Only experienced executive knows: to correctly adjust the work of the department – this is just the beginning. The main thing is to analyze it and on the basis of this analysis constantly improve. But how not to get lost in the numerous and sometimes difficult in calculating KPI’s? Which of them are needed exactly by your call center? In this article we will consider this issue in detail.
The main indicators based on 9 categories:
Operational financial KPI – examines the costs and revenues of the call center.
This classification is not the only one. In other sources, for example, on the indexcall industry portal, KPI groups such as call routing analytics, queue work, KPI cold calls, and others are listed.
To use all existing KPIs in the work is quite difficult. Yes, and inappropriate. The selection of indicators for your call center is determined by its objectives. So, for example, if the call center is engaged in active sales, it is likely that the income indicators and KPI of cold calls will be useful to him. And for the corporate support service, the availability and customer satisfaction indicators will be more important. And for outsourcing call center key indicators will be costs and revenues.
Universal for any call center are, for example, such indicators as Average Speed of Answer (ASA) and Abandon Rate (AR). Average Speed of Answer (ASA) – determines the average waiting time for the customer on the line before connecting to the operator. It is assumed that an acceptable waiting time is 20 seconds. Abandon Rate, in turn, shows the percentage of subscribers who did not wait for connection with the operator. The allowed number of “failures” is no more than 2-3%.
But what are the companies guided by when choosing KPI, we asked Timofey Tishkov, Service Manager at Canon Ukraine:
“For our call center on outsourcing, we picked up such KPIs: the number of incoming calls, the number of received / lost calls, and, of course, the SLA (service level agreement – the number of calls processed on time). The first indicator is important for us, because it helps to identify peak loads and seasonality. The number of missed calls gives us a quantitative expression of the quality of the work of the call center. Well, and based on the SLA indicators, it is possible to analyze whether it is actual to use an outsourcing call center or it is necessary to open one’s own. “
Another cognitive foreign experience – from the call center “British Gas”. After numerous complaints of employees, the company management canceled all unnecessary KPIs, and since then has evaluated only the most important thing – customer satisfaction. Step bold and not suitable for everyone. But the fact that the British Gas call center has several industry awards makes us think. At a minimum, – about those KPI, without which you can do without.
Measuring KPI today is quite easy due to automation of call centers. All the necessary figures and reports are available to the manager at any time.
KPI analysis allows not only to see the situation in the call center, but also to effectively manage it based on this information. The head of the call center sees in these figures the weak points in the work and finds the ways to eliminate them in time, takes reasoned decisions about the motivation of the employees.
For example, if the Abandon Rate exceeds the allowable rate, there are several possible causes and, accordingly, solutions to the problem. Perhaps the operators “serve” one client too long and need to update the scripts. And there may be a reason in the seasonal load or inadequate number of operators on the line. Then it is recommended to automatically notify the client about the remaining waiting time (due to this, subscribers will stay on the line longer).
Summarizing, working with the KPI call center can be divided into 3 simple steps: