Top 7 Call Center Objectives for 2014-15

If you are like most call center leaders, you will often find yourself wondering which metrics to use when evaluating call center performance.

If you are a good one, you will remember that the more pivotal question concerns what your call center is trying to achieve.

Performance metrics enable businesses to assess success and therefore must be representative of what defines success within a given organization. If not set against the backdrop of objectives that matter to the business and its customers, metrics become trivial data points rather than guides to effective customer management.

Before answering the question of which metrics should drive call center performance, it is therefore essential to consider what makes a call center successful.

We posed that question to a selection of call center, customer experience and marketing leaders in our comprehensive survey for the upcoming Annual Report on the Customer Experience (due to launch THIS week) . Here are the seven fundamental objectives they deemed most relevant when evaluating call center performance.

1) Improving customer satisfaction

2) Acquiring and improving voice of the customer insights/customer feedback

3) Improving operational efficiency

4) Increasing agent productivity

5) Improving cost efficiency and containment

6) Generating and increasing customer loyalty

7) Increasing agent happiness