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Reasons to implement BSC in a call center

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Call centers are specific business units in the companies. At the same time, some companies prefer to outsource and use services of external call centers. Both options are equally good as long as call center operators are competent enough to answer customers’ questions. For example, a call center specializing in ISP or Web Hosting will not be helpful for producer of laptops. Sure, before launch of a new call center project, operators undergo special training. However, the best way to optimize call center performance is to use Balanced Scorecard system. This article will explain why.

Some of major call center kpis

Some of major call center kpis

First and foremost, in order to implement Balanced Scorecard it is necessary to adopt a strategy. What strategy can be adopted for a call center? It depends on what kind call center it is. There are two basic types: sales call centers (those that receive orders by phone or call customer to offer new products) and support services used for post sale support. In the first case increase of accepted orders should make a nice goal, while a customer support service should concentrate on customer satisfaction. For example, such indicator as first resolution calls rate (one and done calls) vividly demonstrate whether or not customer support service is doing a great job. Thus, the decision to implement BSC in a call center is a nice opportunity to think about strategy, review or adopt it, if necessary.

Implementation of Balanced scorecard will harmonize work of a call center, as an internal or external business unit. Strategies and goals adopted for a call center must comply with the company strategy otherwise there is no point in functioning of a call center. For example, if a call center management makes a decision to improve cost per call, this should be related to company strategy. In other words, one should clearly see how this decision contributes to implementation of strategic goals. In order to see such cause and effect ties a comprehensive strategy map must be designed. Ideally, it should answer the question: “How do we implement strategic goals that we have set?”

The 4 perspectives of Balanced Scorecard

The 4 perspectives of Balanced Scorecard

BSC use is associated with numerous benefits, but at the same time there are common mistakes and pitfalls. One of the most common mistakes is use of BSC only by several people in a call center. In such a way, BSC becomes a top secret document that is of no use to ordinary operators who actually do the job.


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