Call center outsourcing
companies have become a vital requirement of modern-day businesses. To
achieve the desired results via an outsourcing venture, it is essential to
check on their performance from time to time. In most cases, outsourcing
vendors send periodic reports to companies with bifurcation of different
statistics. But, due to a lack of time on their hands, outsourcers often fail
to go through these reports. And, hence, they are unable to fix issues/problems
on time.
Identifying the Statistics that Matter the Most
In case, you
don’t have time to go through the complete reports, you should focus on the Key
Performance Indicators (KPIs) that matter the most. Have a look at some
critical KPIs:
CSAT
Customer
satisfaction rating better known as CSAT is one of the most important call
center KPIs. It needs to be high in order to ensure maximum customer happiness.
Call
center outsourcing companies that have agents who understand the pulse
of customers are the ones who excel at maintaining high CSAT scores.
FCR
First call
resolution (FCR) tells you a lot about the ability of agents to resolve issues.
When an agent resolves customer query on the first call, it creates a positive
impression. This impression goes a long way in fostering customer trust. When
customers know that their issue will be resolved quickly, they are more likely
to purchase your products and subscribe to your services.
AHT
Average
handling time (AHT) has several implications in a call center operation. Call
center outsourcing companies that prioritize AHT are able to reduce the
traffic. Hence, customer wait times in queues are lowered considerably. The
agents are not forced to expedite calls, and therefore, they are able to offer
better overall customer experience.
Call Abandonment
There is
nothing worse than calls been abandoned in a call center process. While it is
very much possible that customers voluntarily disconnect the call for personal
reasons, any mistake from your end won’t be tolerated. Maintaining a low call
abandonment rate should be your priority, and you should always check it in the
monthly reports.
Sales per Agent
This stat is
exclusively for outbound call center processes. The sales agents are solely
judged by their ability to make sales. So, if sales per agent are high, you can
be rest assured that your call center operation is in good hands.
Peak Hour Traffic
Peak hour
traffic and how it is handled tests the character of call center managers and
team leaders. Always check this stat religiously and ensure that the call
center outsourcing company you have recruited is allocating ample agents to
meet the requirements at peak hours.
After Call Work Time
While this
stat may not immediately impact the performance of a call center, it can play a
huge role in the long-term. When ‘after call work time’ remains high for long
durations, it ultimately starts to impact the productivity. Ensure that this
time is kept to the lowest and you will see a gradual rise in productivity.
Conclusion
Maintaining a high level of service in a call
center operation for a long time can be a difficult task. As most
outsourcers do not have time to go through detailed reports, they might not be
able to regulate the process appropriately. Hence, when you partner with call center outsourcing companies, at
least observe the KPIs mentioned in this article for ensuring good results.
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