Monitoring Leads to Excelling in Services – Syrow

Organizations invest a large sum of money to set-up an established call centre. Though outsourcing the call-centre services is a trend, however keeping in the mind the key parameters that help in achieving a grand success for your company shouldn’t be ignored.

When we refer to the key parameters, monitoring plays an important role as this parameter plays a decisive role in maintaining the quality and excellent customer satisfaction with your company.

Let’s understand what is monitoring first.

Call Quality Monitoring refers to the methods employed to improve call-centre efficiency and customer satisfaction

Next question that comes normally is, “What are the different ways of resolving call quality auditing to reach a said goal?”

Before we actually get to the different ways, it is imperative to understand KPI.

Yes, you got it right.

KPI, i.e., Key Performance indicator metrics are the metrics used to measure performance and quality of the call centre.

Where there are numerous ways of implementing monitoring, we at Syrow follow the below-given ways to give impeccable quality and performance thereby, leading to exceptional customer satisfaction and building a brand for your company.

Average Wait Time

This metrics is calculated based on the time it takes for a caller to get connected to an advisor to get his issue resolved. In short, Average time in the queue. It is actually exasperating to wait to just get your call answered especially if it is made to a call centre.

Isn’t it?

No one wants to wait in a queue for a long duration of time. We scope this KPI to ensure that every caller’s wait time is within a satisfactory range. This metrics is directly corresponding to customer satisfaction and it inversely affects, if this average time goes beyond their strength or acceptable range as specified. It is definitely a great indicator of your service towards your customer. Syrow is very particular that the customers are handled very properly and they get the deserved service.

Average Abandonment Rate

One of the most common occurrences in the call centre industry is that of an exasperated customer hanging up before connecting with an agent. We can understand the level of frustration that a customer goes through before connecting with an agent. It is so obvious that this frustration can adversely affect customer satisfaction. We are sure that no one wants even a single customer to leave their company. Syrow understands the importance of customer and how their retention and satisfaction is important for the company and values this. That’s why it takes a keen interest in ensuring that there is not a single customer who hangs up a call. In other words, we ensure that call abandonment rate is nil or is at least within an acceptable range.

This KPI refers to the percentage of calls answered within the specified time by an agent.  Syrow ensures that this is visible to both the agent and managers in metrics dashboard which can help them to maintain this KPI within the acceptable range.

Average Speed of Answer

The average speed of answer is the moderate time it takes for calls to be answered in the call centre during a particular time frame. This involves the time spent remaining in the queue to get connected with an agent. Syrow insists that the managers keep a track of this parameter while assessing their team’s efficiency and degree of availability to their callers.

Average Handling Time

Average handle time is the total time that a customer spends to get his issue resolved. It includes actual handling time, time for which customer was kept on hold and also the time, it took to wrap up the call. It is one of the most commonly defined KPIs in the call centre industry. Knowing the importance of this metrics and its direct connection with customer satisfaction, Syrow never leaves any stone unturned to achieve this.

Average After Call Work Time

Agent’s work doesn’t end once he is done with the call. There is a lot of another work post the call that takes his time such as updating the database, informing the team or manager in particular, sending relevant emails. Syrow ensures with the managers that the time spends after a call is minimized so that the advisor’s on the call productivity increases.

First call resolution

Have you wondered how satisfied a customer feels if he gets the resolution of his problem in the very first attempt?

First attempt i.e., without going on hold, or any kind of call transfer or escalation.

His happiness wouldn’t know boundaries. Isn’t it?

That kind of KPI is the first call resolution and as you can understand it is very important as far as the satisfaction of the customer is considered.

That’s why Syrow has kept this KPI, as one of the essential metrics while measuring customer satisfaction.

Customer Satisfaction

The objective of any service provided to the customer is eventually The objective of any service provided to the customer is eventually Customer satisfaction. This KPI plays definitely pivotal role and fortunately can be acquired from different KPIs. Whatever methodology is being used, this KPI is definitely most required to estimate the efficiency of the call-centre services provided.

Syrow gets customer satisfaction scores through well-designed customer surveys and other quality assurance measurements.

 Call Wrap-up time

Call Wrap-up time refers to the actual time spent by advisors on calls and otherwise, in completing the work related with the calls. This KPI tracks the actual time taken to resolve an issue with the customer, which might include on the call time, any kind of hold or transfer or escalation along with jotting down the notes or completing the closure of the issue.

Syrow tracks this KPI to track the actual time taken along with ensuring the advisors time is constructively utilized and his productivity is not compromised owing to work-load.

Agent Absenteeism

Are your advisors always reporting to work as per their roster?

The answer is definitely No. In reality, agent absenteeism is also one area, which affects the cost of the company. Therefore, this is also a KPI that can be helpful in developing a budget as well as optimizing workforce management practices, which are the strengths of Syrow.

Agent Attrition

Investment effectively. One major area which utilizes more of capital is that of hiring and training of advisors.

Imagine, if the trained advisors quit without being productive for your company?

It adversely affects the cost involved, team morale and also the scheduling of advisors.

A good outsourcing service provider wouldn’t hesitate to include this as KPI as these directly affect customer satisfaction, agent effectiveness and along with the efficiency of the call centre. That is why Syrow tops the list as we always keep back up of trained advisors in a queue so that in such scenarios, we don’t land up in any kind of soup and also maintain the commitment and brand image of the organizations associated with us.

Volume Forecast

This KPI is essential from planning the staff during the peak volume and otherwise. As Syrow is an experienced outsourcing service provider, it understands that there is peak volume and there are normal volume days and accordingly plans the staff to be allotted for your projects to let it run smoothly.

Conversion Rate

we are mainly an inbound customer service centre so the metrics will be order placing, Booking, service request registering, signing up, resolution providing, up selling & cross selling, follow ups etc. Syrow keeps a good track of this metric, which helps them to train the advisors accordingly to get the maximum conversion rate.

Syrow understands the importance and keeps a close eye on KPIs and ensures that they are productively implemented.

For your Customer Service requirements or guidance, contact us today at www.syrow.com or call us at +91 80 4611 3003 or +1 415 813 6373. Our teams are waiting to hear from YOU.