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.
0 Comments
Leave a Reply. |
AuthorWrite something about yourself. No need to be fancy, just an overview. Archives
August 2021
Categories
All
|