The internal scorecard shows a mixture of a staff’s control and improvement about their work. Rather than looking into the internal scorecard to know how well the employee is performing.
The company owner should instead, look into his customer dealing approach. His conversation skills over call center software are equally important.
The latest call center survey has indicated that even slightest of errors during live chat could leave around 90% of customers in a dissatisfied state. Every effort should be exerted to ensure 100% efficiency while serving customers.
Not everything can be measured over a scorecard, but “customer dealing” is more important.
1) Customer Satisfaction can’t be Gauged: Whatsoever, a business firm can’t measure the satisfaction of its customers.
However, an entrepreneur may get some insight about the same via future behavior of the customers.
Utilizing the feedback option is another way to grab the customers’ response and satisfaction level relating to the particular product.
2) Time to Converse with Customers: Another way to measure the efficiency of the staff is by analyzing the total time he takes to chat with customers.
But, still, the individual capacity of the staff to convince a customer successfully to buy a product directly from the company matters much.
A recent customer survey has stated that around 65% of the customers find it extremely delightful to give their honest feedback about company’s particular products or services.
So, apart from looking into the metrics and scorecard, the employee should also focus towards customers’ raw feedbacks to get some hints about how his staff is performing.
3) Non-conversions into Sales is Different from Employee’s Dedications: Despite of the staff’s best efforts, a telephonic pre-sales inquiry might not lead to closure.
Then what would you say? Was it a mistake of your employee? Obviously, in the world of business, customer is all about unpredictability.
Sometimes, they understand everything but eventually decline to buy a product or service.
The firm owner needs to look into the aspects of what could have led to non-conversion of the chat into sales.
In several cases, employee’s productivity and efforts remain 200% sans any sales effectiveness.
4) Customer’s own Level of Calling Etiquette Matters: This is another most important aspect of customer’s efficiency.
It doesn't matter whether the telecaller is successfully converting each of the calls to prospects or not, but his way of convincing the customers is important.
If the employer feels that his style of communication requires more training, then it should be imparted to him without any delay.
According to the latest statistics, around 70% of the customers feel that repeating same things to customer care representatives is indeed irksome.
So, when a telecaller is skilled and knows the basic calling etiquette then obviously he will record the customer’s call details inside the system via IVR process.
Case Study
A contact center owner was unable to find out the efficiency of its staff. He has a team of 12 employees. More or less, they were well experienced.
The best call center software was already installed into the system to enhance the efficiency of the staff.
Exactly, just before the holiday season, the company decided to gauge the real performance of its team members.
Out of 12 employees, around 8 employees were high-performing while 4 of them couldn't perform as per their full potential.
Looking into their computers and system hardware, the company found that all 4 call center executives had to work with minimal networking infrastructure and obsolete call center solutions.
These employees were highly skilled but due to poor technology, neither IVR nor flawless network connectivity could be obtained.
Without looking further, the company instantly installed the advanced version of the call center software solutions in the system and integrated the same to all computers via networking.
Next couple of months, the company recorded 17% rise in its profits and interestingly, even those 4 employees did well. Their sales conversion rate rose to 73% from 65%.
The company’s trick of installing the online call center software worked well. It helped the contact center’s revenue grow more. The company saluted all the 12 employees for their constant hard work and efforts.
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