Call Center Metrics: The Key to Your Business Advancement

Establishment of key performance indicators also known as KPIs is the best way to define how well a call center is running at a particular moment of time. These indicators are reported to be really efficient when it comes to evaluating both the performance of your organization and personnel productivity. The truth is that you are recommended to identify what factors exactly contribute to your business success in the best way. Furthermore, you need to estimate the process in the general instead of applying numerous call center metrics at the same time. What you should realize is that not all metrics will be critical for your company, which means that you should analyze and select those of them that are related to your specific business. How should that be done better? Are there any principles and guidelines that can help you select correct KPIs? What are the basics of their implementation? Let us try to find answers to these important questions below.

BSC perspectives applicable for call centers

BSC perspectives applicable for call centers

Call center KPIs are significant for any telemarketing business. This is because they play an essential role in contributing to better analysis and management of all call center information. Such metrics as employee punctuality, average call response time, customer satisfaction, workforce productivity as well as the overall amount of time an agent is on the phone when handling the problem, are reported to be the most common. This, however, does not prevent them from being extremely important, because they can substantially facilitate the evaluation of call center performance in general.  If established properly, these KPIs help managers identify current problems, which can negatively affect their business. As a result, it makes it possible to implement timely and reasonable changes for the benefit of your organization.

Shareholder value

Shareholder value

So, what KPIs can be urgent for the majority of telemarketing companies? These are employee productivity, customer satisfaction, first call resolution rate etc. The latter is one of the most important of them, since the quicker and the more qualitatively a call is handled – the more incoming calls an agent will be able to receive during a day.  This metric, however, is closely related with other KPIs, which should obligatory be in place in order to contribute to effective business improvement. Thus, first call resolution is primarily interconnected with workforce productivity, because an agent should be knowledgeable and qualified enough to be able to solve problems effectively. Otherwise, it will be negatively reflected in overall call center performance.

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