Implement Call Center KPA Better with Call Center Outsourcing Services
When
your customers are kept satisfied, your business’s image improves. But
maintaining a high level of customer satisfaction is not an easy task. A lot of
things need to fall into place for achieving the desired results. From a
management’s point of view, certain customer support and process metrics need
to be maintained. So, while choosing call center outsourcing company,
it is vital that you choose a vendor who can deliver on Service Level Agreement
(SLA) and keep the metrics as per expectations.
4
Essential Metrics Every Call Center Outsourcing Company Should Focus On
There are
many call center metrics that need to be supervised for consistent call center
operations. However, there are certain metrics that are more important than
others. Below is a list of crucial call center metrics that every call
center outsourcing companies should focus upon:
Agent
Response Time
When it
comes to phone support, there is a certain time within which customers expect
the call to be answered. A survey has found that 3 minutes is considered to be
a reasonable time by customers while waiting in a call center queue. And, 24 hours is considered to be an
acceptable time limit while waiting for a response over email. To enforce the
response time metrics, management and QAs need to be on their toes. They should
check that agents are not wasting time on call wrap ups, and at the same time
maintaining an acceptable Average Handling Time (AHT).
First
Call Resolution (FCR)
A call
center outsourcing services with skillful and well-trained agents can
help you maintain a good FCR. Due to their knowledge and expertise in the
process, agents are able to understand the problem instantly and guide the
customers towards the resolution quickly. It is also important that the
management sorts out difficult issues from the simpler issues and creates
categories in the Interactive Voice Recording (IVR) menu, which allow customers
to reach the right department. For example, if an issue is difficult and tier-1
agents are expected to take a longer time in resolving them, then the customers
should be directly routed to tier-2 agents.
Call
Abandon Rate
When a
customer calls in for getting help, he expects someone to receive the call. But
unfortunately, it is not always the case. Due to one reason or another, calls
often get disconnected and the customers are left in a lurch. Although it is
almost impossible to attend every call that is made by every customer (due to
technical issues and other process-related reasons), the call abandon rate
should still be kept within acceptable limits. Choose call
center outsourcing services that conform to the SLA and maintain the call
abandon rate as per your expectations.
Hold
and Mute Time
Some
agents simply love to put customer on hold and take a rest while wasting
customers precious time. Mostly, it happens in call centers that are not run
professionally. A seasoned call
center outsourcing company offers incentives to its agents to maintain
a low hold and mute time. The agents are also disciplined by Quality Analysts (QAs)
if they are observed to be indulging in such unethical practices. Hence, hold
and mute times are always maintained when you partner with a veteran call
center outsourcing vendor.
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