Call centers are primarily large offices, which are staffed with agents who either receive or make phone calls with the only purpose – to satisfy the needs of the company’s customers and increase its popularity and productivity. There are call centers that aim at answering incoming calls only (for example, those that are related to banks and are responsible for settling the clients’ problems) and those, which make outbound calls (such as survey organizations, for instance).
Call center BSC
No matter what type of a call center you are managing at the moment, the main idea of its establishment implies providing people with extra convenience and support. However, it frequently turns out that not all customers can easily make use of those services business owners claim to offer them. If you have ever tried to contact a call center agent, then you probably know what we are talking about. The fact is that this procedure proves to be challenging and depressing due to numerous factors, which prevent a call center from performing its main functions. That is why, the increasing number of call center managers decide to implement useful key performance indicators (or KPIs), thus aiming to improve the situation and build the company’s reputation.
Call center goals
At present, we may differentiate between several KPIs that have a great impact upon the functioning of any call center and, as a result, advancement of your business. These include first call resolution, average call handle time, speed of answer, customer satisfaction etc. The latter, by the way, is one of the most influential and dominant metrics, since it helps define whether your clients are satisfied with the level of servicing they are offered or not. If you are seriously concerned with the success of your business, you should realize how important it is to set up this KPI and establish good relationships with your customers. The fact is that this metric (if implemented correctly) will enable you to keep track of the productivity of your workforce, thus contributing to the achievement of this objective.
It is not a secret that all companies and organizations (call centers included), irrespective of the services they offer, have a set of short- and long-term goals they wish to achieve. You may be surprised, but such objectives may prevent these businesses from focusing on many important aspects, including the rate of customer satisfaction. This is where call center KPIs will prove to be useful, serving as the best reminders for them. They motivate the managers to be persistent in the process of achievement their goals, which eventually results both in the increased profits and reputation. This is exactly what you are striving for, aren’t you?