 Benchmarking Techniques in a Call Centre IndustryIn a call centre environment, customer service plays an important role in Customer Relationship Management. Quality management involves evaluation, monitoring and review stages constantly to ensure customer’s requirements are fulfill. In call centre business, the staff movement is generally high where trainings and reviews are conducted on a daily basis. VEassure is built to follow key criteria that are applied to the benchmarking techniques with specific formulations that meet the following: | | Identify strengths and weaknesses in the call center Diagnose and understand the underlying drivers of performance gaps Prescribe actions to improve performance Establish performance goals for both individuals and the call center overall.
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VEassure provides managers with an extensive range of qualitative and quantifiable data in managing their call centres. These data information include the following: | |
No of times the customer calls per time range with lowest to highest number sorting and graph display( FCR ( First Contact Resolution ) vs Customer Satisfaction );Quantity over Quality metrics where Agent Utilization vs the Aggregate of call centre Performance is measured with costing field by time (minutes/hour); Average duration of call by call centre aggregate vs per agent for office hours and non working hours with the time pre-definable by user; No of calls made or received by Agent vs Call Centre aggregate.
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