Are you looking to improve your customer experience by providing an acceptable and timely resolution to your customer's problems? Do you want to keep up with the high-quality and efficiency of your call center operations and meet client expectations? Then, the best option for you would be to outsource call monitoring support services to an experienced call quality support service provider.

Outsource2india is one such call monitoring support service providing company that can cater to all your requirements with ease. We leverage the latest tools and technologies while delivering top-notch services to clients.

Call Quality Monitoring Support Services We Offer

Outsource2india has been a pioneer in providing the best quality call monitoring support services to global clients for over two decades. Some of the key call monitoring support services we offer include -

• Outbound Dialer Metrics

  

  We can help you to track the following dialer metrics -

  1. Call Abandon Rate

     This is the percentage of the number of calls abandoned to the total number of inbound calls a call center receives. The ideal rate of call abandonment should be below 3%.

     Abandonment rate = Number of abandoned calls / Total number of inbound calls

  2. Calls Per Hour

     This is the number of calls handled successfully by the agents in an hour. This provides the parameter which signifies the overall efficiency of the call center operations.

  3. Conversion Rate

     The percentage of the number of calls results in a positive outcome to the total number of calls. Each company may have a different conversion goal such as the resolution of query, filling a form, downloading an e-book, etc.

• Customer Experience Metrics

  

  This will help you to understand and identify any gaps in your client interactions. This will determine if your customers are really happy and satisfied with your services.

  1. Average Wait Time

     This is the average time your customers need to wait to reach your call center agent and get their query resolved.

  2. Customer Satisfaction (CSAT)

     This determines how satisfied your customers are with your services or products. This is generally done by asking customers to fill up a survey or rate the services after the ticket is resolved.

  3. Call SLA

     The lesser the time your customers have to wait to speak to an agent, the higher is the call SLA.

     Call SLA = What % of the calls are answered in X seconds

  4. Downtime

     This is the parameter that signifies poor quality services or network issues that can affect the customer experience negatively.

     Downtime = Minutes/hours your contact center software was down or unavailable

  5. First Call Resolution (FCR)

     This metric signifies the percentage of calls that got the queries resolved in the very first call they made to the call center.

     FCR = Number of customer issues resolved on the first call or interaction

  6. Self-Service Usage Channels

     An intuitive service channel like the IVR helps customers to resolve their queries without the need of talking to the call center agent.

  7. Net Promoter Score (NPS)

     This is a score that indicates how likely is your existing customer to recommend your products/services to any other customer.

• Agent Experience Metrics

  

  These are metrics that help you understand your agent's experience and identify areas where the agent experience can be improved. Some of the key agent experience metrics we can help you with include -

  1. Schedule Adherence

     This determines how your agents stick to your schedules, empathy, scripts, telephone etiquette, etc. Hence, a lower schedule adherence means the agents are unhappy and the call center needs better workforce management.

  2. Call Center Shrinkage

     This metric measures the number of activities that prevent the agents from resolving the customer queries such as team meetings, bathroom breaks, office events, etc.

  3. Agent Absenteeism

     This is a percentage of the number of days lost by the call center due to the absence of the agents as compared to the total number of contracted days.

  4. Agent Attrition Rate

     This determines the time an agent stays or how quickly the agent leaves the company after joining. Reducing the attrition rate is an important factor for call centers to reduce costs.

• Operational Efficiency Metrics

  

  Operational efficiency metrics can help call centers keep the costs in check and boost efficiency in the long run. Our team can help you with keeping a track of the following operational efficiency metrics -

  1. Average Talk Time

     This metric determines the exact time the call center agent spoke to the customer and does not include wait/hold/transfer time.

     Average Talk Time = Total Talk Time / Total number of calls Handled

  2. Cost Per Contact

     This is the cost incurred by the call center to interact with one customer.

  3. Average Speed of Answer

     This determines the average time an agent takes to receive an inbound call from the customer. This includes the times the phone rang and excludes the customer spent in queueing or in the IVR.

     Average Speed of Answer (ASA) = Total time spent ringing / Total number of calls

  4. Average Call Handle Time (AHT)

     This is the total amount of time that a customer has to spend on the call to get their query resolved. It includes all the wait time, hold time, and call transfer time.

     AHT = Total call duration + hold time + Transfer time / Total number of calls

  5. After-Call Work

     Once the call is completed, the agent spends some time documenting the details of the call. This is called the after-call work time or call wrap-up time. Higher the after-call work indicates that the CRM integration needs to be fixed at the call center.

  6. Service Level

     This determines how accessible your company is to its customers. Service level can be measured for any duration for agents, teams, or the entire organization.

     Service Level = Calls answered within the threshold + Calls missed within the threshold / Total calls answered + Total calls missed

  7. Forecast Accuracy

     This metric helps a call center forecast a seasonal spike or a non-seasonal dip in the call volumes and inquiries. This helps clients to optimize their call center staff and boost efficiency.

Call Center Software We Use

Other Services You May Benefit From

Why Outsource Call Monitoring Support Services to O2I?

Some of the key reasons for you to choose us include -

• Affordable Pricing Options

  We provide our customers with flexible and affordable pricing options that will go well with their business needs and budget.

• Superior Quality Services

  Being an ISO-certified call quality monitoring support company, our services will be completely error-free and of the best quality.

• Data Security

  Being an ISMS-certified company, you can rest assured that all the data you share with us will be safe and secure at all times.

• State-of-the-art Infrastructure

  As a top call quality monitoring support service provider, we know the importance of having good infrastructure.

Client Success Stories

Outsource Call Monitoring Support Services to Outsource2india

Outsource2india is one of the leading providers of call monitoring support services in India and a series of other call center services to clients around the globe.

If you are looking for a reliable call monitoring support service provider, then your search ends here. Get in touch with us today!