Key Drivers of Outsourcing Service Quality
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.
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
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
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