✕
  • Inbound Calling
    • 24 7 Answering Service
    • Virtual Receptionist Service
    • Phone Answering Service
    • Customer Support Outsourcing
    • Outsourced Technical Support
    • Omnichannel Contact Center
    • Multilingual Call Center Services
  • Outbound Calling
    • Telemarketing Services
    • Lead Generation Services
    • Appointment Setting Services
    • Cold Calling Services
    • Outsource Telesales
    • Market Research Services
    • Survey Processing Services
  • BPO Services
    • Accounts Receivable Services
    • Accounts Payable Services
    • Back Office Services
    • Call Center Outsourcing Services
    • Certificate Intelligent Document Processing
    • Community Moderation Services
    • Data Management Services
    • Debt Collection Services
    • Loan Processing Call Center
    • Outsource Form Processing Services
    • Recruitment Process Outsourcing
    • Staff Leasing Services
    • Virtual Assistant Services
  • Industry
    • Healthcare BPO Support Services
    • Legal Outsourcing Services
    • BPO Real Estate Services
    • Insurance BPO Services
    • Retail Outsourcing Services
    • eCommerce Outsourcing Service
    • Mobile App Customer Support
    • HR Outsourcing Services
    • 3D Rendering Services
    • Travel Outsourcing Services
    • Telecom BPO Services
    • Education Process Outsourcing
    • eServices Call Center
  • Content Hub
    • Blog
    • Resources
  • About
    • Facilities
    • Sample Recordings
    • Message From The CEO
    • Management Team
  • Contact Us
Magellan Logo w Tagline
✕
Magellan Logo w Tagline Header
  • Inbound Calling
    • 24 / 7 Answering Service
    • Virtual Receptionist Service
    • Phone Answering Service
    • Customer Support Outsourcing
    • Outsourced Technical Support
    • Omnichannel Contact Center
    • Multilingual Call Center Services
  • Outbound Calling
    • Telemarketing Services
    • Lead Generation Services
    • Appointment Setting Services
    • Cold Calling Services
    • Outsource Telesales
    • Market Research Services
    • Survey Processing Services
  • BPO Services
    • Accounts Receivable Services
    • Accounts Payable Services
    • Back Office Services
    • Call Center Outsourcing Services
    • Certificate Intelligent Document Processing
    • Community Moderation Services
    • Data Management Services
    • Debt Collection Services
    • Loan Processing Call Center
    • Outsource Form Processing Services
    • Recruitment Process Outsourcing
    • Staff Leasing Services
    • Virtual Assistant Services
  • Industry
    • Healthcare BPO Support Services
    • Legal Outsourcing Services
    • BPO Real Estate Services
    • Insurance BPO Services
    • Retail Outsourcing Services
    • eCommerce Outsourcing Services
    • Mobile App Customer Support
    • HR Outsourcing Services
    • 3D Rendering Services
    • Travel Outsourcing Services
    • Telecom BPO Services
    • Education Process Outsourcing
    • eServices Call Center
  • Content Hub
    • Blog
    • Resources
  • About
    • Facilities
    • Sample Recordings
    • Message From The CEO
    • Management Team
  • Contact Us
✕
  • Inbound Calling
    • 24 7 Answering Service
    • Virtual Receptionist Service
    • Phone Answering Service
    • Customer Support Outsourcing
    • Outsourced Technical Support
    • Omnichannel Contact Center
    • Multilingual Call Center Services
  • Outbound Calling
    • Telemarketing Services
    • Lead Generation Services
    • Appointment Setting Services
    • Cold Calling Services
    • Outsource Telesales
    • Market Research Services
    • Survey Processing Services
  • BPO Services
    • Accounts Receivable Services
    • Accounts Payable Services
    • Back Office Services
    • Call Center Outsourcing Services
    • Certificate Intelligent Document Processing
    • Community Moderation Services
    • Data Management Services
    • Debt Collection Services
    • Loan Processing Call Center
    • Outsource Form Processing Services
    • Recruitment Process Outsourcing
    • Staff Leasing Services
    • Virtual Assistant Services
  • Industry
    • Healthcare BPO Support Services
    • Legal Outsourcing Services
    • BPO Real Estate Services
    • Insurance BPO Services
    • Retail Outsourcing Services
    • eCommerce Outsourcing Service
    • Mobile App Customer Support
    • HR Outsourcing Services
    • 3D Rendering Services
    • Travel Outsourcing Services
    • Telecom BPO Services
    • Education Process Outsourcing
    • eServices Call Center
  • Content Hub
    • Blog
    • Resources
  • About
    • Facilities
    • Sample Recordings
    • Message From The CEO
    • Management Team
  • Contact Us
✕
✕
  • Inbound Calling
    • 24 7 Answering Service
    • Virtual Receptionist Service
    • Phone Answering Service
    • Customer Support Outsourcing
