If you are a conscientious call center owner, then you are definitely concerned with its overall performance and diverse ways of its improvement. Therefore, you should obligatory have an idea of the call center Balanced Scorecard. What is the mission of this system and why is it frequently applied nowadays? Let us try to find out proper answers to these questions.
Importance of quality customer support in overall success
Call center BSC defines its general performance based on particular KPIs (key performance indicators). It is also used to determine the effectiveness of the company’s operation during a specified period of time. Generally, it helps analyze the efficiency of the chosen operation strategies and change something if necessary for the benefit of the company. If done properly, this system is said to be extremely helpful in identifying potential problems that may prevent you from getting the expected revenue.
Why is customer support important?
The main mission of any call center is to provide fruitful interaction between businesses (such as banks, utility organizations, computer hardware companies etc.) and their customers. There is a distinction between inbound and outbound call centers, though. Thus, inbound companies receive phone calls from clients who are searching for professional assistance or useful recommendations concerning a particular service or product. Outbound companies, in their turn, make outgoing telephone calls to their prospects. However, management of both types of companies faces the problem of balancing the level of service and commercial viability. For example, it is quite understandable that customers do not wish to spend much time waiting for a call center agent to answer their call. Consequently, there is no need to explain that one of paramount tasks for the management of such companies is to employ a sufficient number of people. At the same time, there is always a necessity to reduce the number of employed personnel, which is explained by high wage costs. Therefore, call center BSC implementation is of key importance for these companies, since it helps find adequate solutions to such problems.
At present, there is a number of BSC metrics that are used in the process of call center performance assessment. The most widespread of them include customer and employee satisfaction, cost per one call, the rate of first contact resolution, agent employment etc. So, if you consider all these metrics while analyzing the current call center BSC, it will be easier for you to define whether its performance is improving or not and make corresponding changes where possible. In other words, this system will help you define and resolve all kinds of your company’s performance problems, thus making your business more profitable. Isn’t that what you are striving for?