Measurement of email support efficiency
A call center has an exceptional importance for a company that sells products and services. Post sale support plays a primary role in formation of a positive company image and customer loyalty. Indeed, if we buy products or services and have questions and problems in their relation we really appreciate the opportunity to contact producer or service provider support specialists. If the problem was promptly sold and all of your questions were adequately answered you think positively of such a producer or service provider and thus are more likely to buy the same brand again. At that, your choice will be based on your contacts with customer support rather than product quality and characteristics. This example vividly demonstrates importance of having an efficient call center or customer support service. Efficiency of every business unit should be properly measured with a reliable and easy to use tool, which balanced scorecard certainly is. In this post we will give a brief overview of the most widely used call center key performance indicators as well as shared tips on developing the most effective call center Balanced Scorecard.
What makes an effective helpdesk?
Let’s begin with e-mail and cheat support. Many companies provide e-mail and text chat support only as this helps maintain high quality of support service. Thus, it would be reasonable to measure average time to solve the problem and answer customers’ questions. Thus for example if all the emails are answered within two or 3 hours, such support service can boast of high performance. Of course, these figures are individually set for every support service team. Sometimes, for example, in cases with web hosting your Internet Service providers, prompt answers are very important as downtime of web sites means loss of money for web site owners.
Results of fast email support
A sales call center has but one goal – to sell as many products and services as possible. At that they should not only process pending orders but also to inform existing and potential customers on special offers, discounts and reduced prices. Thus, it would be reasonable to measure sales attempts were call center operator and correlate this indicator with overall sales growth. As a rule, the tricks works, and customers tend to buy more than they actually wanted.
Implementation of Balanced Scorecard in a call center and development of effective key performance indicators in the four categories of BSC as a direct way to improve in call center performance and thus improving indicators in the other scorecards.
