Outsourcing your call center functions can be a strategic move, allowing your company to focus on its core competencies while professionals handle customer interactions. But how can you ensure your outsourced call center is meeting the mark?
Monitoring key performance indicators (KPIs) helps paint a picture of your call center’s performance, laying the groundwork for informed decisions to improve customer service. However, picking the right KPIs to track isn’t as easy as you think—you must ensure they align with your business needs.
In this article, we’ll show you the best KPIs to monitor, how to set expectations for these KPIs, and how to avoid common mistakes that come with tracking metrics. Plus, we’ll point you toward software that can help you monitor KPIs and improve your call center performance.
Ensuring optimal performance in call center outsourcing is crucial for delivering top-quality customer service. By monitoring KPIs, you can make data-driven decisions about your business and improve the customer experience.
We’re going to break down the most important KPIs into four categories—each highlighting performance in different areas—and how they can improve CX, efficiency, agent performance, and more.
Measuring your customer satisfaction is fundamental to the success of any call center. If your customers aren’t happy, they won’t do business with you. These metrics highlight the overall quality of your service and the abilities of your outsourcing vendor, as well as the general happiness of your customers.
Setting targets for certain call center outsourcing KPIs is key to ensuring your outsourcing vendor is balancing cost-effectiveness and service quality. Operational efficiency metrics help you maximize productivity and enhance the overall performance levels of your agents.
Maintaining service quality is critical when outsourcing your call center operations, and monitoring quality of service KPIs helps ensure your outsourcing partner is meeting your standards. These KPIs offer insights into the overall performance of your call center, enabling you to identify areas for improvement.
The performance of your team is a critical part of any call center. It’s even more important for outsourced teams, as it helps assess how your outsourcing partner manages their staff. Tracking these call center outsourcing KPIs enables you to drive productivity and maintain service quality.
Setting the right benchmarks and targets for your KPIs is vital for the success of your call center operations. It all starts with laying a foundation that factors in what your business needs—and wants—out of your call center.
Analyzing industry standards for call center outsourcing KPIs is an excellent way to build that foundation. Research data published by reputable sources within your industry, speak with your peers in similar businesses, and work with your teams to establish a clear picture of your call center outsourcing KPIs.
Then, it’s time to figure out the KPIs most important to your business. If your goal is to boost customer satisfaction, look into your CSAT and NPS scores and set a target within the standards you’ve researched. Aligning KPIs to your business goals helps ensure your efforts directly contribute to your long-term success. However, you’ll still need to stay flexible with your targets.
Market dynamics, seasonal fluctuations, and shifting customer behavior can easily shake up your call center and lead to missed targets. One size rarely fits all, and you should be ready to tweak KPI benchmarks as needed. Flexibility while setting your call center outsourcing KPIs allows you to adjust your expectations without undermining your partner’s team.
Finally, you shouldn’t shy away from using new technology to support and track your KPIs. Modern call center software can provide in-depth data analytics and dashboards. Plus, those dashboards can highlight critical issues, helping your team adapt to changes and monitor your benchmarks in real time.
Evaluating and improving call center performance requires having the right tools to track KPIs. These come in many different shapes and sizes, all ranging in functionality and what they bring to the table. Let’s take a look at the five most useful types that can get the best out of your call center outsourcing KPIs.
This is an integral part of your call center’s tech stack. Having software with built-in data analytics helps you track all sorts of KPIs. For example, you can monitor SLA adherence by following how fast calls are answered or how effectively customer queries are resolved with FCR.
Beyond native tools, third-party analytics platforms can offer additional, comprehensive insights into your operations. These platforms collect data from your call center and analyze it to highlight patterns and performance issues. Your teams can use this software to visualize peak times or create a heatmap for call volumes, giving you a clear picture of demand so you can better manage staffing levels.
Clear, easy-to-read dashboards are crucial to relaying complex data and trends. Having software to create dashboards allows management to tailor it to their roles or to track specific KPIs at a glance. For example, QA managers can set up dashboards to track error rates and QA scores, while operations managers may want to focus on AHT or FCR rates.
These solutions have emerged as powerful tools for modern call centers. They help monitor KPIs in real time, enable easy scalability, provide disaster recovery, and more. As an example, using cloud-based tools would allow managers to track CSAT scores from anywhere and sync these results with other members of call center management across multiple call centers.
Call Center Quality Assurance (QA) tools are pivotal to ensuring your call center interactions meet or exceed the standards you’ve set for your partner. This software helps identify issues, track agent performance, monitor parameters like call resolution time, and collect customer feedback. Using QA tools can help managers assess an agent’s call within their specific criteria and monitor individual quality assurance scores.
We’ve established how critical KPIs can be, but it’s not as simple as setting them up and forgetting about them. There are several potential pitfalls if you aren’t careful, such as:
Effectively managing your outsourced call center is integral to your company’s success; KPIs are the foundation of that process. By identifying key industry standards, aligning KPIs with business goals, staying flexible, and leveraging modern tools, you’ll be better equipped to measure and enhance your customer service.
If you want to take your call center to the next level, consider using a robust QA tool like Scorebuddy. With Scorebuddy, you can seamlessly monitor KPIs in real-time, perform in-depth analysis, and map employee feedback to uncover actionable insights for improving your call center operations.
Experience how Scorebuddy helps align your KPIs and elevates your customer experience today. Sign up for a free trial and see for yourself.
What are the most important call center metrics?
While it generally depends on your call center and the industry you work in, some KPIs are important for any business. Key examples include:
What should be considered when outsourcing?
There are many factors you should keep in mind when considering an outsourcing vendor. Evaluating their services, industry expertise, technology and infrastructure, and pricing models are all important steps when selecting an outsourcing provider.