Every company having a web site has a menu called Contact us. And most companies have special hotlines. As a rule these are tool free number which you can dial should you have any questions about products and services offered by a company. And as a rule a pleasant female and rarely male voice welcomes you. But sometimes, this is where pleasant things end. If you happen to talk to incompetent call center operator he or she can drive you nuts. We all have watched funny records of how angry customers calling their contact centers. These are exceptions from the rules. As a rule customers and call center operators are being polite. However, if a call center operator fails to fully inform you on the issue you are interested in, or failed to solve your problem you will think twice before making a final decision to stay with the company or buy precuts.
Call center has own key performance indicators (KPI) that show how well call center is performing. So, in order to see how your call center is doing, we recommend use of Balanced Scorecard system. This software evaluated different KPIs which altogether make a full picture of a call center performance.
Contact scorecard system makes business evaluation effective
Evaluate your call center performance with contact scorecard system
In order to evaluate customer support service dialing a number and talking to an operator is not enough. Balanced Scorecard system will help you find and evaluate most important factors that make you call center effective.
With a Balanced Scorecard system you will be able to find weak points in the work of a call center. Sometimes, it seems that everything is OK. You operators professionally solve customers’ problems and answer their questions, but still the revenue is decreasing.
Balanced Scorecard system can do magic. Don’t believe it? Imagine how your employees will be motivated if they will be aware of own weak points? And what if you introduce a special system of bonuses for those who manage to improve a set of KPIs?
So, when using Balanced Scorecard, which KPIs are most important?
Firstly, this is revenue per successful call and cost per call. Any call center should bring profits (or if this is customer support service it should not be unprofitable). These call center metrics are considered most important and representative.
Of course, you need to take care of customer satisfaction, time on hold, blockage rate and rate of abandoned calls. With a Balanced Scorecard system this will be quite easy to do.
Tags: Balanced Scorecard, call center, Call Center Metrics, call centre ratios, call indicator, contact center outsourcing kpi, customer service, help desk, helpdesk, metrics, performance