How to Improve Call Center Income with Balanced Scorecard Implementation
You can improve call center income with balanced scorecard implementation. The key here is to use relevant KPIs for your balanced scorecard.
For the most part, call centers all over the world are indeed earning modest income. The large and stable ones even earn millions of dollars in a single month of operations. The knowledge and experience gained over the years have certainly contributed to the successful operations of these call centers. But then again, experience and knowledge are not the only things these call centers have in common. They also have what is known as a balanced scorecard. Yes, it is indeed easy to improve call center income with balanced scorecard implementation.
Call centers provide customer service for the clients of large companies. These companies are of such magnitude that they cannot handle the provision of customer support of all their clients. Should they strive to handle this on their own, they might end up not giving the quality customer support their clients deserve. This is then the reason why these large companies delegate the task of providing their clients customer support to call centers. The typical call center would then have different accounts to handle, and they would then employ the different departments to handle the different issues the clients would be calling about. Because there are different accounts to handle, then performance here would be measured variedly as well. This can make measuring performance all the more complicated. Thus, there is indeed a need to employ a balanced scorecard to monitor the performance of the call center as a whole. From constant monitoring, there would certainly be improvement in terms of performance. And where there’s enhanced performance, there will definitely be improvement in terms of income as well.
It is actually a bit difficult to develop the key performance indicators or KPIs to be included on the balanced scorecard. This is because the KPIs here have to be in quantifiable form so that they can be measured accurately. Fortunately, in the call center context, there are many factors that are quantifiable, and these can be used as KPIs as well. In fact, these are just some of the performance measures being used by the lot of today’s call centers.
* Average Talk Time (ATT) or mean conversation time
* Average Handling Time (AHT) or mean dealing time
* Service Level (SL%) or number of calls answered during a limited time period
* Delay experienced by customers while waiting in queue
* Percentage of calls bearing resolved issues
* Percentage of calls bearing unresolved issues
* Number of calls handled by representatives per hour
* Customer satisfaction
These are just some of the KPIs that many call centers are using nowadays to measure the performance of the establishments as a whole. The main thing to remember here is that there should be just a limited number of KPIs employed. As tempting as it is to use many KPIs, this is actually not advisable. This is because if you use many KPIs, there would be more room for extraneous variables, which can influence the accuracy of measurement here. Thus, it would be better to use the KPIs that have relevance to the operations of call centers. With just these KPIs, you can then improve call center income with balanced scorecard implementation.
