How BSC helps in evaluation of a call center performance
Balanced Scorecard is quite a tricky tool. Indeed, it can become a saver for any company. Equally, it can do so much harm, that company top management will never say anything good about Balanced Scorecard. It is really astonishing, but BSC never guarantees success, no matter what some BSC fans would say. If organization is not ready to transform and change, Balanced Scorecard will never help.
BSC is a helpful perofrmance evaluation tool for call centers
In case of a call canter (application of BSC in a call center, to be exact), Balanced Scorecard has numerous advantages. With a perfectly functioning call center it is really easy to attract new customers, as well as keep existing customers satisfied. If company’s call center is efficiently working, it is really possible to boost sales and generate increased revenue.
So, let’s review key advantages of BSC use in a call center.
1. Tracking key performance indicators to optimize call center performance. A special BSC team would develop a series of key performance indicators which will represent company critical success factors which will make it possible to measure call center progress on the way to implement strategic goals.
2. Working out call center strategy. If company call center is just handling calls it doesn’t mean that it works the way it should work. Every call center must have strategic goals. Moreover, these goals have to comply with the company strategy. One of such goals may be increase of customer satisfaction, sales growth, decrease of average call duration etc.
3. Correct mistakes and changing strategy. Balanced Scorecard makes it possible to introduce amendments to the strategy and operational management if necessary. If evaluation of key performance indicators showed certain problems, company top management develops a series of counter actions. This is a very common practice among companies using balanced scorecard. Both external and internal environment is changing rapidly, so company must react to these changes. Balanced Scorecard gives company management at very clear and transparent picture all goals and measures, as well as cause and effect ties between them, so that top managers can introduce relevant changes.
4. Focus on most important things. Very often call centers place an excessive focus on number of calls handled or average call duration. These indicators of very important indeed, but there are things that matters most of all, like customer satisfaction, and returning customer rate.
Some important call center KPIs
When applying Balanced Scorecard in a call center it is really important to make all necessary preparations and get the entire call center personnel involved in this process.
Tags: call center evaluation, call center KPIs, call center performance
