One of the best things associated with a telemarketing call center is better access to key performance indicators (KPIs). Despite of the fact that they are considered the most effective measures of productivity and quality, a lot of businesses fail to implement them properly, which results in extra money expenditures and improper assessment of the company’s performance. Well, it really takes time to learn the essence of metrics and basics of their introduction, but if you manage to cope with that process correctly, your chances to assess your agents appropriately will notably increase.
Efficiency of a call center
The first metric we are going to discuss in this article is average handle duration (time), which is one of the most typical and widely used KPIs for successful evaluation of call center management. Actually, it makes sense to measure this metric, since each telemarketing company will benefit from learning how to handle incoming calls not only quickly, but effectively as well. Each agent who works for this or that call center should know how to meet the customer’s expectations and make him/her satisfied with the quality of servicing. That is exactly what this metric is mainly used for.
Some call center measures
Another metric we are going to focus on is staff shrinkage. It refers to the general amount of time an employee is on the clock without being available to receive and handle inbound calls. The thing is that all agents should be provided with an opportunity to get proper training if necessary, which, in its turn, will make them more productive and knowledgeable. As a result, it will not only increase the overall rate of employee engagement, but workforce satisfaction as well. Turnover rates, in their turn, will decrease.
Wrap time or after call work (ACW) is one more KPI, which is worth serious consideration. As a matter of fact, it is not difficult to realize what makes this metric popular with call center owners. The fact is that effective employee management implies the ability of its agents to switch from one call to another as quickly as possible, thus handling all of them properly. Still, some businesses are so oriented on the improvement of the amount of handled calls that they fail to realize that each agent needs at least a few seconds of rest between the incoming calls in order to be able to answer them professionally. Fatigue will hardly help them fulfill this task properly.
If you wish to improve the performance of your call center, you just have to do as much as you can to achieve the desired balance between productivity, quality, employee satisfaction and good customer service. Metrics will help you find a reasonable solution to this problem.