{"id":3419,"date":"2020-11-23T09:40:43","date_gmt":"2020-11-23T09:40:43","guid":{"rendered":"https:\/\/www.acefone.com\/blog\/?p=3419"},"modified":"2026-01-28T19:14:57","modified_gmt":"2026-01-28T19:14:57","slug":"evaluate-and-improve-contact-centre","status":"publish","type":"post","link":"https:\/\/www.acefone.com\/blog\/evaluate-and-improve-contact-centre\/","title":{"rendered":"4 Key Points To Use As Reference To Evaluate And Improve Your Contact Center Services"},"content":{"rendered":"

No one starts their day with the thought of spending 30 minutes to an hour on the phone, waiting to reach a support agent who can resolve their issues. However, the customer might not have such a haunting experience when the business they are reaching out to uses contact center solutions<\/a>. The line \u201clet me put you on hold,\u201d always leaves a negative impression on customers, who\u2019re likely to feel helpless and undervalued on hearing this clich\u00e9d phrase.\u00a0<\/span><\/p>\n

This is especially true now when the world is hit by a pandemic, restricting us physically while also adding a mental strain. A <\/span>Washington Post<\/span><\/a> article reported that companies across the globe are struggling to accommodate calls while maintaining the health and safety of their employees. Some of them have resorted to establishing landing pages for frequently encountered issues, as well as policy revisions to avoid mundane conversations.\u00a0<\/span><\/p>\n

But are the firms really at fault or is the way we communicate just changing?\u00a0<\/span><\/p>\n

Perhaps it has something to do with today\u2019s crisis? Let\u2019s take a closer look at these pain points and figure out how to improve call center metrics through big data and analytics.\u00a0<\/span><\/p>\n

We\u2019ll also explore a couple of solutions that would complement your newly learnt improvement strategies.\u00a0<\/span><\/p>\n

1. Measure your service level<\/h2>\n

Service level refers to the number of answered calls within an earmarked duration. In order to improve performance, you have to accurately calculate this metric for your organisation.\u00a0<\/span><\/p>\n

According to <\/span>experts<\/span><\/a> in the industry<\/span>, <\/b>80% of calls answered within 20 seconds should be the standard to follow for all contact centers.\u00a0<\/span><\/p>\n

Here\u2019s how it works: Let\u2019s say your contact center receives an overall volume of 100 calls per day. The 80% ceiling would require 80 calls to be attended to in 20 seconds.\u00a0<\/span><\/p>\n

Let\u2019s assume your agents managed to tackle 65 of those calls within the time limit.\u00a0 The service level can then be found by dividing calls answered by the calls that were required to be answered and taking the percentage out of that.\u00a0<\/span><\/p>\n

i.e., 65\/80 * 100 = 81.25% service level<\/span><\/p>\n

This KPI (key performance indicator) is quite important for agents and managers alike.\u00a0<\/span><\/p>\n

You could either measure it daily or weekly. Besides its role as a performance metric for agent evaluation, upper management can also keep track of managers\u2019 work and the progress of different teams within the organisation.\u00a0<\/span><\/p>\n

Service level percentage is a good way to implement improvement strategies at the workplace. However, this won\u2019t be enough on its own. You also need to establish a limited time frame to effectively compute service level, depending on your specific needs.\u00a0<\/span><\/p>\n

2. Enlist a cloud-hosted phone system<\/h2>\n

If you\u2019re wondering how to actually bring up the performance of your business, you should definitely consider acquiring the latest cloud technology. You\u2019ve probably encountered quite a few confusing <\/span>VoIP terms<\/span><\/a> while browsing for tools, but a powerful innovation you can definitely rely on is the cloud-hosted phone system.\u00a0<\/span><\/p>\n

Designed to be versatile and tailored to your business demands, a cloud-hosted phone system enables you to run virtual contact center software<\/a> anywhere via the Internet. It drastically cuts costs and offers increased flexibility in your communication channels.\u00a0<\/span><\/p>\n

