The metrics used to measure performance in BPO units speak a lot about what kind of growth it hopes to achieve. In call center parlance, there is an unwritten law that nothing gets done unless that thing is measured! In other words, call center services don’t really work towards attaining some goals unless they are being monitored and the progress chart is being maintained.
For example, the answering service may not be doing well in terms of time management. That is when you need to check the hold time on each call made to the inbound call center team. That should give you the answer. Similarly, if you find agents getting stressed out, you have to check the gap between two calls that they receive.
For every aspect of the call center, there are certain metrics. As a BPO planner, you can stick to the industry-accepted metrics and tweak them to suit your ends. You can also make your own metrics so that they give you the figures that help you make decisions on call center services. The aim is always the way forward.
However, the BPO service managers need to keep something in mind. That is, once you freeze the metrics, don’t change that too often. This gives off the impression that the business outsourcing management is not sure of what it wants to attain.
