Why Performance Metrics Matter a Lot to Your Customer Service

Why Performance Metrics Matter a Lot to Your Customer Service

OABPO Blog Team Published on November 3, 2014Last updated on April 7, 2021

There are many reasons why your call center in the Philippines is obsessed with monitoring performance metrics and sending you hourly, daily, or weekly reports.

call center manager thinking

It helps managers assess your workforce’s productivity and provide immediate attention to the weak points that your agents may be showing.

But did you know that call center metrics are not only important to your call center managers, but to business owners like you as well?

Call center metrics are not just figures that indicate how efficient your outsourced employees are; they can also reveal the status of your customer service strategies. This is why more than just the desire to have a motivated workforce, you need to closely monitor your call center metrics to stay updated with how your customers are liking the services you provide.

More than just numbers

Customer service metrics indicate the level of service you are capable of providing. The data you retrieve from these interactions tell you how your agents proficiently handled each situation and performed the necessary actions to resolve customer concerns.

thinking call center agent helping customer

With objective and reliable data in hand, you can be more confident in making a case as to why your customer service beats your competitor’s.

In other words, the call center metrics that reach you on a regular basis represent real customers. They shouldn’t be treated just as numbers, but as indicators of how you treat your brand’s supporters.

Whether it’s average talk time, number of escalations, agent turnover, or waiting time, each of these metrics will give you an idea on how it was like for your customers to do business with you. Behind these numbers are people who deserved to be given exceptional customer service.

The question is, were you able to give them what they expected to get from you?

What’s next?

The goals you make must always be based on the metrics that you gain over time. For example, if your call center metrics reveal that most customers abandon the call because of long waiting time, then your immediate goal must be to embrace technologies that will make the customer experience a pleasant one.

Monitoring your customer service metrics will let you have an understanding of your call center’s progress. This lets you study your traction so you can find out which among your customer support strategies are working and which ones may be dragging you down.

motivated customer service working in call center

This is why metrics should be treated as the foundation to your improvement plans. If you intend to improve one particular customer service area, say your agents’ work efficiency, metrics like call handling time and first call resolution will determine if you made the right corrective measure or if you need another one.

Metrics are not solutions to problems; they are more diagnostic than curative. They are able to give you an accurate representation of not only what transpired in the recent past, but of what can become of your customer service’s future. You need to learn how to use them as yardsticks of service improvements that you integrate in your organization.

Make dismal performance metrics a thing of the past when you outsource your customer service needs to Open Access BPO. We provide multichannel voice and non-voice solutions in over 30 languages to effectively communicate with local and international customers. Don’t wait, start your outsourcing journey. Contact us today.

 

Read More

JOIN US ON FACEBOOK
Open Access BPO
Open Access BPO11 hours ago
With the #ecommerce holiday shopping rush comes the armies of customers with their purchases and inquiries.
In the middle of all this, your brand needs to make both them and your team happy.

Here's how you can strike the right balance between ๐—น๐—ฒ๐˜๐˜๐—ถ๐—ป๐—ด ๐˜†๐—ผ๐˜‚๐—ฟ ๐˜๐—ฒ๐—ฎ๐—บ ๐—ฒ๐—ป๐—ท๐—ผ๐˜† ๐˜๐—ต๐—ฒ ๐—ต๐—ผ๐—น๐—ถ๐—ฑ๐—ฎ๐˜†๐˜€ and ๐˜€๐—ฒ๐—ฟ๐˜ƒ๐—ถ๐—ป๐—ด ๐˜†๐—ผ๐˜‚๐—ฟ ๐—บ๐—ผ๐˜€๐˜ ๐—น๐—ผ๐˜†๐—ฎ๐—น ๐—ฐ๐˜‚๐˜€๐˜๐—ผ๐—บ๐—ฒ๐—ฟ๐˜€: https://buff.ly/3ur1Q1o

----------
Ensure your customers' needs are met with a trusted #CustomerService expert: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
CustomerService #CustomerExperience
Open Access BPO
Open Access BPO12 hours ago
Failing to meet customer expectations may be your goal, but there are unforeseen and unavoidable instances that cause you to fail.

Here are 4 basic steps of a business #CustomerSupport strategy when facing mishaps: https://buff.ly/3iDVQQr

----------
Start your journey to a better #CX with a #CusomerExperience expert: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO1 day ago
As much as your brand wants to give your customers a great experience, there are times when you really have to say no to their requests. For #CallCenter agents who are trained to always delight the customer, having to say "no" can be difficult.

Here are 5 tips for letting down your customers gently without ruining their entire #BrandExperience: https://buff.ly/3VuHqR6

----------
Choose an #outsourcing company that values customer service and brand retention: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerSupport #CustomerService
#CallCenterTips
Open Access BPO
Open Access BPO3 days ago
The holiday season is one of the busiest times for most businesses and deal-seeking consumers.

Between the onslaught of online shoppers, the potential issues you might run into, and possible internal concerns, is your brand ready to handle the holiday rush?

Here's how outsourcing can ensure a satisfying #CustomerExperience during the holidays: https://buff.ly/3XTgDzB

-
-
โ€ข How a 24/7 Call Center Handles a High Call Volume During the Holidays
https://buff.ly/3B9bkCq

โ€ข Outsourcing to Beat the eCommerce Holiday Shopping Rush
https://buff.ly/3FqlDEC

โ€ข UI Tune-Up: A Customer Service Must-Do for the Holidays
https://buff.ly/3XYPiMj

โ€ข 5 Ways to Boost Customer Satisfaction This Holiday Season
https://buff.ly/3FooIoE

โ€ข 4 Major Flops that Could Happen Over the Holidays
https://buff.ly/3FmdfWL

โ€ข How Can Philippine Call Centers Motivate Agents After the Holidays?
https://buff.ly/3XOlmmd

โ€ข Top Five Business Tasks To Outsource During The Holiday Season | via Forbes
https://buff.ly/3B9bkSW

----------
Partner with a #multilingual #CX expert trusted by global brands for their 24/7 support: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#ecommerce #OnllineRetail
#OnlineShopping #HolidayShopping
#CustomerSupport #CustomerService
Open Access BPO
Open Access BPO1 week ago
If you think it has become harder to make your customers happy these past couple of decades, you're right.

Here are the 5 reasons why making customers happyโ€”and keeping them that wayโ€”has become an even more demanding task: https://buff.ly/3APNZFN

----------
Start improving your customer retention and brand loyalty: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerSupport #CustomerService
#CX #CustomerExperience
Open Access BPO
Open Access BPO2 weeks ago
#BlackFriday and #CyberMonday are the biggest holiday shopping events in the US, with millions of consumers eagerly waiting to snatch up season-exclusive discounts and special deals.

To provide the best #OnlineShopping experience possible, #ecommerce brands and their outsourced support teams spend months devising #CustomerSupport strategies.

Here are a few notable stats about these shopping holidays.

#WeSpeakYourLanguage
Open Access BPO