Call Center KPI and Boosting Customer Satisfaction: Here’s What You Should Know

The call center industry is not a no-frills sector. There are a lot of additives that fill up the complete picture of customer communications. Omnichannel network, performance monitoring, communication metrics, data analytics, etc., are some of the most crucial elements that boost the overall productivity and output.

The retail sector especially has been among the most complex industries, especially due to the sheer strength of the customer base. And it is only due to this size that retail call center outsourcing companies use the various facets of technology to ensure uncompromised service implementation.

Moving forward, since we know that technology plays a pivotal role, we should be aware of these in-depth. So, let’s discuss the KPI specific to the call center industry and its role in boosting customer satisfaction.

What is Call Center KPI?

KPI (or key performance indicators) are the various parameters used to streamline any specific operations in a BPO sector. There are certain standards set in these performance indicators, which help in meeting the business goals by streamlining the path to success.

As for the BPO companies for eCommerce or any other sectors, there are various scopes for the implementation of KPI. And it is only due to this massive open-end for the use of KPI picking up and implementing the right KPI takes a complicated turn.

Let’s now break down most KPI metrics depending on the various stages of the operations with retail call center outsourcing.

KPI Metrics that Measure the Efficiency of Agents and Workload Management

The KPI metrics that we talk about here are just the ones that find relevance even before the call is connected to an agent.

• Call Abandon Rate: Call abandon rate denotes the percentage of customers who have terminated the call even before connecting to an agent for support.
• Average Answer Speed: Average speed of the answer is directly related to the call abandon rate. This metric determines the average time taken before a call connects to a live agent.
• Service Levels: Service levels are basically the standards set for the average answer speed. It segregates the connected calls based on the time taken to answer them. Here’s an example: 50% of the calls gets response within the first 40 seconds.

KPI Metrics that Measure the Agents Handling the Call

After discussing the metrics during the initial connecting phase, let’s now take a look at some common metrics that retail call center outsourcing companies use.

• Average Handling Time: The average handling time (or AHT) is a direct indicator of the efficiency of the agents. The lower the AHT, the better it is for customer satisfaction. The data acquired from this call center metric is a trigger point for training and staffing needs.
• First Call Resolution: Post AHT, first call resolution (FCR) is related to the performance of the agents on the calls. It indicates the number of calls that the agents are able to provide a complete solution to the right at the very first instance.

KPI Metrics that Measure the Quality Parameters

Besides the two KPI bundles we have talked about, a few metrics determine the quality and performance of the agents alongside. Here are a few to take a look at.

• Customer Satisfaction Score: The data to fill the CSAT score is sourced from a post-call survey. Post the support call, customers are prompted to answer a very small survey regarding their view on the service they just received. The CSAT score is generated based on the feedback given by the customers, which is mostly based on a star-rating or scoring model.
• Quality Score: Unlike the CSAT score, the data for quality score derive from in-house sources. BPO companies for eCommerce have quality analysts and process managers who monitor the agents’ calls and score them based on communications, product knowledge, query understanding, and resolution processing. The score determines the performance of the agents.
• Agent Turnover Rate: Agent turnover is an extremely important part of the BPO industry. It indicates one of the most crucial aspects of the BPO industry, the agent retention rate. An experience agent can boost a company growth.

How to Boost Customer Satisfaction?

There is a reason why you get to know about KPI and customer satisfaction boost clubbed in one. Strict adherence to the KPI monitoring metrics directly boosts customer experience and satisfaction. The better you are able to implement the metrics, the higher the customer satisfaction will be.

The choices of the KPI metrics, communication channels, agent experience, approach to supporting define your sales, customer engagement, and brand reputation. In fact, metrics, like abandon rate, call answer speed, etc., play a significant role in bringing out customer satisfaction to its maximum capacity.

Check out some ways you can implement retail call center outsourcing operations with uncompromised customer satisfaction.

• Engage Your Customers

Engaging your potential customers in your feedback and review process is a great way to boost your brand reputation. Being in line with this, both pre-and post-sale services, post-support quality surveys, improvement processes, etc., are all crucial to your customer engagement.

In fact, since most of your customers are extremely active on social media platforms like facebook. Replying to their comments asking for reviews on public portals are some gestures that customers would love to experience.

• Create Touchpoints on Multiple Platforms

You might have heard a lot about the importance of implementing a multichannel customer communication process. It is very important to give customers the necessary freedom to interact with your brand over their preferred channel. It can be through multiple platforms like voice process, non-voice process: live chat, email, etc.

While a single-channel customer support channel is not a sin in the eCommerce sector. It will not promote customer experience and satisfaction. In fact, it will do more bad than good.

• Be Open to Every Feedback

While you are open to feedback on multiple channels. It is important for you to understand that not every customer will be happy. So, you have you soak in negative reviews and work on improving on those fronts. After all, if one customer has negative feedback for your brand, several others may have the same opinion. So, it is a question of those multitudes of customers that you have to target. And not the single one.

The Final Summary

Setting up a customer contact center in-house is not easy, especially for the eCommerce sector. No matter how much you try, achieving the ideal efficiency of a BPO company will drain your capital since there are multiple aspects. From multichannel network, multi-level communication style to KPI and data analytics, taking care of everything under the in-house roof is more difficult than managing a team of 150 calling agents at once.

Under such a situation, retail call center outsourcing can be your savior. These call center services providers have the entire infrastructure ready for implementation. So, they work in autopilot mode while being completely transparent about output and regular reporting.

And, once you are happy that the BPO company you have hired implements all the crucial KPIs. And they are also taking care of the customer engagement, you get the green signal to continue. So, get along and hire the BPO company to see your business grow to a lucrative level.