Evaluation of business performance is all important, especially in the post crisis economy. Markets are becoming increasingly competitive, and tough competition has its advantages and drawbacks. To drawbacks we refer constant desire of competitors to gain an increased market share and wipe out other companies. That’s why it is so important to automate business management and be able to respond to changes in internal or external environment.
Almost all companies that sell products or services have contact centers, also called help desks or customer support service/call centers. What would you do if you have some questions about purchased product or a service? Of course you will look for a toll free number published on the company web site. And this is by conversation with a context center operator that you will make your judgment about the company, quality of its services and its business reputation.
Use BSC system to improve perofrmance of a call center
Evaluation of call center performance will give you answers to many questions, as well as help you set and reach strategic goals related to development and enhancement of a customer support service.
For this reason use of balanced scorecard system is highly recommended. This tool created in early1990s is now the most popular automation tool for business management. In case of a call center balanced scorecard system will evaluate special KPIs relevant to specific character of a call center work. They keep the eye is a key performance indicator which shows a certain aspect in the work of a company or its department.
The traditional approach tends to view financial KPI as the most important. Well, this is partially true and logical as the goal of any business is making profits and gaining competitive advantage in the market. But at the same time balanced scorecard system also fought uses on operational aspects which are called nonfinancial.
Do not financial KPIs we refer such indicators as customer satisfaction, number of one and done calls (first resolutions calls), time on hold, abandoned calls rate, blockage, employee satisfaction, organization climate, training effectiveness and efficiency. Financial KPI include cost per call and revenue per successful call (if the company sells something via phone).
With balanced scorecard system you will be able to set long-term goals and improve performance of a call center. A well performing call center creates at perfect business image for a company which in its turn is attraction for new customers. More customers means competitive advantage which is the ultimate goal of any business.
Evaluate most important call center kpi
Tags: call center benchmark, call center KPI, call center management, Call Center Metrics