Moreover, the cloud can provide you with an appealing virtual number, which you can use to promote your business and give customers an easy (and free) way to stay in touch with you at all times.<\/span><\/p>\n

Apart from improving the service level of contact centers, hosted cloud phones also guarantee call continuity with minimal downtime. You can even document queries within the call history and enable alerts and voicemails so that you never miss a caller. These solutions also come with an online portal that acts as a gateway to personalise your phone system.<\/span><\/p>\n

Here are a few <\/span>call center features to consider<\/span> for enriching your business communications. The cloud is packed with benefits that can help you implement call center improvement strategies.\u00a0<\/span><\/p>\n

3. Allot resources for call center improvement strategies<\/h2>\n

Sure, you might already have ideas on how to improve your kiosk\u2019s performance, but how can these ideas come to fruition if you\u2019re not willing to spend time or money on them?\u00a0<\/span><\/p>\n

Time is easy. You just have to allot time for evaluating your organisation\u2019s overall performance and devote daily efforts to improve call metrics. It all boils down to how you utilise the hours of each workday, but we\u2019re hoping you use them well enough to appraise and enhance your service level.\u00a0<\/span><\/p>\n

As for finances, you need to set aside some budget for courses and training that can empower your team to develop the <\/span>qualities necessary in successful support agents.<\/span> Additionally, you can enlist a outbound call center software<\/a> that can help boost your service level.\u00a0<\/span><\/p>\n

Investing in the latter isn\u2019t very expensive. There are basic pricing packages that begin with \u00a34.99 per user per month, which isn\u2019t a hefty price if you want your strategies to bear fruit.\u00a0<\/span><\/p>\n

If your contact center is bigger and more complex, you can also subscribe to upgraded packages with more benefits that can address your particular requirements.\u00a0<\/span><\/p>\n

Visit this page, for more : Inbound call center software<\/a><\/p>\n

4. Track your activity and results<\/h2>\n

Call centers operate with a popular phrase \u201cif you can\u2019t measure it, you can\u2019t manage it.\u201d To fully improve your services, you need to keep an eye on KPIs<\/a> for all the agents and their projects.\u00a0<\/span><\/p>\n

Furthermore, you need to use these metrics thoroughly and regularly\u2014be it every hour, week or month\u2014to maintain top-notch performance levels, give customers the best experience, and maintain meaningful relationships with them.\u00a0<\/span><\/p>\n

Once you\u2019ve grasped how to improve service levels in your center, it\u2019s time to turn towards other metrics such as efficiency indicators, call abandonment rates, quality indicators, media ROI determinants, and sales and customer service indicators.\u00a0<\/span><\/p>\n

Although you may have robust strategies for your support services in place already, don\u2019t forget to read the reports and analyse the data you\u2019re presented with. This could make or break your operations and can purposefully indicate if you\u2019re soaring up or heading downwards.\u00a0<\/span><\/p>\n

Conclusion<\/h3>\n

Monitoring your performance on various aspects will solidify your plans for improving call center metrics. However, don\u2019t forget to enlist time, effort, and technology on your side as well.\u00a0<\/span><\/p>\n

It\u2019s important to secure contact center services in order to become more efficient and ultimately, give your patrons the best customer service that they deserve.\u00a0<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"

No one starts their day with the thought of spending 30 minutes to an hour on the phone, waiting to reach a support agent who can resolve their issues. However, the customer might not have such a haunting experience when the business they are reaching out to uses contact center solutions. The line \u201clet me […]<\/p>\n","protected":false},"author":37,"featured_media":19651,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[185],"tags":[],"class_list":{"0":"post-3419","1":"post","2":"type-post","3":"status-publish","4":"format-standard","5":"has-post-thumbnail","7":"category-contact-center"},"yoast_head":"\nBoost Contact Center Performance Metrics with This Tactic<\/title>\n<meta name=\"description\" content=\"Maximize contact center success with performance metrics. 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