Any experienced manager would tell you that it is impossible to work out plans for strategic development if you have not evaluated company’s current performance, its strengths and weaknesses. Well, frankly speaking, you can develop such a plan, but without proper analysis this will look rather like gambling. If you have luck you succeed, if you don’t you lose. But in business, losing can be very expensive. Having lost once, your business will never be able to rise from knees.
Evaluation of key performance factors (which vary from business to business) is an important process that should precede expansion of business or implementation of strategic goals. As known, many companies have call centers that answer customers’ calls. Some call centers are focused on selling products via phone, while customer support services resolve problems that customers might have with products and services. In any case a call center should work perfectly, otherwise the company may face serious problems.
To evaluate performance of a call center you need Balanced Scorecard system which is special software solution that focuses on business performance evaluation. The program evaluates only key performance indicators (KPI), i.e. factors that really influence performance of a certain business type. A call center as a specific business has own KPIs which are not numerous but nevertheless very important for managers.
With Balanced Scorecard you will not question kpi in call center metrics
Do you question KPI effectiveness?
So, what are the most important and indicative KPIs? Any call center should take care of:
- Cost per call. This is a call center’s Bible. The cheaper the call, the more profit your company gets. It does not matter what are goals of a call center. What matters is how much money you spend to answer one call. If you manage to decrease cot per call without reducing service quality, you are quite an effective manager who knows how to save money.
- Revenue per successful call. If your call center focuses on selling products and services, you need to make sure that you get as much as you can from one call. Of course, you need to keep the balance and not annoy customers by offering them the most expensive products. However, make sure that you try hard to get maximum profit.
- Customer satisfaction. It is imperative that your customers are satisfied with the calls. All questions must be answered if possible and all problems resolved.
- Employee satisfaction. Your employees should enjoy work and feel no pressure otherwise this will influence the way they talk to customers.
Tags: contact kpi, contact scorecard, customer indicator, question kpi, support indicator