Evaluation of efficiency of your work is highly important as it lets you understand exactly what is working in your favor and things that can or are possibly ruining your credit in the market.
That is why, experts’ advice focusing on Key Performance Indicators (KPIs) to find out the solutions for improving work efficiency by tracking the data generated every day using the call center software.
For determining the service efficiency you take into consideration several KPIs that helps you to measure various parts of your performance such as agent turnover rate, call time, first contact resolution and so on.
Monitoring and measuring these KPIs give you a clear cut idea as to where exactly should you improve and then accordingly chart out a plan.
How To Find The Right KPIs For Evaluation?
So, KPIs are the best tools for improving the work efficiency. But then, there are several such KPIs. How to find out on which KPIs should you focus?
It is because, in any case you focus on too many KPIs at one time then it is not going to give you a proper result.
Being realistic is the first thing when you want to pick up the few KPIs for evaluating your performance as you are not going to improve each and every aspect of your working in one go.
Do You Know Your Call Center Well?
Knowing your call center well and understanding the key problems that are haunting your services is the first step to start with.
When you are trying to determine the KPIs for evaluating your performance, check out where you need more improvement. Is your contact center overwhelmed by calls despite using the latest call center software solutions?
In such a case you would definitely like to reduce the time span spent by your agents on the phone. But more importantly, the work efficiency will improve only if, the number of calls are also reduced entirely.
In the case of such a problem, you need to focus on KPIs such as percentage of calls blocked and average time on hold when the agent cannot be available.
Here you need to monitor the nature of the event that is responsible for the call. Find out whether it is the web page that the customer visited prior to the call that made him contact the agent?
Using these KPI’s as tool, you can track down as to why the customers are not solving their issues on their own and instead are calling your call center agent.
Check out if there is any flaw in your Help pages or FAQ to get to the bottom of the problem.
Does Your Call Center Service Need Improvement?
In whatever case there are complaints regarding service provided by your agents and you want to improve your service, then, you must focus on KPIs such as call resolution, abandoned calls, customer satisfaction, and the amount of time an agent spends on speaking with the customers.
Once you start measuring the performance of your agents in these metrics you will have a better idea about the causes of the problems leading to inefficient customer service.
So depending upon the problem you are facing you can focus on different KPIs and solve the issues leading to inefficiency within your call center company.
Case Study
Let us consider a case of ZecTech Call Center Company which serves Insurance Corporation and takes care of its entire customer service.
Problem
The call center company has well-trained agents who are well informed about the different insurance products of the Insurance Corporation they are working for.
Moreover, the agents are highly experienced, skilled in handling the best call center software and hence superficially it seemed that the working of the call center is going on smoothly.
However, it was not the truth. The agents kept on receiving overwhelming calls leading to call abandonment and at times they even had to cut short the first call to talk to another customer on line. It led to a lot of customers being dissatisfied as their calls were not answered in time.
Solution
ZecTech management decided to track down the reason that led to increase in the number of calls. During their survey the officials found out that the Help page on the company’s website did not properly answered the queries of the customers leading to the overwhelming call rates.
The company tracked down the most common questions of the customers through the data they received every day and uploaded their solutions through FAQ’s on the website.
Result
Since the customers now were getting solutions to most of their queries online, the number of callers slowly came down.
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