Three important indicators for Call Center Performance

Important indicators for Call Center PerformanceIn simple words, performance can be defined as the art of achieving perfection and efficiency, consistently. Call center’s performance, similarly is all about achieving the best quality in calls and maximizing the quantity of calls received, consistently.

We may say a call center is high-performing if its agents’ response to customers is consistent, whether it is peak time when call volumes are really high, or in the lean period when call volume dips. The average call centers are distinguished from the leading call centers, only by a comparison of performance between the two.

Five such important indicators of a call center performance are given below:

Call Resolution Efficiency

The key function of an inbound call center is to troubleshoot and resolve the problems of the customers calling in. If the problems of customers don’t get resolved in their first call, then they are compelled to call up again and again. Sometimes the final solution is reached in two calls, sometimes in three. Sometimes the agent is able to resolve the issue, sometimes it has to be escalated to the supervisor level.

A good performing call center is likely to have maximum customer complaints resolved in the first call itself. This is called as the first call resolution rate. A call center, whose second or third call resolution rate is higher than FCR, needs to re-train its agents in the art of solving customer problems. Also the dependence on supervisor for trouble-shooting needs to be reduced. Transferring a call to the supervisor should occur in the rarest of the rare cases, and not the norm.

1. Response Time for Service

A call should be picked up after first two rings, not more, not less. And once the call is connected, the agent should be either made available immediately, or in case of IVR, the option to reach to agent should be offered in the first five seconds of the call.

Doing so leads to a swift response time, which constitutes a key performance indicator of a call center. Delaying of service availability is almost like denying of that service to the customer.

Unwarranted delays in service access will also lead to a negative customer experience, and more customers are likely to get irritated due to the stretched waiting periods.

2. Adherence to Schedule

While each call center might be preparing a forecast and agent schedule, a high-performing call center has the unique ability to implement its plans.

The work environment is disciplined and the agents adhere to the given time-tables.

The presence of these three qualities in a call center indicates towards its ability to deliver perfection and efficiency in its solutions, consistently.

Offshore email support service for better customer engagement

We may say that the ‘e’ in e-mail, does not stand for ‘electronic’ any more. The ‘e’ now stands for ‘essential’. E-mail has indeed become essential for engagement with customers.

A recent survey revealed that as many as 74 percent people preferred to send an e-mail to Email-support-servicesthe customer support, instead of calling them up. People who had internet enabled mobiles said that they would rather send an e-mail on the go, instead of calling the customer service agent. This fondness for e-mail will only grow in times to come. People are choosing non-voice support services like e-mail and online chat over the voice-support. This makes it very important for businesses to invest in email support services, if they haven’t done until now!

In times to come, more and more people are going to flood the inbox of customer support. So the businesses now need to get e-mail support services so that they can respond to each customer appropriately and promptly. Here are some reasons why businesses can’t ignore e-mail communication:

  1. Most order queries come through e-mail

Most people who want to place an order will first send a query through e-mail. And the business must assume that this same query has been sent to their competitors as well. Usually an uncertain undecided customer who is just exploring the market will send his queries to many prospective vendors. The vendor who sends the swiftest reply acknowledging and answering the e-mail usually gets the final order.  So if your business is not able to read and reply to all the e-mails on the same day, then you are losing out on business orders and crucial revenue.

2-  Most professionals use e-mails

People who are a part of the corporate culture are habitual to sending e-mails and maintaining a record of their important communication. These professionals also constitute an important customer segment. If these people use and recommend your product to others, then it can prove to be the best word of mouth marketing that you can ever have.

3- Most young people use e-mail

The younger population is highly internet-savvy. So starting from searching for the product they want, to placing an order for it, they use the medium of internet. If they want to know anything regarding a product, they will find out the e-mail id of company representative and send across their query. To target this young generation is important for any company as they are the ones who are the core consumers and can be converted into lifetime buyers.

A company should always have a team of trained professionals to respond to the e-mails. Vendors which provide offshore technical support services and chat support, usually also offer e-mail support.

So if a business wants to develop stronger customer relationships, e-mail is essential!