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Running a call center comes with a lot of work and it needs to be evaluated properly in order to ensure the smooth running of a call center. It might seem like a huge process but voxdesk has got you covered. Read on to know more about how Voxdesk helps in making that process seamless.
Business success is defined by its individual and collective culmination. Leadership, team management, resource allocation, effective operations, and shared communications play a vital role. However, performance evaluation provides detailed insights and explains the reasons behind expected and actual variances. Call centers are no exception to this phenomenon.
Information and analytics tools are invaluable resources that most call centers use to monitor their operations actively and analyze their effectiveness. There has been a rapid advancement in such systems in recent years. However, modern systems can do so much more. Below we discuss one such program and its services for call centers.
VoxDesk is one of the most popular information management systems. It is a highly collaborative platform that brings operations and evaluations in one place. In addition, it is a collection of more than thirty computer programs that execute essential services to streamline business operations and perform active analysis. Below we’ll discuss the key performance indicators of call centers and find out how they allocate VoxDesk resources to administer these KPIs.
Following are the most important KPIs of call centers. We have also discussed some of the key VoxDesk resources to manage and assess these KPIs. Take a look.
Call centers must handle large volumes of inbound and outbound clients. Especially for the inbound clients, the queuing time can be exhausting. No one likes to wait for long; thus, the response time becomes a critical element. A shorter queuing time indicates satisfactory performance by the call center. The industry average is 20 seconds. High-performing call centers successfully deal with 80% of their clients within this timeframe.
VoxDesk resources that assist in reducing the response time: - Call Queuing / Call Hold - This feature in VoxDesk ensures that the client’s queuing time is not spent on idle waiting. A recorded voice message or music is played through this feature. The call hold feature creates multiple layers to reduce the queuing time further. - Call Routing / Automatic Call Distributor - Call routing plays a vital role in reducing the response time by a great margin. It prevents crowding and enhances mobility so that the clients are frequently distributed among agents.
Handling time is the next key performance indicator after the response time. It starts when a client is connected on a call with the agent. It ends when the underlying issue is resolved or the information is communicated. Both inbound and outbound clients expect a shorter service time. The industry average is 6 minutes and 10 seconds. Note that the average handling time is different from the average call duration.
VoxDesk resources that assist in reducing the handling time: - Soundboards - This feature saves agents from memorizing complex messages and allows them to play pre-recorded messages. These soundboards can be legal or contractual disclaimers. - Call Transfer - Call transfer is a regular feature used mostly in the cases of inbound clients. This feature ensures that calls are swiftly and smoothly transferred between agents.
First contact resolution (FCR) refers to an agent’s job success rate for new clients. Higher FCR indicates a high-performing call center. The FCR for outbound clients is normally high as agents transfer recurring information to most clients, i.e., promotional messages. However, maintaining a high FCR for inbound clients is challenging as they have queries/issues that need to be resolved quickly and effectively.
VoxDesk resources that assist in increasing the FCR: - Call Center Scripts - Thanks to this feature, the agents do not have to memorize critical problem-solving techniques. Call center scripts can be easily used to navigate through systems and solve queries. - Call Notes - Call notes are used to store clients’ personalized queries. These notes come in handy when inbound clients are later treated as outbound clients to provide them with an FCR for their pending query.
Self-service is the automation of client handling services. It involves the integration of an intelligent and interactive computer program for problem-solving. This application deals with all clients and helps in streamlining various standardized operations. Self-service accessibility refers to how easily a client accesses such a program. The availability and accessibility of the self-service module are KPIs for call centers.
VoxDesk resources that assist in increasing the Self-Service accessibility: - IVR System - Interactive voice response (IVR) is a critical feature that ensures the self-service feature runs smoothly. It stores its data for statistical analysis and innovation.
Customer satisfaction is the most important KPI for the call centers. This is due to the nature of “client-intensive” business operations. All the KPIs mentioned above are linked with customer satisfaction. Thus, it can be used for overall performance analysis. According to observe.ai, half of the clients who experience poor service at first interaction hesitate to contact the same company again.
VoxDesk resources that assist in increasing customer satisfaction: - Priority - This feature assists in prioritizing high-value clients. It then also automatically reminds the agents and places the connections. - Call Monitoring / Recording / Logging / Analytics / Dispositions - VoxDesk perform all essential operations relating to call handling. All these services play a vital role in analyzing the agents’ performance and customer satisfaction scores. - Robo Dialer - Robo dialer works in line with the priority feature. It automatically detects the - CRM Integration - Customer relationship management or CRM plays a vital role in increasing customer satisfaction. It focuses on the overall administration and assessment of operations. - Timezone Connect - This feature is critical in the case of outbound clients. It ensures that clients are only contacted according to their time zones at an appropriate time. - Closest Location - This feature is tailored to prioritize and solve the queries of nearby clients. This feature helps in automatically saving and managing the data of such clients.
VoxlDesk is an “All-In-One” solution for call centers. It aids in strategic decision-making through its useful insights and modernizing functions at the operational level. All the apps included in this package are continually updated to the latest market practices. New and more powerful apps are also added to this collection, thanks to VoxDesk’s commitment to innovation. Also, this system is available at an affordable price. If your business is a new market entrant, VoxDesk provides you with a fantastic opportunity to excel and grow in a competitive market.
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