Why is it so important to use BSC metrics in call centers? A lot of people who lack knowledge in this sphere are interested in this question, because it seems to them that these companies work well without any particular operation strategies. If you think so too, you are seriously mistaken. Just like any other business, this one cannot boast superb performance if not managed properly. This is because there is tough competition at this market nowadays and call center owners have to think over numerous ways to encourage people use their services, which should be of high quality. In other words, a great call center is that element, which should be considered by any customer-oriented business. Therefore, it becomes quite understandable why balanced scorecard is used in the majority of call centers as well as in other businesses.
Stages of BSC implementation
Prior to making any substantial improvements in the performance of this business unit, you should realize that it deals directly with clients, so all changes have to be thoroughly thought-over in order not to worsen the situation. Listed below are four major BSC perspectives that can contribute to the profitability of your business. Do not hesitate to learn them.
The first perspective is a financial one. As far as any reputable company invests money into the call center maintenance (the cost of telecom equipment, energy bills, Internet connection, salaries etc. are included here), it is extremely important to use a system that will help minimize those expenses without affecting the quality of services. This is where balanced scorecard will be highly useful. If you implement this system properly, it will soon help optimize the most significant indicators, such as cost per one call, revenue you get from it etc.
How call center performance influences company performance
When it comes to discussing call center BSC perspectives, we should obligatory mention the one that deals with clients’ satisfaction. Thus, a company should always be serious about the customer perspective in order to define whether its work appeals to people or not and eliminate the apparent problems in time.
The third perspective deals with internal business processes. It is really of paramount importance to know what is going on inside the company. As far as BSC provides the assessment of such indicators as duration of the call, handling time, the amount of successfully solved problems etc., it can offer you the required information and give you a hint concerning potential ways to improve the quality of call center services.
Finally, it is impossible to go without learning and business growth when it comes to the company’s improvement. Therefore, it is the fourth BSC perspective worth talking about. It can help you define the ways of your company’s improvement and development. With this purpose, BSC will evaluate such key performance indicators as number and quality of training techniques applied by top managers and the amount of learning time for each employee.
Well, it would be wrong to assume that balance scorecard can resolve all the apparent call center problems in no time. Still, if used properly, it can help the company’s management analyze the current situation and draw corresponding conclusions. This will undoubtedly optimize performance of any business unit.