What is most important in business? Of course, any business must have an effective business model. How can you see if your business is effective? Sure, you need to run it. But it may happens that in course of time business models that were effective a year ago prove to be absolutely useless in new reality. In order to implement a new strategy one needs to know what did not work in the previous plan.
This is called evaluation of business performance. In order to get a full picture of business performance, certain indicators need to be analyzed. These indicators give answers to question: “How well is business/company doing.” Every business has own set of key performance indicators (KPI). Of course, many of them have much in common, while some have a very specific character attributed to certain business types.
Every company needs to take care of relations with its customer. Even if a customer does not buy from your company, you need to stay in touch with him. Customer relationship management (crm) is a very popular strategy of marketing products and working with customers. A loyal customer is the best customer a company can have.
What is the main communication means between a business and a customer? Of course, this is contact center. If you have questions about quality of a product you never call company’s CEO. As a rule you dial a long toll free number and talk to a call center operator. Your judgment about the company is formed by how you talk to a call center representative. It means that a call center should work perfectly, or be striving to work perfectly.
Before implementing any strategy (including crm) a manager needs to know what goes wrong in current business. It is impossible to expand a call center if it is working inefficiently at the moment. Small problems will turn into big ones.
Balanced Scorecard is the tool which will help you evaluate economic performance of a call center to find weak and strong points. Armed with figures and graphs you can easily see the trends and plan work of a call center for some time ahead.
Besides, Balanced Scorecard system will make your operators more self-confident as they will be aware of own mistakes and weak point. This will results in better personnel performance and thus, better performance of the entire call center.
Tags: call center benchmark, call center performance, crm ratios, request kpi, support control