| KPI or key performance indicators are determiners of | | | | customers over the phone, it would entail having to |
| what a BPO (business process outsourcing) company, | | | | stay longer on each call to make sure all the |
| under which the call center is categorized, should do to | | | | customer's issues are resolved, and that they are |
| maintain balance in their company. KPI are variable | | | | done in the most courteous way possible. Other than |
| figures that go up and down just like a lever depending | | | | the average handle time, quality scores can also |
| on the performance of the company's employees. If | | | | reduce because customers might have requests that |
| one of the KPI goes down where it already affects | | | | are granted by the representatives they are talking to. |
| the company as a whole, then you can boost this | | | | And these requests could be directly against the |
| certain KPI to neutralize the decline. It might be a little | | | | quality guidelines set for each call. |
| ambiguous at this point, but knowing what the different | | | | Going the other way, if a call center is aiming to |
| business process outsourcing KPI are can make things | | | | improve its poor performance in terms of average |
| a whole lot clearer. | | | | handle time scores and starts working on it, customer |
| In a business process outsourcing company, the main | | | | satisfaction score is automatically threatened to |
| KPI are as follows: quality, customer satisfaction or | | | | decrease. The quality scores will be affected as well |
| CSat, and average handle time or AHT. There might | | | | since hurrying a call will mean missing key points that |
| be components other than the three mentioned, but | | | | need to be mentioned in a call - the very criteria where |
| generally, these three are the main components. Call | | | | a quality score is gauged. |
| centers often have clients who demand a certain | | | | Having said so, you are now aware why there is |
| target to be met. This target is a set of values | | | | difficulty in balancing the three components because |
| assigned for the quality, customer satisfaction rating, | | | | increasing one KPI component would affect the other |
| and average handling time of each call that will be | | | | one. It would not have to be a problem if the effects |
| handled by the BPO company or the call center on its | | | | are positive, but unfortunately, things do not always go |
| client's behalf. The calls we are referring here are the | | | | this way. A solution here is to maintain an average |
| ones made by the client's customers which the call | | | | score for each kpi component. This way, it will be |
| centers are taking. | | | | more controllable to have all the metrics meet at the |
| The balance among the three main components of the | | | | middle and avoid having low scores in some |
| KPI is not easy to achieve. For example, a call center | | | | components. Studying the trending of the business |
| aiming to increase its customer satisfaction scores of | | | | process outsourcing KPI also helps. It gives the |
| their calls would significantly drop their average handle | | | | company an idea where to set the scores that are |
| time scores. This is because if they are up to please | | | | most achievable and productive. |