What do you usually do if you are having problems with the product or service you have just purchased? Sure, you call tech support or a company call center. It does not matter which products you have bought or what service features aren’t working. You still pick up the phone and dial a number to hear pleasant voice saying: “Tech support welcomes you.” Of course, you do not only want to hear a pleasant voice, but also have your problem solved or question answered.
Many customers form their judgment about the company based on their experience of talking to call center operators. You may have bought the best products or services ever, but if customer support service is unable to answer your questions about the products you may get discouraged with the company or even get angry.
Call center or service desk efficiency is a must for all companies providing such services. Tech support does not earn money, so in a way this is unprofitable department of the company, and that is why many managers do not pay due attention to call center performance. But as said above, inefficient call center may take the company down and lower sales rates. It will be increasingly difficult to find new customers while existing customers may go to your competitors.
Measure service desk efficiency with Balanced Scorecard system
Use effective software to measure service desk efficiency
From time to time service desk efficiency must be evaluated. Balanced Scorecard is an ideal tool to perform evaluation of business performance. This system can be used by managers at all levels, since it is very easy to use and provides very accurate evaluation results.
Balanced Scorecard will help you concentrate on major factor5s influencing performance of a call center. For example, increase time on hold (period of time customers have to wait to talk to an operator competent in the certain area) may have more serious and dreadful consequences for a call center than increased cost per call.
So, Balanced Scorecard system evaluates a number of KPIs (key performance indicators) which altogether represent overall performance of a call center. These indicators are not numerous, however extremely important for anyone who wants to optimize call center work.
Balanced Scorecard will provide you with evaluation results of such indicators as cost per call, time on hold, revenue per one call, one and done calls, conversion rate and others. With figures and graphs you will be able to analyze business performance and find solution to existing problems.
Tags: call center KPI, call center management, Call Center Metrics, call center scorecard, customer relationship performance, manage call center, service desk efficiency, service desk measures, support efficiency