Key Performance Indicators to Manage Your Call Center Efficiently
By: Patrick P. | September 21, 2016
One of the biggest challenges when it comes to working with a call center outsourcing partner is how to make sure that they are giving you a consistent performance. What this means is that the agents of the call center should get proper training with quality management and the right calibrations to boost high-level performance.
What you can do here is to agree upon which key performance indicators or KPIs you are going to use for the call center so as to monitor their performance be it on a daily, weekly, or monthly basis. In this article, we will look at some of the KPIs you can use to manage your call center partner efficiently.
A huge factor that can affect customer satisfaction is whether or not the agents are happy with their work and their working environment. You can determine customer satisfaction by asking the customers on how they would rate the experience they had will your company.
To do this, you can ask this one question about their experience or perform an entire survey. The results you will get from this can be used in creating a rating scale. This, in turn, can be used to know the performance of the call center.
So now, how can you make sure that the customer service from the agents will get good reviews from the clients? First, you have to make sure that the agents have been trained well. When they are trained well, they will be confident and knowledgeable in their skills and abilities to help the clients.
Second, you must make sure that the call center itself has all the proper resources and support for the agents. This will allow them to be equipped with all the needed tools to do their jobs effectively. Lastly, you can be sure to have a positive customer satisfaction rating if the clients’ problems are resolved without having to go through multiple agents and being put on hold for long durations of time.
Call Center Service Levels
In the call center industry, the standard is that 80% of the calls should be answered within twenty seconds. You may think that the 20% has to be put on hold but if you can do better than 80%, then that’s great! The standard of most in the call centers is 80%, that is the realistic goal.
However, the situation can be different in various companies so in this matter; you can also customize your service levels. It is important to work hand in hand with the call center so that you will know how they can deliver the specific needs of your company.
First Call Resolution Rate
When outsourcing services to call centers, of course, one of the goals is to reduce the costs. To do this, you want to ensure that the customer inquiries can be resolved on the first call. This is because the more repeat calls you get, the greater the amount of money you have to spend. So the goal is to resolve the issues on the first call as much as possible.
This is why it is very important to hire the right people for the job, people who can communicate well and are natural problem solvers. This kind of people can be of great help to your clients.
As part of their training, agents need to understand that it is not enough to resolve the issues of the clients. They should also be ready to do more for your business. And what is this? They should be able to convert leads so that the callers can be converted into customers. If your agents can do this and increase the conversion rate of inbound calls into sales, then you will surely see a greater ROI.
To be able to manage call quality in all the parts of the call, prepare a quality scorecard and use it to manage you quality metrics. Make sure to heavily weigh the component of the call. This is critical in optimizing its performance and quality. Every week, try to schedule sessions for call calibration. This can allow you to check all your goals when it comes to call quality and that they are in line with the execution and performance of your call center partner.
Average Handling Time
It’s great to be friendly and inviting to your clients who call into your call center. However, your ultimate goal is to help them with their issues. To be able to make sure that you will end the call with the customer at the other end happy, one of the key elements is to control the call to make it as concise as possible.
Remember, every second of that call costs money. That is why it is important to provide the best possible service with the shortest time possible. To make sure this happens, you agents have to be well-trained and ready to handle any problem that the customers may raise.
With these key performance indicators that we have read above, we can now monitor the progress of our relationship with our call center partner. We can see if they are meeting our needs and our standards. It is important to be clear on the kind of services you want to receive. Communication is key. Your call center partner has to know what you want so they will be able to execute it well.
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