What are the KPI’s of Contact Centre Operations, for In House or Outsourcing?

If you’re planning to setup an in-house call centre or have one already, you invariably deal with a lot of numbers, stats and metrics. These are crucial to dictate the performance and efficiency of your operations, and hence directly affect your overall customer engagement model. Whether you’re running a domestic call centre or an international one, there are certain KPIs, or Key Performance Indicators that you must pay attention to. Any hiccups that arise in these key parameters could be detrimental for your business and result in poor customer service, and may ultimately lead to loss of customers.

If you’re a business owner looking for a Customer Care Provider to outsource operations, please ask the following questions to gauge the level of customer service. Alternatively if you have an Inbound Call Center team in-house, these metrics can indicate your team’s efficiency.

What is the Response Time/Service Level of calls?

The Response Time is a certain percentage of calls answered in a designated time, like for example, 70% of calls answered in 15 seconds. The Service Level becomes a crucial metric which determines how effectively you’re running your operations. All contact centre managers keenly look at this KPI so as to ascertain how to best handle your customers. Generally the larger the percentage of calls answered in as fewer seconds as possible, shows a high performance level.

What is the Call Abandonment Rate?

This is the percentage of callers who disconnect the calls before an agent answers. The golden rule of any call centre is to address the concerns of the customers as quickly as possible. Likewise, it’s never a good idea to keep your customers waiting in the call queues long enough for them to get irritated. Make sure this KPI as low as possible, with zero being the ideal figure.

What is the Average Handling Time of Calls?

This KPI also referred to as AHT, is the average time spent by your agents addressing the queries of your customers. Once an agent connects with a customer, the goal is to quickly provide solutions/answers to the customers’ questions/problems and close the call soon. You need to understand that your customer too would appreciate spending the smallest amount of time talking to your agents.

What is the Agent Occupancy?

This is a KPI that may not directly affect the quality of Customer Service Outsourcing, but important enough to ensure smooth operations. This is the amount of time your agent spends to answer calls and fulfil the secondary tasks such as pushing emails, filling out excels, etc. The Agent Occupancy rate has to be optimal and realistic enough that the employees don’t get fatigued.

What is the First Call Resolution rate?

First Call Resolution or FCR, is probably the most important KPI to achieve the highest levels of customer satisfaction. When a customer’s call is answered and all of their queries are addressed without transferring the calls or any follow-ups, FCR is said to be achieved. This KPI alone has a massive impact on customer satisfaction as well as reduced operating costs.

What is the Contact Quality?

Also a key metric used in Customer Service Outsourcing industry the world-over, irrespective of size or industry niche, Contact Quality is used by managers for process improvement, training, agent performance and so on. The interactions between the agent and the customer are recorded and monitored to assess whether certain criteria are met, exceeded, or not met at all. This job is carried out by the Quality Assurance Specialists who carry out a detailed evaluation to rate the performance. Key indicators may include: Greeting the customer appropriately; being courteous and professional on the call; capturing key data from the customer; provide accurate information; FCR – First Contact Resolution.

There may be a few more metrics that are measured by managers; however, the ones above are the most vital KPIs that have to be paid attention to in order to ensure your contact centre is primarily functioning well.

Trust Syrow to get all the KPIs Right and Reduce Your Operating Costs

When you have to run a small-to-medium business, it’s hard to balance out your core business model as well as run a contact centre that does justice to customer service quality. The challenges of quantitatively monitoring, measuring, and assessing the KPIs becomes a daunting task, and could make you lose focus on your prime business objective. Why don’t you leave the business of managing customers to experts and help you to expand and grow your business?

Syrow has vast expertise in providing 24hr Customer Service at highly competitive rates enabling all small-to-medium business organizations to leverage our customer support operations. We have an excellent and well-trained team to handle customer queries and achieve the highest levels of customer satisfaction while keeping the cost of operations at a minimal.

Most Call Center Companies rely on a single metric (FCR) to achieve maximum efficiency while hampering the service delivery and resulting in poor overall customer service. However, we have a unique way of strategizing and dealing with KPIs at Syrow such that we have a 360-degree view of the metrics to ensure great customer service. We focus on building loyalty with customers on your behalf by maximizing the opportunity while interacting with them. Let Syrow be your voice when speaking to customers and help you achieve your business transformational goals. Talk to us if you need 24hr Phone Support or 24hr Chat Support or 24hr Email & Social Media Support, and our executives will be happy to answer your questions.

In order to get in touch with us, please visit https://www.syrow.com/contact-us/. You can also email us at support@syrow.com or call us on +91 80 3353 9319