Several decades ago, the global call center industry was considered one of the greatest technological wonders. That is because businesses used corporate and manufacturing operations. With the development of new technology and improved communication tools, these operations became one of the most important businesses of modern times.
How does a call center interact with customers?
It is a challenging task to manage and operate this business, but the task becomes much easier if you are familiar with key performance indicators used in this industry. In this case, a good idea would be to get acquainted with call center metrics. You should realize that this is a completely different industry and consequently call center metrics greatly differs from other businesses metrics. Call center metrics include many areas and factors.
Key call center KPIs
Quality of calls belongs to the most important factors of this industry. That is why the main task of call companies will be hiring the most qualified and language proficient personnel. By hiring smart personnel that is highly knowledgeable about the services and products marketed or sold, you will ensure high quality of outgoing and incoming calls.
Cost per call. Call centers owners should look at actual costs of calls made through their operations. Usually outbound calls are more expensive, as long-distance telephone rates are applied. A great number of modern companies outsource manpower from English proficient countries as labor costs are much lower.
If you want to achieve good results in this industry, get sure that your employees are satisfied with the operating procedures, pay slips and working environment. If the mentioned factors are not satisfactory, the performance of your employees will definitely worsen and as a result will have a negative impact on the overall customer satisfaction.
Revenue is a crucial component of call center metrics, as it governs all other business components. Your business’ progress and failures depend on the revenues. If it is strong, try sustain it; if it is weak, you will need to assess your all operations of your call center.
To assess a cal canter business, you first of all, have to look at the operations’ schedule. Generally, call centers are outsourced, that is why schedules of operations greatly differ from usual work hours. As an example, Indian call center employees will have to work on graveyard shifts especially if calls are made from and to Canada or the United States.
Here are some more key performance indicators:
– Rate of speed of answer
– Response duration
– Blocked and abandoned calls
– Average call value
– Average handling time per call
– Occupancy and productivity
If set properly, metrics for such business can guarantee quick success.
Tags: call center benchmarks, call center evaluation, call center KPIs