Some examples of kpis to follow in a corporate call center
Running a mobile phone center in a company is one of the tasks that require a lot of drive and attention. When you are running a phone call center, it is very important to know the essential concepts that you need to practice to be excellent in a phone center management task. Here is an article that provides you with all the information on the best techniques to practice in a call center.
Maintain the quality of the service offered
For the evolution and development of a company, the call service is one of the aspects that require great attention. By adhering to the kpis for call centers, you will gain a better understanding of how the efficiency of the call service contributes to the smooth running of the services offered within a company. Among the many factors that go into the development of a business, it is very important to ensure the quality of the service offered. This means that each agent will have to ensure that each call is answered on time. With a service level of 85.7, or about 86%, about 90 to 105 calls will be handled with customer satisfaction.
Measuring average talk time
For the efficiency of all call centers, it is also very important to take into account the adherence to the average duration for each conversation. By doing this, you manage to work on a predefined time while ensuring the productivity of each agent. Therefore, you should be careful not to call for too long. This could be seen as a waste of time.
Limit caller waiting time as much as possible
. When making phone calls in a call center, the amount of time customers are allowed to wait should be as limited as possible. Leaving a caller on hold for a long time suggests that the agent may not have all the information about the company. This undermines the credibility of the company. It is therefore very important to ensure that these kpis are respected for the development and efficiency of call centers in a company.