Measure call center to get perfect performance
What is the best way to get competitive advantage and retain customers? It is not enough just to offer a quality product at a competitive price. You should not forget about your customer as soon as he or she has purchased a product or service from your company. Post purchase service is very important, because you have to retain customer so that he or she makes a repeated purchase. Only in such a way it is possible to win customer loyalty, and may plans to attract new customers.
Post purchase service is about answering customers questions and solving problems related to purchase the product and service. It is also very important to stay in touch with customers of even when they’re not buying from your company. Send emails, sms messages or even make phones calls to offer new features and products.
But in most cases customers are calling themselves. And it is very important to have competent and professional call center operators that can answer questions and solve problems that customers may be facing. It is equally important that call center goals are aligned with company strategy.
Indeed, this is a good thing to serve as many customers daily as possible. But these efforts may bring no results and the company will suffer losses for paying compensation and bonuses for the most active call center operators. Just answering the phone is not enough, and that is to be taken into account when developing call center balanced scorecard.
Before company top management approves the set of call center KPIs, one should make sure that these key performance indicators and goals are interrelated with other measures and goals of the company balanced scorecard. In simple words, both top management and company personnel must understand how improvements in the work of a call center will benefit the company. A call center operate handling 300 calls is an excellent results, but this offers no advantages unless all the customers hang up completely satisfied.
Take into account the above said, it is really important to form and BSC working group that will be in charge of strategy maps development. It is even more important to use skills and knowledge of own call center professionals who know this job well. External consultants can be very helpful but of who knows the work of a call center better than a senior manager who has worked for several years there?
