Efficiency metrics is also known as activity
ratio. It is used for measuring a company's ability to use its resources
efficiently. These metrics or ratios are at times viewed as measures of
management effectiveness. In most companies, important business objectives are
defined and measured in terms of activity and efficiency metrics. It is the
ability to do work successfully without any waste. Efficiency is often confused
with effectiveness. Efficiency is about doing things right, whereas
effectiveness is about doing right things.
Handling non-core business processes in-house
involves a large amount of time to handle the influx of customer calls and
resolving their queries. By partnering with call
center India, businesses can
adroitly focus on their core operations and allow service providers to handle
customers’ calls and issues. The service providers have team(s) of diligent and
efficient professionals, who skillfully resolve customer queries and offer the
best in class resolution for the same. The call center agents proficiently
handle demands of customers. In addition, the service providers from time to
time measure a company's ability to use its resources effectively.
Efficiency is often measured as the ratio of
useful output to total input, which can be expressed with the mathematical
formula r=P/C, where P is the amount of useful output ("product")
produced per the amount C ("cost") of resources consumed.
The efficiency of call center in India is
measured with the help of following efficiency metrics:
Average
Call Abandonment Rate: In a call center, this efficiency metric refers
to the percentage of calls where a caller hangs up before the agent answers. A
high abandoned call rate indicates lengthy wait times or an inefficient IVR
system. To keep the rate to a minimum, identify the problems affecting your
agents and see why they cannot get to your customers on time.
Average
Time in Queue: Average time in queue is measured by
dividing the total time callers spend in the queue divided by the total number
of calls answered. To keep this efficiency metric to a minimum, you can offer customers a
call-back service so that their need to wait is done away with.
Service
Level: This efficiency metrics measures the agents’ efficiency in
real-time. Service level can be defined as the percentage of calls answered
within a specific time. It helps assess if the agents are quickly moving from
one call to the other.
Average
Handle Time: Average handle time is the average time
duration of the call. This efficiency metric is slightly difficult to measure because if
the average time is too high, it means the agent has been struggling with
customers’ requests. On the other hand, if it is too low, it means the customer
is not getting proper support.
To keep this metric within an acceptable range,
it is vital that call centers offer premium-quality training and customised
coaching to their agents. Besides being trained on call handling and product
knowledge, the agents should be imparted tool-related training.
Another way of minimising this metric is by
automating tasks such as filing of forms or note taking. Simple features such
as call routing or call recording can go a long way in bringing down AHT.
Occupancy
Rate: This efficiency metrics assesses the productivity of an
agent across their call-related duties. Occupancy rate measures the time agents
spend on live calls and completing work related to these calls.
If the occupancy rate is too low, the agent is
not spending much time on work-related stuff. In such a scenario, you need to
identify the duties of an agent and pay attention to tasks that do not fall
under the purview of call-related work.
First
Call Resolution: It is one of the vital efficiency metrics. First call resolution or FCR
reflects your agents’ and your company’s capacity to solve problems and offer
support the very first time a customer makes a call.
According to a recent study, over 60 % of the
call centers measure FCR as an important key performance metric (KPI). The
better a call center’s FCR, the more efficient they are in providing solutions
to clients’ issues.
FCR is calculated by dividing the total number
of cases resolved in a single call by the total number of issues resolved. The
cases included in this formula should be the things that can be resolved in the
very first call e.g. cancellations, booking modification, etc.
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