    • Outsourced Technical Support
    • Omnichannel Contact Center
    • Multilingual Call Center Services
  • Outbound Calling
    • Telemarketing Services
    • Lead Generation Services
    • Appointment Setting Services
    • Cold Calling Services
    • Outsource Telesales
    • Market Research Services
    • Survey Processing Services
  • BPO Services
    • Accounts Receivable Services
    • Accounts Payable Services
    • Back Office Services
    • Call Center Outsourcing Services
    • Certificate Intelligent Document Processing
    • Community Moderation Services
    • Data Management Services
    • Debt Collection Services
    • Loan Processing Call Center
    • Outsource Form Processing Services
    • Recruitment Process Outsourcing
    • Staff Leasing Services
    • Virtual Assistant Services
  • Industry
    • Healthcare BPO Support Services
    • Legal Outsourcing Services
    • BPO Real Estate Services
    • Insurance BPO Services
    • Retail Outsourcing Services
    • eCommerce Outsourcing Service
    • Mobile App Customer Support
    • HR Outsourcing Services
    • 3D Rendering Services
    • Travel Outsourcing Services
    • Telecom BPO Services
    • Education Process Outsourcing
    • eServices Call Center
  • Content Hub
    • Blog
    • Resources
  • About
    • Facilities
    • Sample Recordings
    • Message From The CEO
    • Management Team
  • Contact Us
Magellan Logo w Tagline
✕
Magellan Logo w Tagline Header
  • Inbound Calling
    • 24 / 7 Answering Service
    • Virtual Receptionist Service
    • Phone Answering Service
    • Customer Support Outsourcing
    • Outsourced Technical Support
    • Omnichannel Contact Center
    • Multilingual Call Center Services
  • Outbound Calling
    • Telemarketing Services
    • Lead Generation Services
    • Appointment Setting Services
    • Cold Calling Services
    • Outsource Telesales
    • Market Research Services
    • Survey Processing Services
  • BPO Services
    • Accounts Receivable Services
    • Accounts Payable Services
    • Back Office Services
    • Call Center Outsourcing Services
    • Certificate Intelligent Document Processing
    • Community Moderation Services
    • Data Management Services
    • Debt Collection Services
    • Loan Processing Call Center
    • Outsource Form Processing Services
    • Recruitment Process Outsourcing
    • Staff Leasing Services
    • Virtual Assistant Services
  • Industry
    • Healthcare BPO Support Services
    • Legal Outsourcing Services
    • BPO Real Estate Services
    • Insurance BPO Services
    • Retail Outsourcing Services
    • eCommerce Outsourcing Services
    • Mobile App Customer Support
    • HR Outsourcing Services
    • 3D Rendering Services
    • Travel Outsourcing Services
    • Telecom BPO Services
    • Education Process Outsourcing
    • eServices Call Center
  • Content Hub
    • Blog
    • Resources
  • About
    • Facilities
    • Sample Recordings
    • Message From The CEO
    • Management Team
  • Contact Us
✕
  • Inbound Calling
    • 24 7 Answering Service
    • Virtual Receptionist Service
    • Phone Answering Service
    • Customer Support Outsourcing
    • Outsourced Technical Support
    • Omnichannel Contact Center
    • Multilingual Call Center Services
  • Outbound Calling
    • Telemarketing Services
    • Lead Generation Services
    • Appointment Setting Services
    • Cold Calling Services
    • Outsource Telesales
    • Market Research Services
    • Survey Processing Services
  • BPO Services
    • Accounts Receivable Services
    • Accounts Payable Services
    • Back Office Services
    • Call Center Outsourcing Services
    • Certificate Intelligent Document Processing
    • Community Moderation Services
    • Data Management Services
    • Debt Collection Services
    • Loan Processing Call Center
    • Outsource Form Processing Services
    • Recruitment Process Outsourcing
    • Staff Leasing Services
    • Virtual Assistant Services
  • Industry
    • Healthcare BPO Support Services
    • Legal Outsourcing Services
    • BPO Real Estate Services
    • Insurance BPO Services
    • Retail Outsourcing Services
    • eCommerce Outsourcing Service
    • Mobile App Customer Support
    • HR Outsourcing Services
    • 3D Rendering Services
    • Travel Outsourcing Services
    • Telecom BPO Services
    • Education Process Outsourcing
    • eServices Call Center
  • Content Hub
    • Blog
    • Resources
  • About
    • Facilities
    • Sample Recordings
    • Message From The CEO
    • Management Team
  • Contact Us
✕
A blog banner by Magellan Solutions titled Is Outsourcing Philippines Affected by the Current COVID-19 Situation?
Is Outsourcing Philippines Affected by the Current COVID-19 Situation?
The Basic Setup For Real Estate BPO Companies
The Basic Setup For Real Estate BPO Companies

