An induction process for a call center professional is a starting point towards a critical situation one might have to encounter in the future course of their respective career path. A call center professional is often a front end communicator with the client and needs to be equipped with sound knowledge of the business process at all times to avoid any lapses on his/her part.
The key performance indicators (KPIs) are imperative for effective and smooth functioning of the process, whether inbound or outbound, without which it is most difficult to analyze and supervise the information provided to the client by the agent. First time resolution within an accepted time limit is vital to assess the performance metrics of the call.
A calculated and cautious approach towards the adopted help desk metrics system will certainly provide the desired results and consequently lead to considerable rise in employee efficiency and eventually contribute to greater achievement of business objectives and goals. Qualitative appraisal of the agent’s work must provide a strong benchmark towards application of such metrics to the overall business procedures besides enhancing productivity, along with providing a minuscule snapshot for undertaking future challenges.