Any call center should use key performance indicators as they play an important role in the measurement of this organization. A number of important metrics are used to calculate for the call centers. Nowadays advanced technology makes it possible to get good data and find out how to improve the work of such places.
Key performance indicators must include the fact about the performance rate and there should be an ability to track it. When setting goals for performance, do not forget that it is necessary to have a good amount accountability to chase these goals. It is also advisable to note all performance problems for further diagnosing and improvement.
What is an effective call center?
To measure and improve any call center you will need about five KPIs. Any call center metrics should be concentrated on the quality than quantity. The first thing that you should take into account is the cost of each call. Next goes customer satisfaction. Only then, you will get the resolution rate from the first contact.
After this you have the last of all the performance on an average and the utilization of agents from the call center. You can derive almost 80 percent of performance and measurement from these metrics. The vast evidence that a number of call centers have shown from the use of these metrics proves the effectiveness of this method. The mentioned above five metrics are all you need to improve the work of your call center.
How BSC benefits a call center
Good quality should prevail over quantity and thus the main goal of any call center should reaching good quality at the lowest cost possible. The most important factor in this case would be looking at labor, since about 70% of costs go towards it. A call center’s overall performance can be determined with the help of one metric.
If the metrics are wrong, the results of the organization can be interpreted in a wrong way. Wrong conclusions can be also made, if only one metric is looked at and the rest are ignored. Only complete indicators can help to track overall performance.
It is really important to use metrics which can give the desired results, as some metrics may be not useful and may not play a role in evaluation. Establish adequate targets and performance goals is very important as this will help avoid too many metrics.
The cost of the call and customer satisfaction are two main factors that will be more than enough to evaluate any call center’s performance.
Tags: call center bsc implementation, Call Center Metrics, call center ratios