Key Performances Indicators in Call Centers
January 08, 2013
By Robbie Pleasant
, TMCnet Contributor
The virtual call center is often the first place that customers reach out to. That means it’s in charge of first impressions, and hopefully solving the customer’s concerns on the first try. As such, key performance indicators (KPIs) should be monitored closely to ensure that the cloud call center and its employees are working properly.
Fortunately, there are plenty of good recording solutions options out there, which can be used to track KPIs. Companies have different metrics they need to keep track of, and should make their decisions based on what’s important to them. There’s the time it takes to answer a call, as well as how many customers hang up before reaching an agent. There’s also the amount of time spent on the call, spent idle after answering each call, and on hold.
Also important is how often a caller has to speak to someone before getting their questions resolved, and how many times they have to be transferred. All of these have to be considered before looking at recordings and data to make decisions.
For a good option, the AVOXI Smart Queue VoIP call center solution can provide important call center features and functionality, while remaining affordable. With no capital investment, little maintenance, and a low total cost of ownership, it can still offer important features such as voicemail, message waiting, Interactive Voice Response and auto attendant, and of course, recording and monitoring features.
AVOXI’s solution offers real-time and remote live monitoring, with easy access to recorded calls. It provides detailed activity reports with definable, multi-level alarms, so you can get the information you want from it.
Of course, this is just one option, but it’s a good one. No matter what solution you choose, if you’re working at a virtual call center, you’ve got to look out for those KPIs.
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Edited by Rich Steeves