Don’t ignore it – measure it: The Importance of Call Performance

Call performance and productivity are closely linked but we don’t always make the connection.

Here at Fifteen Digital, we work with clients to ensure their telecommunications systems remain a vital means of connecting the business or organisation to its customers.

• Do your customers experience long delays in getting through?
• Do you feel missed calls are impacting on your business?
• Are you aware of the reasons for high numbers of calls?

Whether you are dealing with large call volumes throughout the day or if your business intermittently handles moderate numbers of calls, it is essential these are monitored to be able to grasp a true picture of the type of service your customers are receiving.

So, what do we need to look at when measuring the performance of calls?

• Abandonment rate. How quickly are calls abandoned by the customer?  Do they struggle to get the answers they are looking for?
• Hold time. How long are your current and potential customers waiting to get through?
• Calls per employee. If you have employees who are required to focus specifically on customer calls, how are they performing and how can you best assist them?
• Calls per day and which time of day. Monitor when the busiest times of the day are and the number of calls you can expect to receive.
• Average call handling time. How many minutes on average, is the customer on the phone?
• The reason why customers are calling. If a business or organisation understands why customers are calling, they are best placed to put the adequate measures in place to be able to deal with those calls.  For example, if you are running a particular campaign, can the high numbers of calls be linked to that?
• How quickly those calls are resolved. The quicker customer issues are resolved over the phone, the more satisfied the customer will be.  However, the calls need to be resolved satisfactorily and not just within a specified time limit.

When calls are measured alongside employee engagement and customer satisfaction, a business or organisation can realise exactly where value can be added.  Technology problems and failures can lead to an ineffective phone system, which can then in turn affect the overall performance of calls within your business.

At Fifteen Digital, we install call performance management systems that are bespoke to your business and call activities, so businesses can:

• Make monthly comparisons
• Motivate employees
• Improve the overall customer service
• Streamline services
• Evaluate performance
• Check the call quality by way of conversation recording
• Improve the services they provide

Businesses need to establish how their customers want to communicate with them and build a strategy around those desires.  The above content focuses on a voice strategy but of course where customers wish to communicate via other means that strategy has to alter.  Look out for our next blog where we look at incorporating other channels, ensuring you always get the most from your communications systems.

We are partnered with NEC to provide the very best in telecommunications. 

For a no obligation chat about bespoke call performance, please don’t hesitate to get in touch.

https://www.fifteendigital.co.uk/contact/