When running a
call center company, your representatives must perform at their best. Customers can create their impression of the company
based on their experience with customer service representatives and the system. They also have a significant impact on the
satisfaction rating and the sales of the company. Due to these reasons, managers will often use
KPI or Key Performance Indicator to keep track of the progress of the agents
and create a positive outcome.
How to Optimize Your Agent’s KPI with
the Cloud Communication Software
In this article,
we will guide you on how to conduct a simple approach to optimize the KPI of
the agent with the cloud communication
software to put them on the right track of success.
The Hold Time
Most of us
experienced calling the customer hotline only to be placed on hold for more
than 10 minutes; it is too frustrating.
Even if you receive a solution to your issues, there is a possibility
that your loyalty to the company has been affected. To address this issue, call center managers
may choose cloud communication
software that tracks the time they place the customers on hold and the number
of calls they receive. With this
necessary information, you will be able to improve the amount of answering
calls. You may also utilize the
information to identify which representative is answering the most number of
calls.
The Resolution
Another vital
factor in the KPI would be the first-call resolution. This KPI determines whether the caller could
find a solution to the issue during his first call. It also establishes the number of transfers
made before the problem was addressed.
The cloud communication
software will track the number of journeys that the customer took before finding
a solution to their issue. On the off
chance that the call was transferred for a significant amount of time, it is
probably time for you to retrain your agents.
Rate of Abandonment
The abandonment
rate is frequently related to holding time, but this factor is defined as the
number of callers who hangs up before an agent decides to take the call. Various reasons can lead to abandonment. The possible explanation would be a low
satisfaction rate and long hold time.
With cloud communication
software, you will have the capacity to record this KPI and address a series of
underlying issues. You may also consider
auto-attendant or IVR to minimize the amount of abandonment rate.
The performance of
the representative is a major ingredient for the success of the call center
company. By monitoring the KPI and using
cloud communication software, you
will positively transform your company.
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