Ways to provide accurate call center statistics in 2018 - PowerPoint PPT Presentation


Title: Ways to provide accurate call center statistics in 2018


1
How to provide accurate call center statistics
in 2018
2
Introduction
  • The success of a call center is dependent on a
    very real-world parameter over and above all else
    direct customer satisfaction.
  • All other metrics that govern the operations at a
    call center are centered around the
    all-encompassing and all-important idea of
    raising the level of customer satisfaction.
  • Whatever call center statistics are maintained,
    the central idea is always based on how to
    improve the quality of service so that customers
    might react more favorably to the companys
    actions.
  • A contact center is an interface between a
    company and its customers.
  • While it is essential for a company to set up its
    call centers with diligent staff and provide them
    with the tools necessary to start off with
    customer service proceedings, often that is not
    enough in the long run.

3
  • Call centers can employ various modern call
    center software to help their cause, and train
    their agents to perform to the best of their
    abilities, but to establish itself the company
    needs specific statistics to be evaluated
    regularly, and changes to be brought about based
    on the indications that these numbers provide.
  • The keyword for the survival of any industry in
    the modern market is being dynamic.
  • If you are unable to read into the data that is
    generated and take decisions based on it and be
    willing to change your model of operations to
    suit the current demands, you are doomed to
    failure.
  • That is why it is extremely crucial for
    businesses to do two things right with respect to
    their customer service models first, to
    identify the correct metrics to focus on and
    second, to know the way operations must be
    modified to bring a wayward metric back on track
    as soon as possible.

4
  • Statistical improvements can have a major bearing
    on ultimate sales figures as well.
  • For example, an SQM Group survey back in 2015
    found that for US call centers, a 1 improvement
    on the first call resolution rate meant an
    average annual operational savings of just over a
    quarter of a million dollars.
  • Therefore, there is clearly a need to make
    data-driven decisions and implement the strategy
    that allows for these key performance indicators
    to reflect favorable numbers.
  • Keeping the importance of these numbers in mind,
    and the sort of impact it has on the end goal of
    the company, here are the statistics that will
    govern the success of call centers in 2018, and
    how best to measure them accurately.

5
Cost Statistics
  • There are certain costs associated with the day
    to day workings of a call center.
  • Cost statistics are those that concern themselves
    with the dry skeleton of finances recorded by the
    call center over a period of time.
  • The working operations cost of the call center
    increases and decrease proportionate to elements
    like the volume of inbound calls, the number of
    agents, hours billed and work efficiency in
    general.
  • There are industry standards, or benchmarks of
    comparison to determine whether the costs are
    lined up as expected or not.

6
Productivity statistics
  • Sometimes, a raw indicator like cost is
    insufficient to provide the full picture.
  • To understand the nitty-gritty of operations we
    need to look at metrics that are more distributed
    in favor of utilization of resources, or
    dissipation of the costs incurred.
  • This is where productivity metrics come into the
    picture. It is an indicator of how the call
    center is using its assets be it the agents
    employed by the company, the call center software
    solutions being deployed or the level of client
    satisfaction being recorded.

7
  • It tells you how much of the effort being put in
    to fulfill given objectives are actually
    contributing to the cause in a qualitative
    manner.
  • Productivity stats falling below par indicate one
    of three things either agents are getting
    sloppy or not finding enough motivation to do
    their job, or that there is a new problem that
    has cropped up and they have been unable to find
    a solution so they are simply running circles
    around it instead, or that the technology that is
    being used is insufficient to bring about the
    results that are expected.

8
Quality of service
  • These service level statistics provide probably
    the most direct insight into how good or bad a
    job your agents are doing when interacting with
    your customers.
  • For example, one of the most common and important
    metrics in this section is the average waiting
    time for each inbound call.
  • This signifies the amount of time a customer has
    to wait between dialing in and actually getting
    to interact with a customer service executive.

9
  • Larger the waiting time, worse is the likely
    satisfaction level of the customer.
  • A high waiting time indicates that the call
    center does not have enough personnel to man the
    phones during peak hours, or that agents are
    spending too much time to resolve an issue, such
    that other callers are queuing up frequently.
  • Another important metric is forecasting accuracy,
    whereby you predict the peak points in the future
    and then compare your predicted results with the
    actual results to fine tune your analytics
    algorithms.
  • There are various other metrics like first call
    resolution rate, turnover ratio, lead generation,
    etc. which are all critical to the performance of
    the call center and by extension, the parent
    company.

