will surely affect the overall business productivity and revenue. So, it becomes clear why it makes sense to create a formula that will help find the most effective solution to this problem and this is where call center metrics may come in handy.
Nowadays, serious attention is paid to service measures, such as abandon rate, average speed of answer and longest wait in a queue. However, these metrics also depend upon the customers and nature of your business. So, if some indicators seem inappropriate for your call center, it makes sense to have a look at other service measurement indicators. Keep in mind that any forward thinking organization is bound to look far beyond instant hitting of common key performance indicators. With that said, there is no need to state that some metrics are more important and others do not matter a lot. Everything depends upon your current business efficacy and goals you have set. So, take your time to evaluate these factors before deciding what call center KPIs are vital for your company in particular.