Call Center Metrics

Call Center is a computerized office where large volume of customer request and queries are handled by a team of professionals. The office is operated and controlled by a company to administer all the product support and online queries through the customers. Various offshore deal and debt collection is also made here in these call centers. In addition to all the customer support and services, call center is also meant for receiving and delivering various fax, e-mails, and letters to and from the dealers or consumers.

Various wings and sections of customer service representatives is appointed in a call center, each of which pertaining to a particular product of the company. The employee has to deal with each and every queries put on by the consumer regarding the performance and functionality of the product. Call center is an extensive open help desk where each call center agents are provided with computer, head-set and telephone, connected to the main telecom switch of the company. Each of the computers can either be independently operated or worked on under a common computer network including main frame computer and local area network. All the voice and data pathways are linked through a computer telephony integration which keeps a track record of all the incoming and outgoing calls from the office.

Main motive of call centers is to interact with the customers and deal with all the utility regarding the catalogue firms and customer support for software and hardware products of the company. Some of the call centers even work on offshore business and deal with the consumers abroad. Some companies even operate a call center office to carry on the internal functions more specifically and smoothly within the nation. Those call centers may either be in the form of help desk or a sales support.

A call center can be viewed as a operational network in the form of Que. This queuing network is so assumed with same type of customers and statically identical servers arranged in a Queue form of network. This queuing theory is the key to the over all work force planning and management. A track record of the entire performance index is measured with the help of this queuing network. How many calls can a employee attend, frequency of call rates, efficiency of the employee to sort out with the queries are few of the work flow sections which has to be managed through this queuing network.

Queuing model also works on the qualitative and quantitative insight of the company. Based on the performance index of queuing model it could be decided that the call center should be more qualitative driven or the quantitative driven. The one which could be more beneficial for the company is chosen. Queuing model can also be used for planning and operating skill- based routing of calls. Based on the multi-type customers and multi talent skilled professionals the work force can accordingly be distributed.

A scorecard of the performance of each and every employee is maintained under the queue model network of the call centers. An operational research on shift- structure of the employee, forecasting of calls and the detailed analysis of customers impatience is maintained with this queuing network of call center.

Tags: call center, call center management

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