Contact Center Benchmarking Best Practices

Contact Center Benchmarking Best Practices

contact center benchmarkingWith the new year on the horizon, companies typically spend a moment looking back. By examining various KPIs, you can do more than just measure your success; you can also set goals to ensure you stay on target the next year. By integrating contact center benchmarking best practices into the process, you can create a functional roadmap.

 

Contact Center Benchmarking Best Practices

 

Contact center benchmarking best practices allow companies to track relevant information and facilitate positive change. Additionally, they promote a focused and intentional approach, ensuring your contact center strategy is refined.

 

By following contact center benchmarking best practices, you can improve your results. Here are a few worth bringing into your strategizing process.

 

Choose the Right KPIs Early

 

While most contact centers will focus on KPIs that track areas like customer satisfaction, wait times, resolution speeds, and others that monitor efficiency and result, not all companies should watch the same ones. Since every contact center is different, the KPI benchmarks you select may vary somewhat from the competition.

 

Additionally, your primary focus will play a role. For example, businesses that want to enhance the customer experience will refer to different KPIs than companies that have purely efficiency-related goals.

 

Since your goal is to steer your contact center toward greater success, select your KPIs based on your company’s goals. Make sure they align closely with core objectives and overall business strategy or mission.

 

Make Your Goals Well Defined

 

Tracking KPIs won’t lead to progress unless you have a clear, actionable goal. Without a highly defined objective, managers and employees won’t have a strong idea about your priorities or where they should focus their attention.

 

As you craft your call center strategy, avoid ambiguity. Vague goals – like reducing call times or increasing customer satisfaction rates – don’t have a clear indication regarding when success is achieved. Quantify your objectives to add clarity, such as aiming for a 10 percent reduction in call times. This makes your goals easier to understand and ensures there is a clear point where you can declare your efforts successful.

 

Define Milestones to Make Progress Manageable

 

If your improvement goal is lofty, then break it down into bite-sized chunks. Consider each step between where the company is now and where you want it to be, and use that information to create milestones. Then, identify which benchmarks align with each mini-objective, ensuring you track the right details.

 

This approach also allows you to easily monitor the effect of various changes in the organization. If your strategy involves implementing a new contact center solution, you can determine its effect on critical KPIs associated with larger goals. It ensures that any projects that should result in positive change in the call center have the anticipated impact.

 

Make Continuous Improvement Part of Your Call Center Strategy

 

In nearly all cases, there’s room for improvement. As you work through your milestones, and achieve various goals, resist the temptation to stop. Your contact center is a critical part of your operation, and customer expectations change frequently.

 

By ensuring call center benchmarking, KPI tracking, and continuous improvement remain a priority, you can maintain your forward momentum. As you gain a deeper understanding of your call center operations and the impact of various changes, you can position yourself to excel, ensuring you exceed your customers’ expectations and stay ahead of the competition.

Nathan Weatherford

Nathan is in charge of Marketing & Business Development at VocalPoint Consulting. Launching new marketing initiatives, planning for events, meeting with clients and providers is all part of the job.

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