Many business owners ask one and the same question: “Why use Balanced Scorecard?” Indeed, why? There are many similar performance evaluation and management control systems that have been used for ages. Well, this is partially true. At the same time it would be wrong to call Balanced Scorecard just another system of managerial control. BSC has another purpose which is more global and work in the long term. Balanced Scorecard is an effective strategic management tool. It means that with BSC you will not only be well informed in everything that happens to a company both in the external and internal environment but also whether or not the company is on the right track to implement strategic goals. Of course, in order to be successfully using BSC a company requires realistic and comprehensive strategy. Top managers of call centers should seriously consider possibility of implementing Balanced Scorecard to optimize and improve call center performance, as well as bring a call center strategy (if any) in compliance with company strategic goals, mission and values. So, what are benefits of BSC implementation in call centers, helpdesks and customer support services?
Benefits of call center BSC
Benefit 1 – Expenses optimization. One of the major KPIs in a call center BSC is cost per call. Various companies use different ways to calculate it, but generally it includes telecommunication costs, office maintenance costs, call center operator salary and other expenses. By monitoring changes in cost per call, tom management of a call center can make relevant decisions and cut expenses whenever necessary. This especially concerns those call centers that only provide customers with support but do not sell anything. Sales call centers can make a ratio of cost per call and revenue per successful call.
How call center performance contributes to implementation of company goals
Benefit 2 – Improvement of employee performance. BSC should initiate changes in a call center. Employees must be properly motivated to improve own performance and work with BSC. For example, by controlling first resolution calls it is possible to monitor total performance of a call center. A first resolution call is sometimes called one and done call. It means that a customer needs just one call to have his question answered and problems solved.
Benefit 3 – Improvement of organization climate. BSC unites employees in their desire to benefit the company. Besides, satisfied employees as a rule have satisfied customers. High customer satisfaction is the ultimate goal of a customer support service, while in sales call centers customer loyalty improves sales rates.
Tags: call center benchmarks, Call Center Metrics, call center ratios