What do you usually do if you are not satisfied with the quality of products and services? Yes, you dial number of a contact center to which calls are usually toll free. You naturally want to talk to representatives of companies that produced this product or rendered you particular services. You may know very little about the company and its approaches. You are not familiar with company policy and management strategy. In fact, you don’t care. Everything you are interested in is solving problems related to products and services.
For you, the person who answers the phone on that end, is a person who represents the entire company. This is the company’s face or, in case of call center, the “voice” of the company. If you have had an unpleasant experience with a particular call center you will not like the entire company. Why are we talking about this? It is to explain how important a call center is. Poor performance of a call center (customer support service) may result in poor performance of all company departments and overall performance of the company.
Evaluation of a call center performance is very important in financial terms. As said above low sales rate may be a direct consequence of a poor call center performance. If the products are not sold well or customers do not receive full information and support on the purchased products/services, your business may be in jeopardy.
Contact KPI shows performance of a call center
Use contact KPI to assess and improve business performance
Top managers from all over the world are actively using Balanced Scorecard system for business performance evaluation. This system evaluates separate key performance indicators (KPI) to provide you with the full picture of overall business performance. Each business has own KPIs, while call center managers need to focus on:
- Cost per call. If your call center is unprofitable, then why does it work anyway? You need to observe the balance and keep cost per call at affordable level, so that your employees get decent compensation and your company does not suffer major losses. Think of the ways to reduce cost per call, and in several months you will see real results.
- Revenue per successful call. If you call center sells products or services you need to make sure that you earn at each call as much as you can.
- First resolution call. Such calls are called one and done. It means that a caller resolves hiw problems with just one call.
Tags: Balanced Scorecard, call center, Call Center Metrics, performance, service desk benchmark, support indicator, test call center performance