KPI in BPO: A Guide to Tracking Performance and Driving Business Results

A blog banner by Magellan Solutions titled BPO 101: What is KPI?

BPO 101: What is KPI?

What are KPIs and How to Use Them for Better Results?

The BPO Philippines provides several metrics to determine the growth and development of a company. The small and medium enterprises (SMEs) benefit the most from these statistics. They can do an adjustment based on the information given by their call center partner. It is an efficient way to plan all your business strategies.

Every business owner wants to make sure that they are spending their money right. Putting a fund for outsourcing is a critical move for SMEs. They don’t have the luxury of the Fortune 500 companies to experiment with outsourcing. Start-up businesses are expecting a positive result every time they are investing.

The turnaround time for every expense is important for SMEs. They don’t want their money to get stuck in just one investment. That is why setting a deadline to achieve a goal is also an important metric to consider. 

One of these metrics is the key performance indicator (KPI). It is a measurable value that shows a company’s success. It also monitors progress of your growth based on the business objectives. 

Organizations use KPIs at different levels to calculate their business strategies. Top-tier KPIs focus on the overall performance of the strategy. Meanwhile, low-level KPIs focus on the departments’ performance in terms of productivity.

With this in mind, let us take a look at the significance of having a KPI in outsourcing. Besides that, we will check how the BPO Philippines set KPIs for their business partners. 

What Are Some of the KPIs in the Call Center Philippines

Of course, there are no definite KPIs for all businesses. Different industries require different metrics. With this in mind, here are some of the key point indicators applicable in BPO Philippines.

Call Answer Time

This measures how fast an agent can answer a customer’s inquiry. The average answering time for inbound call centers is within 28 seconds. On top of that, they should also answer 80% of phone calls within 20 seconds.

Call Hold Time

An average customer can stay on hold for 1 minute and 55 seconds after they hang up. Majority will not call back anymore and will look for another company. That is why it is important to set this KPI too. This will greatly improve the quality of your customer service.

Call Abandonment Rate

There is a connection between call answer time and call abandonment rate. Your customers have a tendency to abandon the call if they wait for too long for someone to answer. You can measure your abandonment by dividing the number of abandoned calls by the total number of calls.

First Call Resolution

This measures the ability of agents to solve customer’s issue during the first call they make. The average first call resolution rate should be at 74%. However, it is not all the same for every industry. Some require a follow-up call to supply particular information. Therefore, the first call resolution rate might be lower.

Query’s Duration

It determines how long a customers’ inquiry can stay on que. Some issues need to address quickly as it will greatly affect your business operations. Therefore, it is important to set a reasonable resolution time for your customers’ feedback.

Call Frequency

It determines how many times a customer calls regarding a particular issue. It also allows you to identify if agents are giving necessary responses towards your clients’ inquiry. Besides that, this metric can point out frequent issues on your service on product. That way you can formulate a remedy on these problems.

Escalation Rate

It calculates the number of times an agent forwards an inquiry to higher-ups. Your KPIs should limit the escalation rate as you want to solve any issues right away. Escalating any problems means the customer is already upset with the situation.

 

Importance of KPI in Inhouse Call Center Philippines

Measuring the agent’s performance against the KPI is essential to the outsourcing process. The BPO Philippines can measure KPI based on quality and cost of service. The shared risk between the outsourcing company and the BPO provides assurance on both parties. Let us check some of the importance of having key performance indicators.

