Performance indicators at outsourced call centers.
For outsourced companies, managing a campaign entrusted by customers goes through different operations. And in order to know the progress of these, the outsourced call centers put in place different Key Performance Indicators (KPIs). These productivity indicators are decision- making tools that help them to control costs, increase production or to study customer satisfaction with each project.
Because with outsourced call centers , this is in the majority of phoning campaign cases, so call processing requires careful follow-up. The resolution percentage at the first call is one of the first major KPIs. This figure indicates the amount of problems that tele-agents have been able to solve without resorting to other procedures. There is also the percentage of blocked calls which, as the name suggests, makes it possible to know the rate of contacts that have not succeeded.
Thanks to modern CRMs, it is also possible to control the waiting time before the intervention of teleoperators. The calculation of the average time for this type of incident will also be part of the key performance indicators. And finally, the processing time of the operations related to each call is the last informant element.
Indicators on the effectiveness of teleagents when dealing with productivity.
When dealing with productivity, it is sometimes a matter of measuring the ability of agents to perform each task. Some KPIs will be used by outsourced call centers to quantify the time or resources used during each operation. For example, the number of seconds or minutes that a telemarketer spends on a call, better known as service level, is part of it.
You also have the famous average dropout rate used to determine the amount of calls hung up without being processed. Finally, since the progress of projects also depends on the presence of teleoperators, the turnover rate will help determine the number of professionals who have left their jobs.