KPI in call centers and reasons to evaluate helpdesk performance
Call center evaluation is a must for every company or business unit that sells products or services. Call centers can be of different types: customer support service and sales call center that handles customer calls and places orders. Sometimes, call center operators call customers to offer products while in most cases customers are calling to make inquiries on the products/services or buy selected products. Quality of customer support and etiquette of call center operators is very important for ordinary customers. Very often customers form their judgment on a particular company based on how they have talked to a call center operator. A customer may not like a particular brand just because a call center operator was unable to solve his/her problem or answer questions. This happens very often since modern products and services are quite complex and thus people always have certain questions.
Major call center KPIs
As a very important business unit, a call center requires proper evaluation. These days many companies adopt and implement strategy in order to gain or maintain competitive advantage. Successful implementation of a strategy implies involvement of all business units and departments. Only when the entire personnel is involved it is possible to succeed in strategic planning. This also concerns Balanced Scorecard which is known as the most effective and popular performance evaluation and strategic management tool that puts strategy into action. BSC is just perfect for a call center as this business unit is always customer oriented.
Call center evaluation
Implementation of a call center BSC differs from implementation procedure in other business units. Top managers have to take into account peculiarities of a call center, related expenses, goals and measure. It is vitally important that call center goals and measures comply with requirements of general company strategy, values and mission. In this sense, choice of key performance indicators is perhaps the most important stage. Let’s review a couple of them.
One of the most popular indicators is cost per call. Here, top managers need to understand why they make or receive calls. The company spend certain amount of money for one call, thus it expects to receive some revenue. The key goals of sales call center is to sell products/services, and thus cost per call should be correlated with revenue per successful call. If this is a customer support service, then call expenses should be related to customer satisfaction, one and done calls rate and some other important KPIs.
Tags: call center evaluation, call center KPIs, Call Center Metrics
