Execute Call Center KPIs Better with Customer Service Outsourcing
by John Martine AuthorWhen it
comes to call center services, it is vital to focus on call center parameters.
Also known as Key Performance Indicators (KPIs), these parameters actually
define the overall performance of work. Over a long-term, call center
operations experience various ups and downs, which often leads to a
depreciation of these parameters. As entrepreneurs are often busy in their core
operations, they cannot do too much about KPIs and the whole process lands into
trouble. For busy business owners, it is a better option to utilize customer service
outsourcing solutions that are already proven to deliver superior
support.
The
Most Critical KPIs in Customer Support Outsourcing Services
When it
comes to customer
support outsourcing services, there are some KPIs that are more
important than others. There needs to be a higher focus on these KPIs, if you
want to achieve the desired results. Below are some of the most crucial KPIs
that play a major role in the success of a call center operation:
·
AHT: Average Handling Time (AHT)
is an important statistic in a call center operation. The time agents take to
complete a call has a two-way impact on the process. Firstly, the customer
satisfaction is high when the AHT is low. Secondly, the number of calls in the
queue always stay manageable when the agents as a team are maintaining low AHT.
·
CSAT: Customer satisfaction (CSAT)
ratings are often an indicator of how good a customer care
process is. The fate of CSAT score is entirely in the hands of the
customers. They are the ones who decide whether the agents who have attended
the call deserve a positive rating or a negative rating. It all comes down to
the experience, call-handling skills and process knowledge of the agents. In
short, CSAT is a sum product of the total call quality from the perspective of
a customer.
·
Call Waiting and Call Abandonment: The
time customer spends in the queue often decides his mood when the call actually
lands on the workstation. Higher call waiting means customers are already
aggravated, and might be difficult to handle. In instances where the call
waiting goes beyond reasonable time limit, customers often end up disconnecting
the calls.
·
Total Calls Answered: For a
company that is anticipating a high call volume, it is best to look at customer care service
outsourcing companies
that can scale their process according to the growing requirements. When you
know for sure that the vendor will be able to meet any requirement, you can
stay completely assured about the results.
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Created on Aug 13th 2020 08:08. Viewed 364 times.