It is important for every company to employed and retain professional personnel. Indeed, human resources play the most important role and become the most critical success factor in any business area. Let’s not forget that it is people who make decisions and it is top managers who help businesses overcome crisis. Ordinary employees generate income through attraction and retention of customers. This especially concerns call centers and customer support services. The peculiar feature of a call center and a help desk is that very often customers form their judgment about the company by the experience they have in conversation with the call center operator. For example, you have purchased brand new laptop but you’ve got some problems and questions about it. If you pick up the phone and dial a number of a call center. Naturally, you expect to have your questions answered and problems solved. But the conversation fails to live up to your expectations. Your attitude two was the brand become somewhat negative, of although you like the laptop itself, its functions, features and price. But from now on, you are unlikely to buy left of this brand ever again.
Call center tasks
This example vividly demonstrates how a call center operator performance may result in loss of customers. For this reason, it is imperative to evaluate performance of a call center (both groups and individual) and introduce amendments if necessary. In other words it is important to solve problems even before they occurred. Also, measures and goals of a call center should be integrated into the system of mission, values and strategic goals of the company itself.
How poor call center performance leads to loss of customers
In order to accomplish all the above tasks, a reliable and effective performance evaluation tool is needed. Balanced scorecard is such a tool that communicates operational and strategic management. Having looked at the strategy map that balanced scorecard software can create, it is possible to see cause and effect ties between actions and attitudes of call center operators and implementation of the company strategic goals. The above example shows that certain mistakes or lack of competence may result in loss of customer. Keep in mind that lost customer will surely go to competitors which is a direct loss of competitive advantage.
Balanced scorecard makes it possible to set goals and measures in the four perspectives: financial, customer, internal business processes, learning and growth. Each category of indicators characterizes certain side of the business, a call center or a customer support service in our case.