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To the uninitiated a call center could be viewed as a group of individuals randomly answering calls. However, nothing could be further from the truth. No matter what the size of your business the call center, whether it is a sales or service operation, is usually the first point of contact for most prospects or customers and it is this critical touch point that can make a difference in the perception of your company image.
To be effective a call center has to be an integral part of a company's strategic plan with clear goals and objectives than can be measured and managed. The importance of continuous performance evaluation and strategic planning in a call center cannot be underestimated and the relevant KPI's have to be identified and tracked to measure the overall cost or contribution to the business.
Managing an effective call center is complex; they are dynamic, requiring information and data to be on hand when needed. Call center metrics are a balance of customer satisfaction and business process and are heavily interrelated. Dashboards should be used as part of a balanced scorecard approach for measuring overall performance. Customers want a good experience, short wait times, knowledgeable agents, resolution to inquiries in single call without long periods on hold. Your business is looking to maximise the revenue per call, while minimizing its costs. While also looking to leverage opportunities to up-sell products and services, keep customer satisfaction levels high and keep agents busy.
Klipfolio Dashboard for call centers can provide a simplified, actionable visualisation of the operational business data to front line agents, supervisors and managers so they can see trends, manage exceptions take corrective action to achieve business objectives and keep callers happy. Providing agents with call statistics from the phone system in addition to being able see and search on up-to-date information from enterprise CRM or ERP applications from their desktop, agents never lose sight of what they are being measured against, how they are performing and can manage their behaviour accordingly.
Individual's actions are aligned with, and contribute to, team goals that are driven by business strategies underlying the key performance indicators in front of them.
One of the most exciting trends in business intelligence is the adoption of mobile BI dashboards. This trend is so exciting because it extends the visibility of your call center metrics from your office to the palm of your hand via any smartphone (iPhone, Android, BlackBerry), tablet (iPad, iPad2, Playbook), or internet browser. Think of mobile BI as complimenting your desktop call center dashboard. It allows your managers to login and see important KPIs even away from their desk. Just because you're away from the office doesn't mean you have to be away from your business.
