The Most Vital Call Center Metrics: How to Pick Them Out Properly?

Modern contact centers realize that they face a necessity to differentiate between diverse stats and corresponding data in order to be able to set up and implement metrics, which can help reveal those internal processes, which contribute to the improvement their business performance. Well, this task may seem not that challenging at first sight. Still, when you try to get the insight into everything that goes on in your call center, you start realizing that the situation is much more complicated. On the one hand, it proves to be obvious that such key performance indicators (KPIs) as the amount of successfully handled calls or the average handle time will certainly increase the overall call center productivity, but they will also have a negative impact upon the quality of services. On the other hand, though, it makes no sense to think only about quality and overlook quantitative indicators at the same time, because it may negatively affect the rate of customer satisfaction and the amount of financial expenditures.  So, what is the most reasonable approach to this situation?  The answer is as follows: the most rational solution is to work out and implement only those metrics, which will perfectly fit your call center with regard to its specialization, employee experience, current productivity, profitability etc. Therefore, this process may be time-consuming and painstaking, but if you cope with it successfully, the performance of your contact center will undoubtedly become much more improved and this is exactly what you should aim at.

How call center is evaluated

How call center is evaluated

If you have never implemented metrics in your company before, then there are certain tips that may prove to be helpful here. To start with, you should find a right approach to the process of picking that handful of KPIs, which will represent the balanced performance of your organization in the best way. In this respect, it is advisable to consider such factors as the essence of the metric, its purpose, the type of a contact center you have, the level of technical support, the quality of back end reporting systems and data in general etc.

Main stages of BSC implementation in a call center

Main stages of BSC implementation in a call center

If you own an inbound call center for a top credit card company, for example, and wish to improve its performance, you are recommended to focus on such metrics as productivity (average handle time), schedule adherence, quality of servicing, customer service (rate of first-call resolution) and refunded fees per one call, which pertains to the credit card business. This example shows that the choice of metrics you are going to set up in your contact center is closely related to its specialization. So, analyze all the above mentioned factors thoroughly to define the best strategy for the benefit of your business.

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