Why You Need Call Center Metrics
What are Call Center Metrics? In order to determine if your department is running efficiently, it is important to establish a set of KPIs or key performance indicators, otherwise known as metrics, to measure your productivity against.
You need to assess what factors are critical for your business rather than simply set the standard metrics that may or may not be applicable.
Things like call response time, customer satisfaction, employee punctuality, the amount of time an employee is on the phone and how efficiently they handle problems or requests are some typical metrics that can help you analyse how well your call center is functioning and where changes need to be implemented.
Why are Metrics Important in Telemarketing? Without metrics it is difficult to to manage and analyse call center information and success.
A good telemarketing call center needs to be large; perhaps more than 50 employees adhering to the same program, which means hundreds or thousands of calls being handled each day.
If a metric like first call resolution is not in place, which determines how many problems are resolved after only 1 conversation, then many of those hundreds of calls are repeat callers and therefore unnecessary.
By assessing performance using that metric, a manager is able to determine where the cause of the inefficiency lies and make changes to help the team become more productive.
Additionally, a more productive team that can handle calls faster and more effectively could result in a need for fewer people and cost savings for the company.
Establishing the right metrics can help a company become more profitable.
How Companies Gather Metrics Metrics are an essential part of call centre management, but they need to be calculated carefully.
You need to determine what factors are most important for your company and for your reputation.
If speed is the key element that people know you for, then you have to set metrics based on amount of calls answered and time a customer waits on hold, but if your reputation is more based on quality, then speed will not be measured but instead first call response or technical ability will be checked.
Knowing what your company stands for and boasts is how to determine the call center metrics that will be most valuable for you, because you can't be everything.
You will need to make difficult decisions on the areas you are willing to sacrifice to gain customer satisfaction.
You need to assess what factors are critical for your business rather than simply set the standard metrics that may or may not be applicable.
Things like call response time, customer satisfaction, employee punctuality, the amount of time an employee is on the phone and how efficiently they handle problems or requests are some typical metrics that can help you analyse how well your call center is functioning and where changes need to be implemented.
Why are Metrics Important in Telemarketing? Without metrics it is difficult to to manage and analyse call center information and success.
A good telemarketing call center needs to be large; perhaps more than 50 employees adhering to the same program, which means hundreds or thousands of calls being handled each day.
If a metric like first call resolution is not in place, which determines how many problems are resolved after only 1 conversation, then many of those hundreds of calls are repeat callers and therefore unnecessary.
By assessing performance using that metric, a manager is able to determine where the cause of the inefficiency lies and make changes to help the team become more productive.
Additionally, a more productive team that can handle calls faster and more effectively could result in a need for fewer people and cost savings for the company.
Establishing the right metrics can help a company become more profitable.
How Companies Gather Metrics Metrics are an essential part of call centre management, but they need to be calculated carefully.
You need to determine what factors are most important for your company and for your reputation.
If speed is the key element that people know you for, then you have to set metrics based on amount of calls answered and time a customer waits on hold, but if your reputation is more based on quality, then speed will not be measured but instead first call response or technical ability will be checked.
Knowing what your company stands for and boasts is how to determine the call center metrics that will be most valuable for you, because you can't be everything.
You will need to make difficult decisions on the areas you are willing to sacrifice to gain customer satisfaction.
