In order to successfully run business, it should be properly managed. Business management is about identifying problems, setting development goals and evaluation of business performance over time. These days, business cannot work without IT support. In some businesses computers and the Internet are inseparable part of operation process, while other business types use IT technologies to serve business and evaluate it.
Automated tools for business evaluation are widely used ion many spheres. It is impossible to develop strategic plan without being aware of company’s current performance and existing problems. It is like building a house with an indecently built a basement. The higher the house will get, the shakier entire structure will be. This comparison vividly represents business development. Thus, in order to evaluate business, one should know which indicators of business performance represent real situation.
This article focuses on evaluation of key performance indicators in call centers. Many big companies have call centers or customer support services as a link to real and potential customers. Call center differ from other business models, as they have different goals. Often, the key goal of a call center is to generate sales. Some call centers consult customers and solve problems.
The goal of any business is making profits. If you call center works inefficiently, you will probably suffer losses because of sales rate decrease. Or your customers may simply find other company because they failed to receive competent answers to their questions.
If you want to improve performance of your call center you need to know where you should start at. In other words, you need to evaluate certain KPIs. What are they in call center business?
- Cost per call. This is, perhaps, the most important indicator, which represents overall performance of the call center. If you manage to keep cost per call low, it means that you managed to organize work in a very efficient way.
- Customer satisfaction. Not matter what goals you call center pursues (sales, consulting etc.) customers should be satisfied with their calls. Unsatisfied customer will not buy from your company. And unsatisfied customer may refuse your services if your call center operators failed to solve his problem.
- One and done call. This is a slangy expression meaning that customer solves his problem or has his question answered during one call. So, he does not have to call once again, which reduces number of unnecessary calls which reduces cot per call and increases revenue.
Tags: call centre ratios, call indicator, service desk benchmark, test call center performance