A call center plays an important rule in the work of any company that sells products or services. It is but the work of a call center or a customer support service that real and potential customers for their judgment about the company. What do you usually do when you have questions or concerns about purchased products or services? Of course, you call customer support service with the hope to get your questions answered and problems solved. Call centers may have different goals and purposes in different companies. Some businesses use call centers to sell products and services while others employ the phone operators to provide customers with ongoing support and guidance. If you called customer support service and your questions were not answered you would probably think that it was not worth to deal with such a company. The thus, you are a lost customer for such a business. Of the innards of economy it is very unwise to lose customers because of poor quality services.
A call center, as in any aspect and elemental business structure, needs to be measured and evaluated. Business up performance measurement is used to help company reach strategic goals. In this sense, balanced scorecard is a number one tool that communicates operational management with the company strategic vision. Of the balanced scorecard evaluates key performance indicators, also known as KPI. Call center has own set of KPIs that represents its performance.
Call center metrics has own specific character as the process of calling involves two parties: the caller and the operator. The caller has to be satisfied with his call while the operator needs to do everything to resolve problems as soon as possible.
Major call center kpi
So, what are major KPIs for call center?
- Revenue per successful call. If the call center has commercial goals it needs to sell as much as possible. By increasing this KPI top management of the company increases revenue.
- Cost per call. Logically, the less money a company spends to answer one call, the more efficiently it works. However, here one should be reasonable, and excessive economy and saving may result in poor quality service.
- Conversion rate. This is % of call that ended up with successful sales.
- Average call handling time. The less time an operator needs to answer one call, the better for the company and callers.
- First resolutions calls rate. This is % of calls during which the problems were solved at once (customer do not have to call again).
How a call center contributes to success of the company
Tags: balanced scorecard implementation, call center KPI, Call Center Metrics, call center performance