chatIcon
Live Chat
Home » Posts tagged 'philippines call center'

Top Call Center Key Performance Indicators to Monitor and Watch for Success

International Call Forwarding Facilitates the Use of Call Centers around the Globe

Many businesses utilize call centers to minimize their customer service expenses. When their customers call a local or toll free number for questions, these calls are frequently forwarded to inbound call centers in other countries. This is accomplished via international call forwarding. Telemarketing, solicitations, and other customer contacts utilize outbound call centers for their calls. These outbound call centers may or may not rely on international call forwarding.

In 1998, Pramod Bhasin opened the first India call center. Since then, business outsourcing services—such as call centers—account for much of India’s economic growth by employing many of India’s educated, English speaking citizens. The India call centers employ several hundred thousand workers.

In recent years, the number of Philippines based call centers has been increasing to the extent that Philippines call centers employ more people than Indian call centers. This is because Filipinos have lightly accented English speech compared to the speech of Indians. Furthermore, many Filipinos are more familiar with American culture since the Philippines was a former US colony. Bangladesh and the West Indies are also active in the call center industry.

International call forwarding has driven the global expansion of the call center industry to countries with English speaking population and low wage structure.

Key Performance Indicators Are Business Specific

Key Performance Indicators (KPIs) are business specific. Select them wisely by considering the strategic interests of your business. There are four basic areas to consider:

  • Affordability and sustainability of the call center,
  • Maximizing your customers’ experience,
  • Improved business outcomes, and
  • Efficient use of your human resources.

Keep these in mind when selecting the KPIs that you monitor.

Call Center Standard KPIs

The following is a list of call center standard KPIs. The listing order is arbitrary and is not indicative of priority or importance. Your business goal should determine the priority and importance of the KPIs that you track.

Percentage of Calls Blocked

This is the percentage of incoming calls not connected to an agent. Either the agents were busy, or the call center software could not handle the call volume. Blocked calls lead to customer dissatisfaction and possible loss of future business.

Average Time in Queue

This KPI represents the total time callers wait to speak to an agent divided by the total number of calls fielded by the agents. Since customer frustration increases with increasing queue time, this gives the impression that your business has poor customer service.

Average Abandonment Rate

The call abandonment rate is a measure of customer hang-ups before reaching an agent. This has happened to all of us. Customers gravitate to companies that are easy to reach in a timely fashion.

Service Level or Response Time

Service level is the percentage of calls answered within a specified period. Call center managers often set a service level goal such as 90/30 (i.e., 90% of the calls are answered within 30 seconds). Some consider service level to be the most important KPI since customer service and service level are closely related.

Average Speed of Answer

This metric measures the sum of time in the queue and time waiting for the agent to answer their ring. It does not include the time the caller spends working with the interactive voice response system. The metric measures the efficiency and accessibility of the call center team.

Average Handle Time

The average handle time is calculated by adding the agents talk and hold time to the after call work time and dividing this sum by the number of calls handled by the agent. Managers trying to reduce the handle time must be careful in their approach as customer satisfaction could be affected. There are several steps to improve the average handle time:

  • Thorough training of agents,
  • Continuous monitoring of agents’ performance,
  • Recording of calls,
  • Effective coaching of agents,
  • Streamline agent workflow and processes,
  • Optimize call routing,
  • Use a knowledge base,
  • Utilize an internal communication system, and
  • Ensure customer information is current.

Average after Call Work Time

After a call is completed, agents complete tasks such as emails, updating databases, and contacting call center teammates. After call work time encompasses these tasks.

First Call Resolution

First call resolution occurs when a customer’s query is satisfied during their initial call, and follow-up is not necessary. Research suggests that this metric has a greater positive impact on customer satisfaction than any other KPI.

Customer Satisfaction

Companies use customer surveys to measure customer satisfaction.

Occupancy Rate

Occupancy rate measures the total time agents are on calls or completing other work related tasks divided by the total work time.

Agent Absenteeism

Human resource personnel routinely track the days lost from work for all call center employees. Effective call center operations minimize absenteeism.

Agent Turnover Rate

Agent turnover rate is the percentage of agents the quit their employment. Human resource personnel also track this KPI.

