Multiple brands prefer to opt for a call center outsourcing company to keep their customer happy and satisfied. With the increasing demand for such outsourcing companies, there are numerous call center agencies all over the country. 

Finding the best company determine the result that you are going to face. The efficiency of the call center agents matters the most as they are the main support of the company. Have you ever thought about how the efficiency of the company or the agents is measured? Maximum reliable call center outsourcing company keeps an eye on their agents’ performance through industry-standard key performance indicators. Let us give you detailed information about some of the essential KPIs—

Inbound:

First Response Time (FRT):

It shows how quickly an agent is receiving a customer’s call. Usually, maximum customers reject the call if the agent does not receive it within 3 minutes.

First Call Resolution(FCR): It shows how the agent is solving or addressing the issue when the customer first introduces the problem to the agent. When searching for the best outsourced inbound call center, try to know if the company is following the KPIs or not.

Average Speed of Answer (ASA):

ASA denotes the average timing of solving the problem. The time count starts when the customer was in the queue. For those clients who are communicating with an IVR system, ASA does not work for them.

Average Time in Queue: As the name says, it counts the time from when the customer was in the queue. A call center that has limited staff faces the issue, otherwise, most of the time, agents receive the calls within seconds.

Outbound:

Contact Rate:

How many leads are contacted among the given leads is known as the contact rate.

Lead Conversion Rate:

It denotes how many leads that you have contacted are ready to become your paid customer.

Dropped Call Rate:

If an agent fails to receive a customer’s call once it arrives, the call is referring to dropped call rate. The dropped call rate should not be more than 3% in a month.

Talk time:

A prepared script decides the length of the conversation. How long the agents are taking to solve the issue count as talk time.

Conversation quality:

A call center company cannot afford to lose its customers by misbehaving with them. Talking with the customers politely is the main thing that the agents should follow. How the agents are interacting with the customers is referring as conversation quality.

The mentioned KPIs are followed and maintained strictly at Vishnu Solutions to offer quality services. It may be the best choice for growing your business.