When it comes to call center services, it is vital to focus on call center parameters. Also known as Key Performance Indicators (KPIs), these parameters actually define the overall performance of work. Over a long-term, call center operations experience various ups and downs, which often leads to a depreciation of these parameters. As entrepreneurs are often busy in their core operations, they cannot do too much about KPIs and the whole process lands into trouble. For busy business owners, it is a better option to utilize customer service outsourcing solutions that are already proven to deliver superior support.
The Most Critical KPIs in Customer Support Outsourcing Services
When it comes to customer support outsourcing services, there are some KPIs that are more important than others. There needs to be a higher focus on these KPIs, if you want to achieve the desired results. Below are some of the most crucial KPIs that play a major role in the success of a call center operation:
- AHT: Average Handling Time (AHT) is an important statistic in a call center operation. The time agents take to complete a call has a two-way impact on the process. Firstly, the customer satisfaction is high when the AHT is low. Secondly, the number of calls in the queue always stay manageable when the agents as a team are maintaining low AHT.
- CSAT: Customer satisfaction (CSAT) ratings are often an indicator of how good a customer care process is. The fate of CSAT score is entirely in the hands of the customers. They are the ones who decide whether the agents who have attended the call deserve a positive rating or a negative rating. It all comes down to the experience, call-handling skills and process knowledge of the agents. In short, CSAT is a sum product of the total call quality from the perspective of a customer service.
- Call Waiting and Call Abandonment: The time customer spends in the queue often decides his mood when the call actually lands on the workstation. Higher call waiting means customers are already aggravated, and might be difficult to handle. In instances where the call waiting goes beyond reasonable time limit, customers often end up disconnecting the calls.
- Total Calls Answered: For a company that is anticipating a high call volume, it is best to look at customer care service outsourcingcompanies that can scale their process according to the growing requirements. When you know for sure that the vendor will be able to meet any requirement, you can stay completely assured about the results.