KPI Helps to Motivate Employees

Company’s tradition is important in every workplace. A culture that supports and motivates your people on why they should strive for. For this reason, having a KPI can be about acknowledging your agents’ hard work. It also gives them a sense of accountability and responsibility. As a result, they will feel more involved in the company’s growth.

You can set different KPI for your employees. For example, they should have a low monthly escalation rate. As a response, they will feel more responsible to solve every customers’ issue on their own. KPI is their way to recognize that they made a great contribution to your business.

As your business develops, so as the amount of achievements you can do. Overall success may overshadow individual efforts. However, if you have a KPI to track, your agents will always have something to look forward to.

Monitor the Company’s Stability

KPI allows you to determine if your business is in the right path. It monitors the stability of your operation. These metrics measure how well your company’s service function for your customer.

There are many ways to measure your company’s stability. For example, you need to monitor how well your agents are performing. If your call center average handling time is higher than your KPI then there’s something wrong with the operations. 

A good AHT benchmark depends on the industry. Average call duration in telecommunication business is 8 minutes and 30 seconds. Meanwhile, AHT for financial and IT services should be below 4 minutes and 45 seconds. These indicators will surely warn you if there is something going on in your business.

Measure Progress From Time to Time

As stated, KPI provides a path of success for you employees. This is also applicable in the overall effort of your company. Monthly reports are essential to measure if you are achieving your end goal.

For example, if you set a target annual profit then you might want to check if it is achievable as months go by. If not then that is the time to make some adjustments to somehow hit your desirable goal.

Success will not happen overnight. It is important that you know where you are going and how soon you can get there. These indicators will help you determine what goal is achievable over a period of time.

Make Necessary Changes

KPI is not just about monitoring your success. It can also determine the weak points in your business. You can set your KPI to determine which part of your operation is the least productive. Therefore, you can make necessary adjustments in order to improve your service. 

In some situations, your service quality may suffer because of long query duration. As such, you may want to improve it by providing fast and quick resolution to these problems. These innovations will greatly impact your customers’ impression towards your company. Your clients will praise you for your ability to quickly adapt with their demands.

There might be some KPIs that you will not achieve. And that is okay as long as you know how to work your way around it. Analyzing the problem using the information from your KPI will greatly help you to provide resolution.

Analyzing Patterns and Customers’ Behaviour

KPIs present a lot of data to analyze. Most of it is useful especially in creating a business persona for your customer. Other times, these metrics will provide you information that you didn’t expect from your consumers.

For example, in the retail industry, you may encounter data that tells you that your customers usually inquire about a particular product. As such, you may want to ride on this trend and highlight that product further. You can also interpret it in the other way by trying to improve the visibility of those least popular products.

There are many ways to interpret any customer’s information. All you have to do is to make sure that it is still connected with your goal objective. If your target is more profit then check KPIs about popular trends. Meanwhile if your target is better customer service then analyze the usual issue of your customers and create ways to better resolve it.

How to Choose the Right KPI for your Business

Clearly, businesses have their respective way to measure their success and how they define their own KPIs. The general rule in choosing KPIs are the following:

  • Establishment of clear and defined business processes
  • Set and define the requirements of each business process
  • Set measurements for quantitative and qualitative respectively

Outsourcing Companies in the Philippines for SMEs

The BPO Philippines is a great destination for your business. If you are looking for an outsourcing partner to help you set up your KPIs then go to Magellan Solutions. We have 17 years of experience in assisting small and medium enterprises in their progress.

Some of our services includes:

  • 24 7 Answering Service
  • Virtual Receptionist Service
  • Outsourced Technical Support
  • Omnichannel Contact Center
  • Multilingual Call Center Service
  • Telemarketing Service
  • Lead Generation Service
  • Appointment Setting Service

We love tracking your progress. Our Business Development Manager is ready to assist you with all of your outsourcing inquiries. We will set a KPI that will fit for your business operations too.

Our pricing is very flexible too. We will set the price depending on the service you need. No minimum number of seats required.

We take pride in helping SMEs with their development. Contact us today and get a free 60-minute call center consultation. Please fill out the contact form below.

TALK TO US!

Contact us today for more information.

