Why do Call Centers Need to Set SMART Goals?

• Improve CSAT and NPS scores.
• Hire and onboard talented employees.
• Complete more comprehensive call center training (monthly, quarterly, and yearly)
• Reduce customer churn.
• Increase employee satisfaction.
• Meet sales quotas (weekly, monthly, quarterly, and yearly)

The prime objective of customer service is to identify queries of customers, interact with customers, answer the queries of customers, resolve service issues, enhance customer experience and foster relationships, improve credibility and create customer loyalty.

Ensure that the call center is able to handle large amount of simultaneous calls. In bigger call centers,hundreds of clients can call simultaneously.

Another way to measure call center performance is through abandon rate. Call centers usually gauge the number and rate of abandons because both correlate in terms of revenues and retention. However, it has to be noted that the abandon rate is not completely under the control of the call center.

What is Call Center Performance Management? In essence, it is the ongoing process of communication between a supervisor and an employee that occurs throughout the year, in support of accomplishing the strategic objectives of the organization.

Call center KPIs are quantitative metrics that are used to evaluate constructs that are crucial to the success of the call center. They typically assess the performance of the agent, team, department and/or the call center as a whole.