Call center Balanced Scorecard Info
There are no doubts that successful use of Balanced Scorecard in various business units of companies and even on the company level usually results in drastic changes for any organization. A call center is not an exception here. Although it is considered an auxiliary business unit that serves main departments, poor performance of helpdesk or incompliance with the company strategy may have far reaching negative consequences. Customers love post sale support, especially if they want to get answers to questions related to purchased products or services, or what can be worse, they experience problems with products that must be solved. Customers using the best products require support. People are different and may experience problems even where they should not occur. An efficient call center must resolve such problems, thus improving customer loyalty and increasing probability of repeated purchases.
What call cetner metrics should be
A call center BSC is definitely helpful for companies that operate own customer support services and sales departments. Very often it is necessary to confirm orders placed via the Internet. If you think that just confirming the order is all a call center operator can do, you are mistaken. It is possible to optimize performance of a call center operator in such a way so that sales grow rate will gradually increase. Thus, measurement of sales attempts per call will offer indication of whether or not sales attempts contribute to overall sales growth. Perhaps you have been repeatedly offered to pay attention to new products or services when asking to confirm the order you have placed online.
The 4 categories of a call center Balanced Scorecard will cover all most important indicators of a call center performance (sales attempts per call is just a mere example). Thus, a top manager will have a dashboard full of indicators, i.e. the most complete information on whether or not this business unit is on the right track to reach strategic goals and whether or not these strategic goals comply with the company strategy and mission.
Very often, call centers and customer support services conduct surveys among clients. One of the most important indicators of a call center efficiency is customer satisfaction. So, client receive emails and phones calls with requests to rate efficiency of helpdesk. Sometimes, customers are asked to rate work of helpdesk right after the conversation. As a rule, these are questions like “Are you satisfied with the way you have been treated”, “Were all of your questions answered” etc.