10
Value addition
  • Does your agent genuinely understand the issue
    that the customer is reporting? Is the agent
    aware of the best possible manner to solve that
    particular issue?
  • Are the correct steps being employed in the
    procedure of problem solving?
  • Is the customer being kept updated regularly
    enough for them to feel reassured about the
    service being meted out?
  • All of these questions are answered in numbers
    that reflect the value that the company is adding
    in the customers business or personal life.

11
  • These metrics indicate how much of an effort is
    being made not just to resolve the problem that
    has been pointed out, but what sort of procedure
    is being followed for the same, and whether the
    clients wishes are being given priority over
    established norms whenever it can be done without
    affecting the performance.
  • It also talks about how well agents are
    interacting with the customers, whether they are
    able to leave their customers satisfied with the
    experience and if not, which specific areas do
    they go wrong in and why does the customer feel
    unsatisfied with those procedures.
  • It is a comprehensive effort to put into
    comparative numbers exactly how much of a service
    is being provided beyond the necessary minimums.

12
Agent performance statistics
  • Your employees are the lifeblood of your call
    center.
  • Monitoring their performance is crucial because
    it is the single greatest factor that drives all
    aspects of customer satisfaction and eventually,
    sales.
  • It is also important to gauge whether your
    employees feel comfortable at the workplace and
    are happy with their work.
  • Different measurements like Agent Occupancy Rate,
    Absenteeism Rate, Agent Attrition Rate, Schedule
    Adherence Rate, etc. are viable indicators of the
    commitment and work abilities of different
    agents.
  • Call centers should establish a scenario where
    managers and agents can freely talk about the
    performance metrics and make genuine suggestions
    about the areas in which improvements could be
    made, as it serves to the benefit of both the
    employee as well as the manager.

13
  • Changes in strategy, attitude, work ethic or
    procedures followed, always need to be backed up
    by data, so the agent is very clear about what he
    is expected to change and why, and the manager is
    also clear about how much of that change could
    reasonably be expected within a period of time.
  • Thus, we can see how there is a direct
    correlation between the metrics that are
    monitored and the impact they have on driving
    sales and retaining customers.
  • Obviously, there are many more streams on which
    the performance of a call center is judged, but
    there are the broad categories stressed upon, and
    have the most palpable impact of the performance
    of the overall functionalities.
  • Come 2018, these metrics are going to assume
    paramount importance due to their influence over
    the end result.

14
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Ways to provide accurate call center statistics in 2018

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Title: Ways to provide accurate call center statistics in 2018


1
How to provide accurate call center statistics
in 2018
2
Introduction
  • The success of a call center is dependent on a
    very real-world parameter over and above all else
    direct customer satisfaction.
  • All other metrics that govern the operations at a
    call center are centered around the
    all-encompassing and all-important idea of
    raising the level of customer satisfaction.
  • Whatever call center statistics are maintained,
    the central idea is always based on how to
    improve the quality of service so that customers
    might react more favorably to the companys
    actions.
  • A contact center is an interface between a
    company and its customers.
  • While it is essential for a company to set up its
    call centers with diligent staff and provide them
    with the tools necessary to start off with
    customer service proceedings, often that is not
    enough in the long run.

3
  • Call centers can employ various modern call
    center software to help their cause, and train
    their agents to perform to the best of their
    abilities, but to establish itself the company
    needs specific statistics to be evaluated
    regularly, and changes to be brought about based
    on the indications that these numbers provide.
  • The keyword for the survival of any industry in
    the modern market is being dynamic.
  • If you are unable to read into the data that is
    generated and take decisions based on it and be
    willing to change your model of operations to
    suit the current demands, you are doomed to
    failure.
  • That is why it is extremely crucial for
    businesses to do two things right with respect to
    their customer service models first, to
    identify the correct metrics to focus on and
    second, to know the way operations must be
    modified to bring a wayward metric back on track
    as soon as possible.

4
  • Statistical improvements can have a major bearing
    on ultimate sales figures as well.
  • For example, an SQM Group survey back in 2015
    found that for US call centers, a 1 improvement
    on the first call resolution rate meant an
    average annual operational savings of just over a
    quarter of a million dollars.
  • Therefore, there is clearly a need to make
    data-driven decisions and implement the strategy
    that allows for these key performance indicators
    to reflect favorable numbers.
  • Keeping the importance of these numbers in mind,
    and the sort of impact it has on the end goal of
    the company, here are the statistics that will
    govern the success of call centers in 2018, and
    how best to measure them accurately.

