Top reasons of measuring helpdesk performance
Performance of the company call center is directly related to profitability of business, especially if the company sells products or services. The point is that most customers evaluate efficiency of company performance and form their judgment about the company based on their experience and conversation with call center operators. Thus, evaluation of help desk and call center performance as one of the primary tasks for companies that want to gain and maintain competitive advantage in the market. One of the most common problems is implementation of effective performance evaluation system. Evaluation of a call center performance is not a problem in itself. What really matters is alignment of call center goals and measures with the company strategy. Call center operators may show top performance according to their own evaluation system, however, these goals will do nothing for implementation of a general company strategy. For this reason it is imperative to use the right performance evaluation tool, like Balanced Scorecard, as well as use this tool and the most effective way.
Links between call center efficiency and revenue growth
Although call center operators do not seem as the most important persons in the company, their performance can improve or just to the contrary spoil business image of a company. When you’re calling companies support service you expect to have your problems solved. At the same time you expected here polite language, you do not want to wait too long for someone who will talk to you etc.
Call center BSC perspectives and major KPIs
Development of a call center balanced scorecard depends on goals of a particular call center, as well as needs of company customers. Thus, for example if the company sells software education and professional level of call center operators should be above the average, while operators and sales call centers should know only basic information about the product, its features and price.
Choice of the right call center metrics is already half of success in the process of implementing balanced scorecard. As already said above, indicators are individually chosen for every particular call center. Thus, for example, tech specialists that consult customers on software and services (hosting, ISP etc) should be knowledgeable on tech aspects. Thus, more weight is to be given to education and growth perspective. By the way, this perspective of BSC is directly related to customer satisfaction since efficient call center and tech support specialist can adequately answer questions and solve most typical customers problems.
Tags: call center KPI, how to measure call center, measure helpdesk
