Call Center Metrics

Many top managers face with a common problem when implementing BSC in their companies and departments, including call centers and helpdesks. Balanced Scorecard looks OK when it is just a theory. However, when it comes to practice the real problems begin. One of the most common questions is “How can I crease an effective call center scorecard.” Without any doubts, there is no universal answer. Every call center might have different goals and role in the company. At the same time, in this article we will try to outline the basic procedure of creating an effective call center scorecard as well as offer tips for aspiring managers.

Benefits of training evaluation

First off, one needs to clearly understand goals and role of a call center in a company. Some call centers only solve customers’ problems and answer questions while others sell products and process orders. Strategic goals of a call center are all important when it concerns development of an effective scorecard. Why? The answer is quite simple. Choice of key performance indicators directly depends on strategic goals.

Links between call center KPIs

Perhaps, the most complicated stage of a call center BSC development is choice of key performance indicators and introductions of Balanced Scorecard to this business unit. Even nicely dev eloped call center KPIs may fail unless the majority or at least some of employees clearly understand what those indicators mean. It is useless to work with BSC if when measuring abandoned calls rate or time on hold call center operators do not understand meaning of such metrics.

When making a choice of KPI or creating your own metrics you should remember that all KPIs need to be measurable. Of course, there are call center metrics packs that are available for download online. However, they cannot be used in every company. Thus, you have to adapt downloaded KPI to your call center with its unique problems and concerns.

Depending on the goals of your call center, you should choose relevant KPI. For example, if a call center serves customers and solves problems (no direct sales) it is important to measure all KPIs related to customer satisfaction, quality of provided service etc. These can be such KPI as customer satisfaction with service, time on hold, average call duration, number of successful calls (solved problems), first resolution calls rate etc. There are also KPIs targeted at call center employees, their education, self improvement and training.