KPI Management

Managing performance to meet expectations.

Key Performance Indicators (KPIs) are essential for effective program management in the contact center. They define your expectations for service levels and also provide insights that can help identify areas of weakness before they materialize into problems. Some of the most common (and important) KPIs include:

  • • Number of Contacts Offered
  • • Number of Contacts Handled
  • • Percent to Forecast
  • • Average Handle Time
  • • Average Hold Time
  • • Average Wrap Time
  • • Service Level
  • • Agent Utilization
  • • Abandon Rate
  • • Quality

As your outsourcing partner, iCall Services can help you correlate KPI reports to actionable information that can be used throughout your organization. For example, calls handled, agent utilization, hold time and abandon rates offer insights into staffing, expenses and cost-saving opportunities. Other customer service metrics may provide insight into how service levels are affecting the customer experience and your reputation.

Why Outsource?

1.Cost Savings. Outsourcing eliminates the significant costs associated with facilities, equipment, operations, and staffing. You’ll pay only for the services you use, either on a transactional or per-hour basis.
2.Flexibility / Scalability. Fluctuating call volume in an in-house call center can result in either idle personnel or long hold times. In an outsourced environment, call volume spikes can be quickly addressed to accommodate seasonal activity or specific campaigns.
3.Industry Expertise. iCall’s executive management team has decades of experience across a variety of industries. We draw from this experience to provide our clients with valuable insights and strategies designed to improve efficiencies and results.
4.Dedicated Call Managers. Our agents are rigorously coached on how to quickly adapt to different call scenarios and present themselves as expert call managers. Their ability to seamlessly represent your brand across any channel leads to improved customer experiences.
5.Deep Bench of Talent. Outsource service providers compete to attract the best managers and support staff while in-house centers are often ‘home grown’ from within. Outsourcers also attract and retain specialists in workforce planning, quality assurance, technology support, and training.
6.Cost Management. iCall Services has the knowledge and tools to monitor and measure costs. We share this information with our clients to help them evaluate the effectiveness of marketing campaigns and overall operations.
7.Data Collection. We capture call data that can provide insight into how to improve your processes. Our experience with multiple clients – coupled with the right technology and analysis platforms – allows us to help you unlock actionable information from raw call data.
8.Quality Control. iCall will work closely with you to establish the right SLAs for your program based on your business objectives. We have a variety of monitoring tools and performance assessment/improvement plans in place to ensure SLAs are met.
9.Technology. We make continuous investments in multichannel customer contact center technology to keep ourselves – and our clients – as competitive as possible.
10.24/7/365 Service. iCall is here for you and your customers around the clock.  Whether you need our support full-time, after-hours or to handle your overflow, we can customize a solution that suits your needs perfectly.

Order Taking

Delivering Better Customer Experiences and Higher ROIs

iCall Services offers a full range of contact center services, including customer care, inbound sales, order processing, chat support, email, and social media support. As your BPO partner, we’ll work hard to help you reach your business objectives – because our success depends on yours.

100% focused on helping companies achieve their customer experience goals

01.Brand Training

iCall Services goes the extra mile to learn about your brand and its voice. READ MORE

02.KPI Management

Ensuring consistent adherence to your KPIs is a top priority at iCall Services. READ MORE

03.Quality Assurance

Improving customer service is an on-going quest at iCall Services. Never content with ‘good enough,’ we’re always looking for ways to enhance performance and add value. READ MORE