Every Business Process Outsourcing (BPO) company handles inbound and outbound calls for their partners. Inbound calls are the incoming calls to the business from the customers’ end to inquire about any business offering. Conversely, outbound calls are the calls made by the business agent to the customer to disseminate business-related information and new updates to the customers and leads.
Most companies that do not have a team of agents in-house to handle the call answering responsibility outsource the task to an expert partner in the market. Inbound call centres handle the incoming calls on the partners’ behalf and make sure that customer satisfaction is never at risk.
If you were a BPO company handling inbound and outbound calls for your partners, how would you be measuring your performance? It is vital to maintain customer satisfaction, as dissatisfied customers can deteriorate the business brand image, resulting in deteriorated sales. Customers call a business to interact and know about any particular service or maybe because of a technical issue or an inquiry. Thus, call centre agents need to take care of maintaining satisfaction levels as the partners’ brand image depends on them.
While outsourcing the customer support service to an external partner, a business relies on the partners’ agents for optimum customer service. Thus, BPOs need to handle their outbound and inbound services astoundingly for best results and brand image maintenance.
Well, for the same, how does a call centre ensure quality service? What are the KPIs to measure augmented inbound call centre performance?
Metrics to Measure the Performance of Inbound Call Centres:
Call Abandonment Rate
To ensure that the inbound customer support agents are working well, a check on call abandonment rate is vital. The more the number of abandoned calls, is the deteriorated the customers’ experience. Call abandonment means the agent missed the incoming call from the customers’ end, which increases the chance of customer dissatisfaction. After all, no customer entertains a company if she/he has a negative experience.
To ensure that there are no abandonment hassles, BPOs need to help their agents improve answering services by regular training capabilities. As per reports, “67% of the clients hang up in frustration if they have to wait.” Thus, the on-time availability of expert agents is significant.
Long call waiting hours are the main reason for abandonment, thus to boost your business’ inbound call support service, instant answering is necessary. To avoid call abandonment, call centres can also use the IVR system to answer the customers. IVR helps with the self-service option, thereby reducing the call volumes, which eventually helps to reduce abandonment rates too.
Train and educate the in-house agents regularly, so that they can meet the customers’ requests on time on all channels.
Call Handle Time
If you are a BPO company offering inbound customer support service, managing the call handling time is important. To ensure augmented inbound support service, check the calls placed on hold by the agents within a definite duration, check the after call time for sheet updates, and mark the total time taken by the agent to provide a resolution.
This is important to understand the agents’ work performance and thereby use the same to boost the agents’ performance for augmented customer satisfaction levels. You can calculate the average handle time by adding the agents’ talk time, after-call work time, and hold time.
We do not say that a low call handling time brings efficient results; however, an adequate call timing with lower hold and after call time is preferred. All inbound call-answering providers can help their agents improve their AHT by providing adequate training for business offerings and product knowledge.
Inbound BPOs can also augment their performance by automating tasks like note-taking and manual form filling. On-time call routing, call recording, and automatic call logging can also save time and can help to bring more satisfied clients.
Customer Satisfaction Rate
Every inbound call centre firm measures its performance with its customer satisfaction rate. The Customer Satisfaction Score (CSAT) helps to access the experience level of the clients, which eventually helps with brand image management and business profitability.
To check whether a call centre firm is offering stupendous customer service solutions, accessing the satisfaction score is integral. It is been seen that when a business tries to keep its customers happy, there is a 30% to 50% chance of increased customers’ word-of-mouth consideration. The best part is, clients’ reference (word-of-mouth) brings in more leads that are interested easily when compared to the same lead generation initiated by the call centre agent.
Inbound BPOs can use a survey scale to help their customers explain their service experience too so that adequate decisions for business management are made accordingly. Ask the customers about their experience! Inquire whether they received an adequate resolution post calling. This way call centres can simplify their solutions and maintain brand image along with keeping an eye on service performance.
Customer Retention Rate
Yet again, inbound call centres can measure their performance with their customers’ retention rate. The more the customers seem to be switching to another provider, is the more the business demand advancements in the services.
Customer Retention Rate (CRR) can be calculated by subtracting the newly acquired customers from the total number of customers from a defined period. For example, the total number of customers in May subtracted by the total number of new customers in the same month.
The more the churn rate is the more the call centre needs to advance and augment its services to meet the customers’ needs so that they stay back and recommend the same services to others too. An inbound BPO company can bring in more leads by keeping the customers satisfied over calls, thus a check on customer retention rate is significant.
First Call Resolution
If reports are to be believed, “60% of BPOs have First Contact Resolution as their key performance indicator.” First call resolution brings in customer loyalty, thus it is the best metric when a company wants to check its performance of inbound call answering service.
First call resolution is providing a caller with an instant resolution to her/his concern. You can measure FCR by dividing the inquiries resolved in a call by the total number of inquiries initiated. Call centres can increase their FCR by tracking customer requirements and meeting their needs on time.
Like if a customer has complained of a similar query repeatedly, BPO agents can improve their performance by resolving the hassles even before it occurs.
Average Speed of Answering
As an inbound call centre firm, you can measure your service performance by analysing the average speed of answering. To calculate the speed of answering, call centres can divide the waiting time by the overall calls received within a certain period.
The more the time an agent takes to answer a call is the increased the chance of the customer being dissatisfied. Thus, call centres need to emphasize lowering their average speed of answering (ASA).
If reports are to be believed, 82% of the customers leave a service provider after they have to wait in long call queues. Thus it is important for call centres to improve their first call resolution rate so as to achieve higher customer satisfaction.