Have you ever wondered why you stay loyal to certain brands? Good product quality? Maybe! But there are lots of similar products with even better quality and features. Attractive design? Well, markets are full of attractive products. So, why do you choose a particular brand? Well, maybe it is because every time you have some problems with the product you have purchased you can contact customer support service and receive qualified help? This is a very important factor in formation of a company positive image. Indeed, call center operators often represent the company. A caller forms his judgment based on whether or not his questions were answered by a call center operator.
What are call center tasks?
Indeed, quality of call center services affects customer loyalty. As known, customer loyalty is directly related to sales growth. So, when a company sets certain strategic goals it should take into account optimization of a call center performance.
Some of call center KPIs
Balanced Scorecard is known as one of the most effective strategic management tools. BSC is very often used to evaluate and optimize call center work. It needs mentioning that a call center is quite a specific business unit. When implementing BSC in a call center, one should remember that this business unit directly contacts customers, so call center operator know much about customer problems.
For this reason, it is extremely important to include call center top managers to working group personnel which will be responsible for BSC preparation and implementation measures. Call center managers and operators know everything about problems in work of a call center. Besides, they can come up with certain suggestions and initiatives as to improvements in performance.
Choice of key performance indicator is perhaps second most important task after strategy development. First, it is necessary to determine what goals a call center should achieve and how they are integrated into company strategy. Secondly, BSC working group should select key performance indicators which will demonstrate call center progress or regress on the way to strategy implementation.
As to key performance indicators for a call center, there is no universal set. Every KPIs is individual and thus it is chosen in accordance with a call center strategy. Very much depends on strategic goals and organization structure. If for one call center number of calls handled is very important, the other one should focus on average cost per call or customer satisfaction rate.
Tags: call center evaluation metrics, call center KPIs, call cneter bsc