Home Business How do Call Centre’s KPIs boost your business’s productivity?

Popular Posts

Top 179 High DA Article Submission Sites List For 2020 To Rank Higher

Article submission plays a vital role in Google ranking. Article is one of the best source for seo from where they can get contextual...

Top 20 .Edu and .Gov High Authority Dofollow Backlink List

High authority.Edu and.Gov backlinks are one of the easiest ways to boost up the website and helps keywords to rank fast. When I was...

20 Best Slogans and Quotes On Incredible India

India is a vibrant culture and has people of different religions, different places of origin and different cultures living together for centuries and has...

Top 6 Tips for You to Avoid Peeling Skin

In general, our skin consists of three layers - the outer layer, the middle layer, and the innermost layer. For a normal interval, the...

How do Call Centre’s KPIs boost your business’s productivity?

call-centre-kpiAs we know that, business process outsourcing has always been considered as one of the key factors of IT sector. The call centres offer outstanding services to their clients that help them in keeping customers happy. Do you know what all make BPO’s services overwhelming? If No, the answer is their KPIs (key performance indicators) that not only help in getting the better results but also make the agents more productive.

If you are a business owner and still wondering how KPIs related to call centres services can actually impact your company’s profitability, take a gander at the following points: –

First Call Resolution (FCR)

It shows the number of resolved customer’s queries on the first call or chat. It also tells about the ability of agent’s preparation while handling customer queries. Most of the BPO firms want to increase their FCR ratio. To make that happen, they always ensure that their agents get proper training and engaging scripts as both of them are very necessary factors to accomplish better First Call Resolution.

Average Handle Time (AHT)

If you are an owner of a call centre, you already know the importance of AHT as it is related to the firm’s productivity. Average handle time is the time duration in which agents solve the customer’s queries. Apart from this, it also determines that how much workforce is required in the firm. In addition to this, many tools have been used to increase customer’s satisfaction level and to decrease the churn rate.

Queue Length

It means how many calls or chats are on a streak. Usually, vendors offering call centres services try to reduce the queue length as much as they can as it leads to high chances of customer’s dissatisfaction. This increases the importance of latest technology because it helps in managing high call volumes during peak hour.

Service Quality

Again, everything comes back to the customer’s satisfaction level but this is one of those factors that cannot be ignored as business’s future is totally dependent on it. Service quality tells that whether an agent has delivered the desired level of service while solving the consumer’s issues or not. Many firms conduct surveys to find out whether their patrons are happy with them or not. And, if results show a high value of service quality level, it leads to a greater degree of patron’s satisfaction.

Revenue Per Successful Call

Nowadays, every firm wants their profit levels on the peak. The revenue per successful call KPI tells how much revenue is generated after every sales call. In addition to this, it lets managers know whether their teams are achieving the targets or not.

Agent Turnover Rate (ATR)

Being an owner of a business, you should know that your employees hold the equal importance as your customers do. Usually, those companies bite the dust whose ATR is so high. As we know that, customer’s retention rate varies with the agent’s one. And, the reason behind this is whenever an employee leaves the BPO firm, it not only affects his/her team’s output but also leads to the customer handling issues. Therefore, many call centres have improvised their policies to improve their agent’s job satisfaction level.

Average Abandonment Rate

For every BPO firm, the main concern is their call abandonment rate because it is one of those factors that decides whether their customers are happy with the services or not. If you are running a consumer-centric organisation, you can understand that how much customers are important for you and your company. For those who don’t know, abandonment rate shows the percentage of callers who disconnect the call without availing the call centres services from the agents and whenever this rate rises, it reduces the customer’s retention rate.

Wrapping Up:

This article sheds some light on the importance of BPO KPIs and we hope that you got the idea after going through all the above-mentioned points. But, if you want more information on some specific call centre metrics, please mention it in our comment section for the quick answer.

Recent Articles

How to choose professional Mover

How to Choose Professional Movers for Your Relocation

0
You got a new job, recently got married, want to change your environment… these are some of the reasons people get...
10-ways-to-keep-staff-happy

10 Ways To Make Your Staff Happier At Work

0
It doesn’t matter what business you are in, whether your company manufacturers goods, or you are based in the retail sector; happier staff are...

How to Embed Instagram feed on the website?

0
If you access social media platforms daily, you would observe that users are constantly and actively uploading content on social media along...

The Benefits of Water Therapy on Health

0
Water Therapy The entire exercise programs that also incorporate water are known as water therapy. You can also refer this therapy as hydrotherapy. This therapy...

Improving The Business Of An Organization With Phone Services

0
Communication is a vital one for organizations that are mainly engaged in business related activities. There are several business companies and other organizations that...

Latest Posts

How to Choose Professional Movers for Your Relocation

You got a new job, recently got married, want to change your environment… these are some of the reasons people get...

How to Choose Best RV Mattress According to Your Sleeping Preferences

A recreational vehicle (RV) is designed for long-distance traveling; hence always features an arrangement to sleep comfortably. Since these automobiles double up...

25 Online Business Ideas You Can Start In This Lockdown

To earn money from the comfort of your hone is no more an encumbrance. It is just like your wishes turning...

Top 10 Best Direct Selling Companies In India 2020

Are you looking for top 10 Indian direct selling companies? You have landed at the right place. Here, in this article, you...
4,000FansLike
3,000FollowersFollow
1,000FollowersFollow

How to Choose Professional Movers for Your Relocation

You got a new job, recently got married, want to change your environment… these are some of the reasons people get...

How to Choose Best RV Mattress According to Your Sleeping Preferences

A recreational vehicle (RV) is designed for long-distance traveling; hence always features an arrangement to sleep comfortably. Since these automobiles double up...

25 Online Business Ideas You Can Start In This Lockdown

To earn money from the comfort of your hone is no more an encumbrance. It is just like your wishes turning...

Top 10 Best Direct Selling Companies In India 2020

Are you looking for top 10 Indian direct selling companies? You have landed at the right place. Here, in this article, you...

30 Profit Making Small Business Ideas with Low Investment in India

Investing in a business is a serious decision to make. However, if you keep your senses right and think wisely there are...

Top 10 Largest & Leading Companies by revenue In India 2020

Leadership is not about holding a prestigious position or a title. Rather it is a combination of both. The importance of a...

20 Best Small Business Ideas in India for 2020, Business Ideas with Low Investment

Are you looking for some cool business ideas that requires a little investment? If yes, then you have landed at the...

Top 10 manufacturing business ideas in India with Low investment

Starting a small manufacturing business is profitable as well as easy. You can start it at any time you want and...