5
Cost Statistics
  • There are certain costs associated with the day
    to day workings of a call center.
  • Cost statistics are those that concern themselves
    with the dry skeleton of finances recorded by the
    call center over a period of time.
  • The working operations cost of the call center
    increases and decrease proportionate to elements
    like the volume of inbound calls, the number of
    agents, hours billed and work efficiency in
    general.
  • There are industry standards, or benchmarks of
    comparison to determine whether the costs are
    lined up as expected or not.

6
Productivity statistics
  • Sometimes, a raw indicator like cost is
    insufficient to provide the full picture.
  • To understand the nitty-gritty of operations we
    need to look at metrics that are more distributed
    in favor of utilization of resources, or
    dissipation of the costs incurred.
  • This is where productivity metrics come into the
    picture. It is an indicator of how the call
    center is using its assets be it the agents
    employed by the company, the call center software
    solutions being deployed or the level of client
    satisfaction being recorded.

7
  • It tells you how much of the effort being put in
    to fulfill given objectives are actually
    contributing to the cause in a qualitative
    manner.
  • Productivity stats falling below par indicate one
    of three things either agents are getting
    sloppy or not finding enough motivation to do
    their job, or that there is a new problem that
    has cropped up and they have been unable to find
    a solution so they are simply running circles
    around it instead, or that the technology that is
    being used is insufficient to bring about the
    results that are expected.

8
Quality of service
  • These service level statistics provide probably
    the most direct insight into how good or bad a
    job your agents are doing when interacting with
    your customers.
  • For example, one of the most common and important
    metrics in this section is the average waiting
    time for each inbound call.
  • This signifies the amount of time a customer has
    to wait between dialing in and actually getting
    to interact with a customer service executive.

9
  • Larger the waiting time, worse is the likely
    satisfaction level of the customer.
  • A high waiting time indicates that the call
    center does not have enough personnel to man the
    phones during peak hours, or that agents are
    spending too much time to resolve an issue, such
    that other callers are queuing up frequently.
  • Another important metric is forecasting accuracy,
    whereby you predict the peak points in the future
    and then compare your predicted results with the
    actual results to fine tune your analytics
    algorithms.
  • There are various other metrics like first call
    resolution rate, turnover ratio, lead generation,
    etc. which are all critical to the performance of
    the call center and by extension, the parent
    company.

10
Value addition
  • Does your agent genuinely understand the issue
    that the customer is reporting? Is the agent
    aware of the best possible manner to solve that
    particular issue?
  • Are the correct steps being employed in the
    procedure of problem solving?
  • Is the customer being kept updated regularly
    enough for them to feel reassured about the
    service being meted out?
  • All of these questions are answered in numbers
    that reflect the value that the company is adding
    in the customers business or personal life.

11
  • These metrics indicate how much of an effort is
    being made not just to resolve the problem that
    has been pointed out, but what sort of procedure
    is being followed for the same, and whether the
    clients wishes are being given priority over
    established norms whenever it can be done without
    affecting the performance.
  • It also talks about how well agents are
    interacting with the customers, whether they are
    able to leave their customers satisfied with the
    experience and if not, which specific areas do
    they go wrong in and why does the customer feel
    unsatisfied with those procedures.
  • It is a comprehensive effort to put into
    comparative numbers exactly how much of a service
    is being provided beyond the necessary minimums.

12
Agent performance statistics
  • Your employees are the lifeblood of your call
    center.
  • Monitoring their performance is crucial because
    it is the single greatest factor that drives all
    aspects of customer satisfaction and eventually,
    sales.
  • It is also important to gauge whether your
    employees feel comfortable at the workplace and
    are happy with their work.
  • Different measurements like Agent Occupancy Rate,
    Absenteeism Rate, Agent Attrition Rate, Schedule
    Adherence Rate, etc. are viable indicators of the
    commitment and work abilities of different
    agents.
  • Call centers should establish a scenario where
    managers and agents can freely talk about the
    performance metrics and make genuine suggestions
    about the areas in which improvements could be
    made, as it serves to the benefit of both the
    employee as well as the manager.

13
  • Changes in strategy, attitude, work ethic or
    procedures followed, always need to be backed up
    by data, so the agent is very clear about what he
    is expected to change and why, and the manager is
    also clear about how much of that change could
    reasonably be expected within a period of time.
  • Thus, we can see how there is a direct
    correlation between the metrics that are
    monitored and the impact they have on driving
    sales and retaining customers.
  • Obviously, there are many more streams on which
    the performance of a call center is judged, but
    there are the broad categories stressed upon, and
    have the most palpable impact of the performance
    of the overall functionalities.
  • Come 2018, these metrics are going to assume
    paramount importance due to their influence over
    the end result.

14
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15
Thank You
About PowerShow.com