Call Center Real Time Management - 9 Fundamental Tried and Tested Formulas

Dec. 17, 2010 - PRLog -- Call Center Real Time Management

We, here in this article will talk about how a simple inbound call center evolves into a multi dimensional outsourcing service provider and so does its performance management problem as well. With advanced technology and brightest minds, call centers expand and upgrade themselves to the next level of services and quality. But we need to understand that as call centers, their services and outsourcing trend have changed; their performance management techniques need to be changed as well.

To determine the standards and quality of working, we are presenting 18 performance measures in terms of services, quality of work, efficiency and profitability of their services and impact of their support on a business and its growth.

We are analyzing these mentioned performance measures in two aspects of work levels: one for ordinary call center and another contact for multi level support provider contact center.

Performance Management in terms of Service

The most important measures of performance are those associated with service. Some of these measures are the same for both a call center and contact center, while some will need to change slightly to reflect the new types of transactions.

1. Blocks and Hurdles

Blocks and hurdles are indicated as time when customers are not able to get through the network due to insufficient facilities at work. The busy signal, dropped calls and other situations can be count as such. These obstruct the speed of performance and have adverse affect on quality of services. Also, it has negative effect on customer satisfaction.

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2. Abandon Ratio

The dropped calls do impact the retention and revenue generation of call centers. They understand that making your customer wait in queue to receive a call is not going to take you anywhere. Nonetheless, it cannot be eliminated properly. There are number of factors that affect this factor such as caller's patience, the time of call and other alternatives of getting in touch like email or dropping a number to call back.

3. Self-Service

Now, when market is expanding and customer base of organizations are growing, their partner call centers are adopting new measures to attend them. Most of them are adapting self-service facilities that help customers to choose their operations and help menu by themselves.

In a contact center, the performance can be tracked by observing how many times help menu was accessed and how many times a live agent was called upon?

4. Service Level

Service level consists of determining the most average speed of processing a request. Some of Call Center Outsourcing Services and contact centers measure the response time taken by the customers as well.

5. Maximum Delay in Queue

Another measure of speed is to calculate the longest time a customer was made to wait. This is also referred as worst case.

Quality Measures

6. First Resolution Rate

The first call resolution is called one and done in call centers which is very critical and significant for the performance levels of a Outsourced Call Center. The factors contributing in this performance measure are the team that handled the query, time of call and nature of query.

7. Rate of Transfer

The seamless nature of a process of a call center can be determined by the rate of transfer. How much part of the work was handled over or transferred to another team or person, also counts.

8. Communications Skills

How well versed customer support executives are and how they behave with customer can either bog down your reputation or soar it above the clouds. This quality measure can be monitored through observance, reviewing the performance and proper reporting channels.

9. Procedures Adherence

This helps to integrate value and customer satisfaction together. Your agents should be willing to stick to workflow and shifting of process. Also, they should feel obliged to call scripts because they are trademark of your call center and brand awareness tactic for your client. Get Internet #1 - Call Center Real Time Management @ http://timecure01.webs.com and find out how you can Maximize Your Time!

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