There are different techniques that enable business owners measure performance of their companies. KPI evaluation is one of them. It is applied in lots of industries nowadays and has already proved to be highly efficient in the process of call center functioning assessment. Unfortunately, there are certain problems associated with the implementation and validity of these indicators.
Main measures for call centers
It does not really matter what metrics exactly you are going to analyze, you will always face the risk of using subjective and non-informative metrics. Another problem you may come across is inconsistency of those KPIs you wish to set up. It generally depends upon the amount of data sources you use. For example, you will not find it problematic to measure call time, but you will for sure be puzzled when evaluating the levels of customer or employee satisfaction, because the perception of people differs from one person to another. So, is there any way out of this situation? Let us find that out below.
KPIs in 4 perspectives
The number of problems related to effective call center performance assessment in not limited to those mentioned above. There are much more of them to be solved today. The only reasonable solution here is to consider a particular number of KPIs at a time rather than analyze individual metrics. This will give an intrinsic and trustworthy idea of what exactly is going on in your call center. No wonder, the only efficient and powerful tool that may ensure the expected result is the Balanced Scorecard system, which adds importance and validity to those KPIs you are going to evaluate.
However, how can you be sure that call center metrics you implement using the Balanced Scorecard system are really applicable for your call center? Actually, the best way to make sure you are not mistaken with their selection is to define what exactly makes these KPIs valid. To start with, these metrics should be accurate, appropriate and collected from relevant data sources. In addition, they have to be clear and valuable. Unfortunately, not all metrics have these features and may not correspond to your business.
It frequently turns out that not all business managers realize the actual power of KPI metrics and the Balanced Scorecard system in general. They simply believe that the main objective of this tool is to measure the company’s performance and this is their main mistake. The truth is that properly chosen and implemented call center KPIs may provide you with the best diagnostic capacity, helping you identify basic problems that may prevent you from getting the most out of your business.