If you are a BPO, analyzing KPIs for call centers can help you evaluate their efficiency and effectiveness. You need to be aware of the parameters to ensure that all your employees are trained and equipped with the necessary skills. Here are the top KPIs to track the excellence of call centers:
1. Time spent by the callers waiting
Nobody likes waiting, especially to talk to a customer care executive. The less the waiting time of your callers, the more likelihood of satisfaction of customers. To enhance customer satisfaction, keep track of the average waiting time of the callers. Calculate it by dividing the time of the callers waiting by the total number of answered calls by the customer representatives in the call center in Kenya.
2. Blocked Calls
Another KPI is the number or percentage of calls that are blocked by customers. Inbound callers who receive a busy tone while calling can be considered blocked. A blocked call may be due to various reasons like:
• When no agents are available, the callers can hear a busy tone, and their call can be routed to a voicemail.
• There is technical glitz in the software.
• A blocked call can be an opportunity that you can miss out on being a prospective customer.
3. Service Delivered by the Customer Care Personnel
Service is measured by the percentage of calls that are answered within a few seconds. In the call center metrics in BPO in South Africa, this KPI is shown simultaneously to managers and the customer service agents. The goal of this KPI will enable you to keep it in a range that is acceptable.
4. Rate of abandonment/ hang-ups
This rate refers to the percentage of callers who hang up before the call goes to a customer representative. This can lead to poor customer retention ability in a call center in Kenya. If you are a customer-centric call center, keep track of the performance indicator to keep it below the targeted threshold.
5. Speed of answering calls
The average speed of answering calls is calculated by the average time taken to answer calls. This includes the time that a caller spends waiting for the customer care representative to receive. This KPI is monitored by the managers to assess the efficiency of their team and the level of accessibility to their callers.
6. The average time taken to resolve issues
It is calculated from the time an agent receives a call and the time he/ she disconnects. This is one of the important KPIs to measure the satisfaction of the customers. The sooner it takes to resolve a customer query, the sooner the customer is happy and will recommend the services of the BPO in South Africa.
If you are looking for a competent call center, consider hiring iSON Global. These are some of the key parameters that you need to use to evaluate the performance of your team.
