Very often we judge the company or service provider exclusively by quality of their call center. Indeed, we expect to listen to any answers to our questions and we want our problems to be solved by call center operators. That’s why every time we have a question or problem related to the purchase product and service we are looking for a toll free phone number and make a call. Naturally, we want to hear a pleasant voice and talk to a qualified specialist. Unfortunately, some call centers has nothing to offer but a pleasant voice and politeness.
Three key tasks of any call center
A call center is a company’s face. We never know who rules the company that has produced your laptop, cell phone or a TV. Moreover, we don’t care much. We are interested in quality products, and we greatly appreciate post sale service. Complete answers to our questions are part of post sale servers. That’s why every successful company should optimize work of a call center. This is the best way to attract new customers and retain those who have already made purchases with the company.
Balanced scorecard is used in different business areas, and call center is perhaps one of the best places for BSC to be used. Call center operators directly contact customers and that’s why their efficiency and professionalism directly influences such an indicator as customer satisfaction. It is not a secret that customer satisfaction is related to growth in revenue and increase of company capital.
Call centers increase number of regular customers
Before using balanced scorecard in a call center, it is really important to create a special working group that will start implementation process. Call center chief manager as well as company top management must understand that it is impossible to implement balanced scorecard without changes in organization and involvement of company personnel. Of in order to develop an effective set of key performance indicators it is necessary to listen to opinions of call center operators. Of the talk to customers every day, and they know what customers actually need and what problems call center has to solve.
Of course, ordinary call center operators do not have knowledge of strategic management. Leave that to top managers and strategic planners. But an ordinary call center operator can make suggestions as to the right choice of KPIs, these indicators directly influence their work, or in other words, their work is measured with these indicators.
Tags: Balanced Scorecard, call center, call center benchmark, Call Center Metrics, call center performance, call center scorecard