Are you familiar with the situation when you contact call center of a certain company and you cannot have your problem solved for 20 minutes? In other word, have you ever contacted a BAD call center? Believe it or not, this is a real challenge for a caller. There can be nothing worse than an incompetent call center operator who can only say “I understand your problem, let me see what I can do.” And that’s it. No solution at all. Eventually, you lose your temper, hang up and make a firm decision – never to deal with this company ever again.
This is a typical example of how companies lose customer, even the most loyal ones. Is call center of your company working OK? Test call center performance to find that out. Of course, you may call your own call center to see how your personnel work. But even if you hear pleasant voice and polite speech that does not means your customer support service has a perfect performance. There are many factors that have a strong influence on the work of a call center. You should know KPIs, i.e. key performance factors relevant to the call center business.
We recommend that you use Balanced Scorecard system to evaluate performance of a call center. Why would you need to do that? It is simple. You cannot work out any plans as to the further development without being aware of current problems and weak points. There may be some things to which you pay too much attention and spend too much money, but these things have very little impact on overall performance. Efficient fund allocation is a key challenge in business.
Test call center performance with Balanced Scorecard
Use Balanced Scorecard system to test call center performance
So, you need to know what should be improved in your call center. For example, if your have a very high cost per call rate, while some of your employees have much time in between the calls, it means that your personnel is too large. This is only a hypothetic example. With Balanced Scorecard system you will find the most important KPIs and their evaluation in percents.
For instance, if customer satisfaction has barely reached 50%, take urgent measures, as with such an attitude it will only decrease. If only 1 of 20 callers actually buys something, your conversion rate leaves much to be desired, and thus something needs to be done about it.
Tags: call centre ratios, call indicator, service desk benchmark, support indicator, test call center performance