 

5 Call Center Features You Need for an Inbound Sales Team

Inbound call center agents handle incoming calls for your company, usually in large volumes. Traditionally, call centers take on product orders or provide customer service during hours when your office is not available.

 

call center lady world map

Call centers will typically use virtual toll free numbers when the call center is located outside the country. They are especially beneficial in areas where labor is less expensive. For example, you may have a few call centers setup in the Philippines or India. Depending on your industry, you may even have call centers specified just for bringing in new sales opportunities.

International call forwarding services are imperative to sales teams. Whether you are the owner of a call center in the Philippines or India, a toll free call forwarding service provider can get your enterprise set up with a call center phone system so you can increase sales at your company. We highlighted 5 key features that can increase the effectiveness of your inbound call center.

Your Inbound Sales Team

Inbound sales, by definition, is the budding relationship between a potential client that reaches out to your company and a salesperson from your organization. Because the digital realm has transformed the way companies interact with consumers and make sales, enterprises have now included digital phone numbers, or virtual phone numbers, to streamline the process.

When these features are integrated into your processes, your inbound call center can be more effective than ever. Global Call Forwarding is able to help you attract the revenue you want with new and more modern techniques than ever before.

Below you can read about 5 of the top call center phone system features that can improve the performance of your inbound sales team.

  1. Call Recording

Call recording is a feature that allows you to record any inbound calls automatically. Simply select the number you want to record and enable or disable the feature as needed. With this in place, you can monitor your international call center’s conversations and understand how to improve the sales process. As a manager or business owner, you may find that after listening in on a few calls, you will have just the right knowledge to help out your employees. You can also use these recordings to train new sales staff.

When you keep and store these calls from your personalized Control Panel, you can also recover lost information from previous calls in case that you need to remember important details about your prospects. Let’s say, for example, a prospective client has spoken to a salesman in your India call center. However, when the same client calls back a week later, your salesman is either out of town, on vacation, or no longer working for your company. To find out information about this specific client, you can access your Control Panel and pull important information from their previous conversations. Now you will be able to hand off the inbound client to another member of your call center in India without worry. This can be a useful add-on to your current plan with Global Call Forwarding.

  1. Call Transfer

This feature is just like having an auto-attendant or virtual assistant! Call transfer allows you to make a transition immediately or place a person on hold while you brief the individual on the other line. This can be done even if all three parties are in different countries or area codes.

How does this help your inbound sales? If a potential client contacts your call center in the Philippines and has reached your virtual assistant, your assistant can place that person on hold while they brief the salesman. This allows your salesman the opportunity to quickly research the client’s needs or requirements. This is especially useful if a salesman would like to offer unique products or services that are even better than the competition.

  1. Simultaneous Ringing

There are many reasons to have simultaneous ringing in a call center. With this feature, you can forward calls from your line to two or more numbers through your inbound call center. Even though they will ring at the same time, the call will only be connected to the first salesman to answer it.

This is useful if you have a sales team that is not always in the office or at their desk. Perhaps they frequently travel and meet with different business partners. With simultaneous ringing, they could get calls transferred to their personal cell phones if this is a more convenient option for them. This ensures your team does not miss out on important communication while they are away.

  1. Interactive Voice Response (IVR)

Interactive Voice Response (IVR) gives your callers a computer greeting and directs them to the appropriate line for their needs. All of this is automated for their convenience as well as yours. All they have to do is navigate through the menu system through their voice and keypad. Best of all, this system is customized to your needs. Within your IVR, you can include company announcements and new deals. This even gives you another opportunity to sell!

IVR also saves your employees time and effort if there are individuals who tend to call your company for a simple, specific reason. For example, if a customer contacts your India call center because they only need to receive their account information, your Interactive Voice Response can do it for them!

  1. Black and white lists

Filtering calls is now easier than ever. Reject numbers coming in from specific area codes to maximize your efficiency. No more unwanted or unsolicited calls!

If your call center in the Philippines is getting hounded by spam, for example, you can integrate black and white lists with toll free call forwarding services. Your “Black List” blocks unwanted callers while a “White List” places preferences on those you want to hear from.

Improve Your Inbound Sales Team

These are just a few of the call center phone system features that can improve the performance of an inbound call center sales team. It is incredibly important, now more than ever, that your sales teams remain consistent in the way you provide service.