Partnering with call center providers is pretty challenging — moreover, it is a different challenge when it comes to measuring performance. Besides, you may not be able to monitor the performance 24/7. Evaluation of the outsourced team enables you to track progress and check if the processes align with the project goals. Moreover, it allows businesses to address the loopholes and resolve them as they occur.
Ultimately, it helps drive home the importance of performing well. Here we’ll evaluate the performance of the outsourced call center providers.
KPI and Metrics to Measure Performance
You can measure the outsourced team’s ability to deliver the standard customer service to the customers. It particularly gauges the time between the client calls in and when an agent responds to it. Under the metrics, abandonment rate, resolution rate, and average response time are the standard metrics.
Backlogs are basically all the unfinished tasks. These generally order that you receive but are either incomplete or in the process of completion. Tickets may go unresolved for numerous reasons. This can be attributed to the agent’s slow performance, or there’s been an unexpected peak. With a backlog metric, you can calculate potential revenue by plotting all work that has been accepted but not completed.
Scheduled compliance has much to do with work scheduled for a certain period. In essence, it measures the outsourced team’s ability to deliver results as promised. However, it is calculated in percentage and derived by dividing the actual hours spent on the task as planned work hours.
Quality is a critical KPI. It can be used for projects that take the form of numbers and ratios. Counting is the easiest way to qualify something you’ve been observing, i.e., number of satisfied customers and total sales; Percentages are an ideal option when you’re interested in how many of the target population matches the performance result.
Process metrics are all about efficiency, assessing how tasks were performed by measuring the systems and procedures against the goals.
Performance Evaluation Strategies
● Assess the professional relationship
A good professional relationship is all about setting up the expectation of what success looks like. Call center providers should have a point of contact on the side who frequently communicates with the outsourced team and who sees to it that tasks are progressing. It’s best to make your expectations clear and open when communication tends to be more productive.
● Significance of system maintenance and management
The outsourced team should be able to support the company’s needs and demands. With the latest IT infrastructure, including a reliable phone and internet lines network, the provider should ensure you regularly communicate to minimize communication gaps. Besides, you need to agree on the point of contact for concerns and queries for a smooth exchange of information.
Assessing the outsourced team’s performance enables your business to identify dynamic areas. Moreover, it positively contributes to the project’s success. The outsourced call center team also helps you identify the areas of improvement for the betterment of your business.