I love setting goals. We all have things that we want to achieve in our lives--building a successful business, getting into better shape, raising a wonderful family. For most of us, the path to achieving those things starts with setting a specific and actionable goal. I would set goals for clients I wanted to land, for classes I took, and for weights that I wanted to lift in the gym.
In the call center industry, measurement can be your best friend or a big enemy, depending on how you approach the data. Facts and figures are only as useful as their analysis and application. This can result in over-analyzing or getting lost in too many data points.
The one thing everyone wants to know is how much money is being made. So how do you know if your revenue is growing, and what actions should you take to increase it even more?
Most centers know their overall conversion and overlook one important thing: Since every individual adds up to the whole, you may need to reassess individual performance stats to instigate change in the group.
A few questions to ask yourself: Do you know for every hour of payroll paid what you are making in revenue sales? Is your scheduling effectively minimizing waste and maximizing profit?
Do you know how much each of your sales representatives sells on average per call? Do agents have individual conversion goals, or is your goal department wide?
Is the conversion goal a challenge or something an agent will find easy? What incentives do you provide to encourage agents to stretch and reach their goals? Smart goal setting call center the conversion measurement gross or net? Gross conversion is sales divided by the number of calls.
Net conversion is sales less cancels divided by the number of calls. Be Efficient to Be Successful Telecom used to be the second largest operating expense for call centers behind payroll.
Develop processes that require little to no amount of pre- or post-call work. Create an environment that can meet the industry average of 80 percent of your calls answered in 20 seconds or less. Then, analyze which hours of operation will be most effective for reaching that goal.
In later hours when calls are minimal and typically have a lower conversion we all have those hours, and you should know when they are! Be smart about your goals and even smarter about how you reach them.
What do you normally do if put on hold for a long period of time? No one likes to wait, including your customers.
Most likely the business is lost. Not only that, when a significant number of callers hang up or call back, statistics get skewed and you lose the ability to determine your true call volume. You must be able to assess your call flow to staff appropriately and meet customer demands and expectations.
This can be tricky, especially for smaller centers with significant hourly peaks and valleys in call volume. Every organization will have some abandoned calls.
Do focus on reducing hold times and abandonment through accurate measurement of call volume and effective staffing. Adjusting these numbers could be vital to your revenue growth. Utilization figures that are too low cause boredom and even more turnover.
Moreover, low utilization typically reflects over-staffing and increased costs. As far as numbers go, a well-staffed operation shows utilization percentage rates from the mids to the highs. Wasted time accumulates quickly when each agent takes just a few extra bathroom breaks or stays on break too long.
This is time that you will be understaffed. Setting goals and not sharing them with the people most able to impact results directly is a huge mistake.
Post your key measurements. Develop systems and processes to support your staff in achieving these goals, and ensure your staff fully learns and understands them. How do you incentivize your staff to contribute?
Wherever possible, empower each of your sales agents to have their own individual measurement goal that contributes to and impacts the overall goal.
If people know the desired goal and their role in reaching it, they will work toward it. The third article in this series will focus on how to enable your sales agents to be more successful, thus increasing their individual sales and your overall revenue.
Having operated call centers around the globe, Chris has ground level knowledge of what makes a successful center tick.Home > Goal Setting > Sample Mission Statements Sample Mission Statements, Vision Statements and Guiding Principles. This page contains sample mission/vision statements.
Most of these have been contributed by readers. Columbus Recovery Center is an alcohol and drug rehab center located in Ohio offering professional addiction treatment and mental health services. Hire the leading recruitment agencies or consultants to find a talent or to find a job.
We are the best HR outsourcing or recruitment process outsourcing company based in Bangalore, India with 20+ happy leslutinsduphoenix.comg for a job - Contact Fikka to get a placement or job consultancy in Top MNC’c. (This is the first post in a multi-part series) The new "question-of-the-week" is: How can we use goal-setting with our students?
Research, and the practical experience of many educators, suggest. Goal Setting > Vision Statements Writing a Compelling Vision Statement. A vision statement is a vivid idealized description of a desired outcome that inspires, energizes and helps you create a mental picture of your target.
It could be a vision of a part of your life, or the outcome of a project or goal. How to Set Social Media Goals.
The key to setting any goal, social media or otherwise, is to be both specific and difficult. When we say “difficult,” though, it .