The tasks being performed by the BPO companies on behalf of their client organization are continuously monitored by the clients and the targeted KPIs are also set by the client company which needs to be met in order to achieve the desired business goal. The BPOs try there level best to achieve the KPI components but sometimes it becomes very tough to achieve all the three components. For example, when a call center aims to enhance its customer happiness scores while performing its tasks, it will result in a slide in the average call handle time score. This happens in almost every customer service oriented company where in order to please their customers; the call center representative will end up staying longer over the phone for each task to ensure that every issues and concerns of the customers are addressed and this is done in the most well mannered way possible. Apart from the average call handle time, the quality scores may also slip because the customers might have got some requests that are approved by the call center representatives themselves and the requests made by the customers and granted by the Outbound Call Center agents can be against the guidelines which are set for all tasks in terms of quality.
If a BPO firm is trying to go the other way in order to improve the company’s poor performance related to the average call handle time score and begins to work on this, the customer satisfaction score gets automatically affected and starts going down. The quality scores of the BPO firm can also get affected since speeding up a call may result in missing the key points which are required to be mentioned in the task and the key points are important criteria in terms of quality score. Having said so, we can now be aware of why it is so difficult balancing all the three above mentioned BPO KPI components as enhancing one component will significantly affect another. If these effects are positive effects than there would not have been any problem, but sorry to say, things don’t always go this way. There is a solution by which a BPO firm can maintain the balance between all the three components while maintaining the average score for each of the KPI component. Meeting all the component scores at the middle and avoiding low scores could be a more controllable situation. KPI immensely helps businesses in studying the BPO firm’s trending as it provides the firm a fair idea of where they can set the most productive and achievable scores.
The BPO firms need to work on the Key Performance Indicator components from time to time and the same to be shared with the firm employees subsequently. The main point which needs to be noted here is that parameters which determine the performance indicators have to be measurable and defined clearly and if the firm succeeds in doing this, there will be no room for ambiguity.
Source by Mark Assle