The Evolution of Customer Service Metrics: Measuring Success in Outsourced Call Centers

The world of customer service has undergone some major changes over the past few years. Gone are the days when businesses had their sole focus on getting issues resolved quickly and efficiently. These days, it's all about creating an amazing experience for customers from start to finish so that it enables the customers to keep coming every time. This transformation in recent times is reflecting a huge shift in understanding that customer interactions are not merely transactional but rather integral to building long-term relationships. 

Under the impact of this transformation, nowadays, organisations have increased focus on metrics like Net Promoter Score and Customer Satisfaction Score. That’s why outbound call center services play an integral role in ensuring absolute satisfaction and consistently catering to the demands of the customers. Here the most important fact is that this change in metrics depicts the tendency of the brands to not only fetch the customers but also to retain them for a long period for continued transaction. So, let's dive in and explore the evolution of customer service metrics to drive substantial growth. 

Why Does Measuring Success in Outbound Call Center Matter? 

Outsourcing your call center operations is undeniably a game-changer, however, it is essential to have a sound understanding of how well it is working or how it is contributing to the annual revenue cycle of your business. Measuring success enables you to quantify the ROI of your outsourcing efforts. This means you can measure them in terms of cost savings, increased revenue, and improved customer satisfaction. By tracking KPIs, businesses can have the absolute power to identify the areas for improvement and optimize their call centre operations. 

New-age Call Centre Metrics for Measuring the Success

Change is the new reality and this rule also goes for the KPIs of the outbound call centre as well and owing to that, the new-age metrics have made their entry and reshaped the definition of business success.  Let’s have a look at the below pointers where we are going to discuss the significant metrics of business that are in top trend these days and these KPIs are also leaving behind an indelible impact on the process of service delivery. 

Rate of conversion- 

Although it is said that quality leads are conducive to easy conversion, sales conversion is undoubtedly a strategic process. For an outbound call center that handles sales inquiries, it is vital to assess the conversion rate. It not only depicts the efficiency of the call centre agents but also showcases the sales effectiveness of the call centre. Tracking conversion rates over time proves to be highly beneficial for the call centres to design specialised agent training or process improvements for boosting sales performance.

Customer Satisfaction- 

This specific metric delves deep into gauging how satisfied customers are with your brand and the ways of response. Regularly surveying customers after their calls or chats provides insights regarding the quality of service delivered. Based on this metric, the call centres take part in solemnising the training and development sessions that contribute to their overall growth them. 

First Call Resolution Rate- 

The first call resolution rate of the call centre is a clear depiction of the fact of how productive and skilled the employees are and how efficiently they are resolving the queries of the customers after the first inquiry with ease. FCR is a critical metric for improving customer experience and reducing the burden on call centre resources.

Average Time in Queue- 

The average amount of time in queue reflects the total time that service agents are taking to resolve the problem of the customers or to cater to the customer demands in varied ways. The shorter handling times are desirable all the time, but they should not come at the expense of compromising the quality of interactions.

Service Level-

Service level is a major KPI on which the outbound call center service providers majorly rely as this metric evaluates the number of calls you have received within the given time. 

Bottom Line

Tracking the productivity of the call centre agents seems to be more like a Herculean task as the call centres are always burdened with humongous loads of calls. Now, follow and apply the KPIs that we have mentioned here for better productivity. For more insights regarding the outbound call center services, stay tuned with Okay Call Centre right now. 

FAQs  

Q. How do I measure the ROI of call centre outsourcing?

To measure the ROI of call centre outsourcing, all you need to do is calculate the metrics like customer satisfaction, service, average time of client handling and others. Plus, the revenue amount also depicts the level of productivity. 

Q. What are the key metrics to measure success in an outsourced call centre?

The most important metrics include First Call Resolution, Customer Satisfaction, Average Handling Time and Conversion Rate. 

Q. How will future trends impact call centre performance metrics?

With the evolution of customer demands and preferences,  to adapt to the new-age demands it is of utmost importance to deliver omnichannel experiences, backed by AI. 

Article Author

Rajib Sain

Head of Business Operation

Rajib heads business operations for the fundraising wing alongside other critical functions in the organization. He has been associated with the organization for the past 6 years and handled various other profiles and lead the team with his wealth of experience in Sales, Operations and HR. He believes in capability building and leads the team accordingly so that they are ready for new challenges and motivates them towards growth in the organization.