How to Measure Call Centre Performance More Accurately

It cannot be denied how the call centre industry has been very successful in whatever portion of the world nowadays. Certainly, many businesses are recognizing the need to put up call centres so that they can better attend to the needs of their customers, thereby having a stronger chance of realizing these needs in a timely manner. But when it comes to evaluating call centre performance, this can only be done via the use of the balanced scorecard.

Call centres play a very vital role in the success of any company, simply because call centres have direct contact with the very clientele of the business or enterprise. Typically, companies that outsource part of their operations to call centres are the ones that are very huge in terms of size and operations. These companies are, more or less, international ones that just do not have the time to cater to every customer care phone call made regarding their products and services. This is not because the companies do not care about their customers at all. On the contrary, it is because they care about their customers so much that they want to devote more time and revising their existing products, as well as creating new ones, just so they can cater to the needs of their customers. Thus, the need to enlist the services of call centres.

So, it would not be unusual to find a call centre taking on different accounts or different companies. Inevitably, it follows that the processes of measuring performance would differ as well. This actually makes the process of measuring performance a bit complicated, since each account would come with different needs to fulfill. Thus, it would be so much better to make use of a balanced scorecard to monitor performance more accordingly.

Depending on the needs of the accounts that the call centre would handle, there would definitely be certain performance measures that would be similar across the different call centres in the market. These would include the following: ATT or average talk time, AHT or average handling time, SL or service level, percentage of resolved issues, percentage of unresolved issues, customer satisfaction, number of calls handled by agents each hour, and the delay customers experience while waiting for agents to take their calls. By paying attention to these performance measures, it would then be easier for you to measure the performance of the call centre itself. Of course, there would be more performance measures to include in your balanced scorecard, and they should be reliable to the operations of the different accounts as well. Thus, it is important to determine the different performance measures that bear some sort of relevance to the very operations of the accounts. It is important to take note here that the number of performance measures used does not really equate to success. Having a few but extremely relevant performance measures can be enough to do the trick.

With the implementation of an effective balanced scorecard, measuring call centre performance will certainly become an easier process to complete.