Don’t Ignore Lesser-Known KPIs to Ensure Customer Service Outsourcing Success

Customer service is an integral component of any present-day business operation. In the past, companies could get by with no or minimal customer support, but nowadays the situation has changed considerably. It has become vital for any business to treat its customer with respect and offer them support whenever they need it. This is the main reason why customer service outsourcing has become a modern-day phenomenon and companies that struggle to run an in-house call center use it extensively.

The Key to Quality Customer Support Outsourcing

Customer support outsourcing is a challenging domain and requires a lot of different elements to come together for it to work properly. But, measuring call center work in terms of its effectiveness for your business can be a tricky proposition. Therefore, it is important to keep an eye on the Key Performance Indicators (KPI).

Lesser-Known KPIs and their Value for Businesses

Average Handling time (AHT), First Call Resolution (FCR) and Customer Satisfaction (CSAT) are major call center KPIs that always stay in the limelight. Even a company that employs customer outsourcing heeds to only these KPIs and doesn’t focus as much on lesser-known KPIs. This results in unsatisfactory delivery of services, which impacts customers’ interest in your brand. Have a look at some KPIs that can make a real difference to your business prospects and hence should be monitored consistently:

1.      After Call Work Time (ACWT): Efficiency of agents is very important for ensuring high productivity. The time your agents put into logging calls, making case notes and getting ready for the next call impacts your outsourced customer care performance in more ways than one. First of all, it leads to long queues and enrages the customers who have to wait for their turn for a long time. Secondly, it breeds a careless attitude in agents who start taking their work casually. Therefore, ACWT should be monitored carefully by call center managers.

2.      Hold Time: While hold is a necessary requirement of call center operations, it has been found that agents often misuse it for taking a break or avoiding an irate customer. Each time the hold protocol is not followed or a call is placed on hold for longer durations, it leads to customer aggravation. Hence, it becomes important for any outsourced customer service operation to use hold judiciously and not exploit it. Therefore, this KPI should be monitored rigorously and offending agents should 1.      be disciplined.

2.      Calls Answered in the First Minute: Overseeing and enforcing this statistic is a direct responsibility of call center managers. Any customer who has to wait for over a minute is likely to feel shortchanged and may not be very polite when he actually gets through to a call center agent. Such delays in call routing make the already difficult task of customer service outsourcing agents even more difficult. Therefore, it is essential for the managers in a customer support outsourcing company to implement this KPI scrupulously.

Vcare is one of the best customer outsourcing companies in the world that lays huge emphasis on each and every call center KPI. It has a diligent team of agents and managers with experience of guiding many call center projects to success. To make the association even sweeter for companies, it is operational 24x7x365.

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Created on Dec 16th 2019 06:46. Viewed 395 times.

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