Which service desk benchmark is most important to you?

Business performance evaluation is perhaps one of the most important business processes. Net revenue is not the only indicator of how well you company is performing. Of course, making more profits is an ultimate goal of any company and net revenue is a very important indicator. But still, there are so many other factors and indicators showing how your business performs in the market.

Perhaps, you have noticed that almost all companies have own call centers and contract independent call center companies to work for them. Why would a company need a call center? In the modern age of telecommunication, ordering products or services by phone is a very common practice. Besides, potential customers often have questions about products and services, while current customers may have problems or concerns about purchased products/services.

Thus, call center is a linking element between customers and business. If this element fails to perform its core functions, the business is likely to have problems. The result of this may be decreased revenues and even losses.

To evaluate performance of your call center, you need to use specialized software that does all the hard work for you. Balanced Scorecard system is known as a reliable and trusted business performance evaluation system. This program will help you find strong and weak points in the work of a call center. Sure, you need to answer one question that may not seem easy for you: “Which service desk benchmark is most important for call center?” The answer is quite ambiguous. The reality is that there are several most important key performance indicators (KPI) having the most influence on business performance. Call center metrics includes KPIs directly related to calls, their cost, customers, employees and their attitudes.

Which service benchmark to choose? Use BSC to find answers

Which service benchmark to choose? Use BSC to find answers

Service desk benchmarks

Service desk benchmarks

So, of you want to know weak points in the work of a call center you need to use Balanced Scorecard system and evaluate the following KPIs:

  1. Customer satisfaction. Ask you customers to rate conversation with the call center operator. Were all questions answered? Did call center operator talked to you politely? Were you fully informed on the issue you have been interested in? Customer satisfaction has a direct impact on revenues and number of new customers.
  2. Cost per call. If you are an ineffective manager who makes wrong decisions it may turn out that cost of one call may equal to the cost of a cheap product you sell. Try to analyze what factors influence cost per call, and what needs to be done to reduce it.

Sure, there are many more KPIs in call center metrics, which will be covere din the next articles on this blog.

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