Quality metrics for the call center

Digg This!     StumbleUpon     Del.icio.us

RELATED CONTENT Call center software and metrics How to conduct successful IVR surveys Does hot seating in the call center affect agent morale? What custom WFM reports should we have developed for our new system? Call center benchmarks for a small call center Forecasting call volume for a customer service call center Nine necessary call center functions and technology for inbound call centers What is an acceptable amount of call center break time? Tips for calculating maximum occupancy in the call center Developing a call center metrics strategy to reward call center agent performance Using call center quality metrics to measure email, chat and phone interactions Call center manager Tracking the online customer experience after a website redesign Managing customer conversations in the call center Workforce management software product directory Call center interaction dos and don'ts FAQ: Making call center technology decisions Five call center sales tips and techniques Call center video: PlumChoice uses Aspect workforce management system Call center workforce management software the choice for PlumChoice Pros and cons of using a pay-per-call service in the call center Is now the time for contact center spending? Call center manager Research

RELATED RESOURCES 2020software.com, trial software downloads for accounting software, ERP software, CRM software and business software systems Search Bitpipe.com for the latest white papers and business webcasts Whatis.com, the online computer dictionary

Inside sales organizations require metrics or key performance indicators (KPIs), just like any operating area or call center. As the primary goal of an inside sales organization is to generate revenue, the primary measure of success for your department and for each inside sales representative should be revenue. It's essential for your department to have a revenue goal that is aligned with corporate revenue objectives. It's also important for your department to work cooperatively with field sales and distribution partners to assist them in meeting their goals. However, as inside sales is still a call center, productivity, quality and customer satisfaction matter as well.

Here is a general list of KPIs for your inside sales organization:

Productivity metrics:

Inbound:

• # of calls offered and handled
• Percent of calls answered in 20 seconds
• Average talk time
• Average wrap time
• Average handle time
• # of emails handled
• Average time to respond to emails
• Percent of calls resolved in first contact
• Percent of transactions resolved in first contact

Outbound:

• # of outbound calls
• Average talk time
• Average wrap time
• Average handle time

Orders and quotes:

• # of quotes processed
• # of lines/quote
• # of proposals issued
• # of lines/proposal
• Average price per quote
• Total dollar amount of items sold
• Average quote turnaround time
• Average proposal turnaround time
• # of up-sell/cross-sell opportunities
• # of leads identified
• # of referrals

Quality metrics:

• Accuracy of orders
• Accuracy of quotes
• Call QM score
  - Product knowledge
  - Technical knowledge
  - Communications skills
  - Problem solving skills
• Email QM score
• Quality of technical knowledge
• Reasons people called

Satisfaction metrics:

• Monthly real-time survey of customers
• Monthly real-time survey of field sales staff
• Monthly real-time survey of partners/distributors

Note: It is critical to measure the performance of each inside sales representative, call center site and the overall department on a consistent basis.