The call Centre services have always used the same metrics to measure performance. These metrics offered them some kind of purchase, but when it came to working in the modern sense of business, they fell short of expectations. The BPO managers had to think of something different from what they traditionally measured. Moreover, they had other non-tangible aspects to measure as well, like customer satisfaction with customer services. For that they couldn’t have depended on the existing metrics of the day. They had to bring some other areas like first call resolutions and agent utilization rate, along with cost per contact and average speed answer.
These new age metrics are important for the call Centres. They establish the BPO unit as a professional set-up. The clients are better off with technology aiding telemarketing services. It gives them a feeling that their telemarketing project is in good hands. When the call Centre units are pitching for projects, they will be in a position better suited to bag it. Clients are also particular about the way call Centre services are being done. They have a brand reputation that they have to take care of. The metrics of the call Centre services often determine what kind of efficiency the unit is going to work at.
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