The outbound call centre industry is a booming business these days. Banks, mobile service providers and even Insurance agents involve the use of outbound calling for increasing their company sales, marketing their products or services and sometimes even for obtaining crucial customer feedback. Complete information on the first call itself and engaging customer interest are the parameters for a good outbound call. It is imperative to offer ample information and guidance to the customer in a manner that leaves no room for doubt. New customers obtained and profit measures are significant factors.
While there are many strategies that management in the outbound call centre can apply in improving the overall productivity and quality. Nothing proves as beneficial as using a well thought out contact center metric system that can accurately measure the performance aspects of the agents and other stakeholders. A well structured contact centre metric can easily decipher the choke point areas in the operations and even draw attention to areas that require immediate oversight. Last but not the least such a metric group can also offer insights about restructuring the operations with an eye on shoring up the productivity.
Tags: KPIs, Outbound Call Center