Introduction
In today’s volatile world of business communication and marketing, numerous expectations have been placed on the back of business KPIs. That’s what stacks of business organizations are brooding over business key performance indicators in order to enhance their call center performance effectively.
The business KPIs must be linked to an explicit objective: This notion is elementary. If the business key performance indicators and metrics are not linked to an explicit objective, there are no KPIs. Therefore these performance indicators should be associated to a particular objective. For instance, the customer satisfaction objective will have to be associated to customer key performance indicators. Then objective related to the value of shares will be directly linked to shareholder KPIs; the quality and productivity objective to agent KPIs.
A KPI Must Lead to a Strong Decision
One of the most wonderful things about business KPIs is that they are quantifiable measures. That’s what they would reflect your organizational goals and objectives in a detailed manner. With the aid of business key performance indicators, you will be surely able to make strong decisions regarding your call center effectiveness. Another important thing is that these metrics would lead you to save your precious time by making a strong decision.
The KPI Precision Could Be All Relative
Fundamentally, the key performance indicators would remain a risk reducer. Therefore a high level of precision and perfection in the KPI will be very satisfactory to the rational and logical left side of our brain. If there is a less precision, the creativity of the opposite side of our brain alongside the perception of the director would lead to an ultimate decision.
Here are a few examples of relevant business key performance indicators for a call center industry:
• Customer satisfaction level
• Customer service level
• Average speed of answer
• Contact forecast precision level
• Average number of contacts handled per hour
• Quality of services rendered (the only subjective element among indicators)
• Average handling cost of a contact
• Agents occupancy ratio
• Schedule adherence and conformity
• Time distribution
Summary
By using these metrics and key performance indicators, you can be surely able to measure your call center business efficiency in a well organized manner. In addition to call center metrics and business KPIs, you can implement some other measures like balanced scorecards, call center dashboards, CRM scorecards, scoreboards, and training evaluation metrics. Hence you will be able to measure your organizational efficacy in a more robust and successful manner.