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Service, Quality & Efficiency

9/18/2014

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Key Drivers of Outsourcing Service Quality

Outsourcing Service Quality
Clients and outsourcing service providers typically establish key SLAs and metrics during the negotiation process to measure and monitor performance. These help create a mutual expectation of the level and quality of services provided.
SLAs also play a key role in pricing and resource planning for the outsourcing engagement. Monitoring key performance parameters allows the clients to establish control over the quality of service and ensuring they get what they pay for.

Customer Satisfaction Index, First Call Resolution, Average Handle Time are some of the most common metrics monitored and reported in performance dashboards.

Given below are some important call center performance parameters.

Quality

Customer Satisfaction (CSAT): assessment of the call center performance from customer's / caller's perspective. Percentage of callers satisfied with the service

First Call Resolution (FCR): percentage of customer transactions resolved and completed in a single contact

Transfer Rate: percentage of calls or cases transferred to another person or department

Accuracy (Fatal & Non Fatal Error Accuracy): These measure adherence to procedures and transaction standards, usually measured though a quality monitoring process
Speed

Average Handle Time (AHT) or Turn Around Time (TAT): average time spent in completing one call or transaction

Service Level: percentage of calls that are answered within a defined wait time. It is most commonly stated as x percent of calls handled in y seconds or less 

Average Speed of Answer (ASA): average wait time for all calls handled

Abandon Rate: percentage of calls abandoned / not answered

Blockage: an accessibility measure to indicate what percentage of customers will be unable to access the call center at a given time due to insufficient network facilities in place
Cost

Agent Occupancy: the measure of actual time spent on customer contacts compared to available or idle time. Calculated by dividing workload hours by staff hours

Staff Shrinkage: percentage of time that employees are not available to handle calls. It is classified as non productive time

Schedule Efficiency: measures the degree of over-staffing and under-staffing that exist as a result of scheduling design

Schedule Adherence: measures the degree to which the specific hours scheduled are actually worked by the agents
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Managing Attrition in Call Centers

9/12/2014

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The business process outsourcing (bpo) industry in India, employing in excess of one million people, has always had to cope with high employee attrition. Attrition has been the single most important concern for the booming outsourcing industry when it comes to finding and retaining quality human resources.

There are various factors for the high attrition rate such as monetary benefits, variable work timings, work pressure, easy availability of other career options etc. High rate of attrition in an organization means increased recruitment and training costs.

Let’s look at the most common reasons for attrition in a BPO (Exit interview results of 260 employees):
Reasons for attrition in BPO
Let us look at some ideas that can help build an efficient retention policy. Also, retention efforts have to be an ongoing activity to ensure employee stay and grow with the company.

Employee Satisfaction Surveys: While exit interviews give insights into reasons for attrition and employee dissatisfaction, they can’t help reverse the damage already done. Along with exit interviews, it is essential to conduct regular employee satisfaction surveys which help understand the employee expectations and challenges. Based on the survey analysis, plan activities and convey the action plan with all employees. It is advisable to have a neutral or third party conduct the employee satisfaction survey.

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Call Recording Tops Desired Call Center Software Capabilities

9/1/2014

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Software Advice (a leading software consulting firm) recently analyzed a random selection of 385 of their interactions with thousands of buyers searching for call center software to uncover behaviors and preferences of call center software buyers, identify their most common pain points and pinpoint the features they're looking for. 
Call Center Software Features
Most requested call center software features
Key Findings:
  • A significant portion (46 percent) of buyers are buying call center software for the first time.
  • The majority of buyers expressed a preference for best-of-breed software (71 percent) versus integrated suites.
  • Call recording and computer-telephone integration (CTI) top the list of desired software capabilities among buyers, ahead of call routing and interactive voice response (IVRs).
  • Contact center buyers are focused on improving efficiency as their top priority.
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