    You can also contact our numbers:


    Toll Free: 1 800 371 6224
    US: +1 650 204 3191

    UK:+44 8082 803 175,
    AU: +61 1800 247 724

    Share this:

    • Click to share on Twitter (Opens in new window)
    • Click to share on Facebook (Opens in new window)
    • Click to share on LinkedIn (Opens in new window)
    • Click to share on Skype (Opens in new window)
    • Click to share on WhatsApp (Opens in new window)
    Magellan Solutions
    Magellan Solutions

    Related posts

    Comparing outsourcing quotes
    March 27, 2023

    Comparing Outsourcing Quotes: 8 Things to Look Out For


    Read more - Comparing Outsourcing Quotes: 8 Things to Look Out For
    What is the best way to analyze call center performance Hero Image
    March 22, 2023

    What is the Best Way to Analyze Call Center Performance?


    Read more - What is the Best Way to Analyze Call Center Performance?
    Virtual Assistance
    March 6, 2023

    Virtual Assistance: A Guide to Industries in Need


    Read more - Virtual Assistance: A Guide to Industries in Need
    Contract negotiation cover image
    February 20, 2023

    Contract Negotiation: How to Reach Agreements with Outsourcing Vendors


    Read more - Contract Negotiation: How to Reach Agreements with Outsourcing Vendors
    problems small business owners face banner
    January 15, 2023

    Outsourcing for Small Business Owners: Outsourcing Problems and Finding the Right Partner


    Read more - Outsourcing for Small Business Owners: Outsourcing Problems and Finding the Right Partner
    10 Hidden Benefits of Outsourcing No One is Telling You About banner
    November 16, 2022

    10 Hidden Benefits of Outsourcing No One is Telling You About


    Read more - 10 Hidden Benefits of Outsourcing No One is Telling You About

    Magellan Solutions Outsourcing, Inc

    Arrow Divider Footer min

    California – USA (West Coast)

    100 Old Country Road Suite H, Brisbane, CA

    94005, United States

    Florida – USA (East Coast)

    1900 South Harbor City Blvd, (East Coast Division)

    Suite 300 Box 48, Melbourne, FL 32901

    Philippines – APAC

    PB Mezzanine Floor, Summit One Tower 530 Shaw

    Boulevard, Mandaluyong City, Metro Manila 1552

    Philippines – APAC

    8th floor, Centris Cyberpod 5 ETON Loop A, Diliman,

    Quezon City, Metro Manila 1103

    US: +1 650 204 3191
    UK: +44 8082 803 175
    AU: +61 1800 247 724
    hello@magellan-solutions.com

    Industries

    • Outsourcing for 3D Service BPO

    • Outsourcing for Insurance BPO

    • Outsourcing for Education BPO

    • Outsourcing for Legal Process BPO

    • Outsourcing for eCommerce BPO

    • Outsourcing for Mobile App BPO

    • Outsourcing for eServices BPO

    • Outsourcing for Telecom BPO

    • Outsourcing for Healthcare BPO

    • Outsourcing for Travel BPO

    • Outsourcing for HR Services BPO

    • Outsourcing for Retail BPO

    • Outsourcing for Real Estate BPO

      Call Center Outsourcing & BPO Services

      Arrow Divider Footer min
      • 24/7 Answering Service
      • Omnichannel Contact Center
      • Customer Support Outsourcing
      • Multilingual Call Center Services
      • Lead Generation Services
      • Cold Calling Services
      • Interactive Voice Response System
      • Staff Leasing
      • Back Office Services
      • Community Moderation Services
      • Virtual Assistant Services

      Quick Links

      • About Us
      • Sample Call Recordings
      • News & Blog
      • Resources
      • Our BPO & Call Center Facilities
      • Message from the CEO
      • Privacy Policy

      Associations



      Magellan Solutions Outsourcing, Inc

      Arrow Divider Footer min

      California – USA (West Coast)

      100 Old Country Road Suite H, Brisbane, CA 94005, United States

      Florida – USA (East Coast)

      1900 South Harbor City Blvd, (East Coast Division) Suite 300 Box 48, Melbourne, FL 32901

      Philippines – APAC

      PB Mezzanine Floor, Summit One Tower 530 Shaw Boulevard, Mandaluyong City, Metro Manila 1552

      Philippines – APAC

      8th floor, Centris Cyberpod 5 ETON Loop A, Diliman, Quezon City, Metro Manila 1103

      US: +1 650 204 3191
      UK: +44 8082 803 175
      AU: +61 1800 247 724
      hello@magellan-solutions.com

      Quick Links

      • About Us
      • Sample Call Recordings
      • News & Blog
      • Resources
      • Our BPO & Call Center Facilities
      • Message from the CEO
      • Privacy Policy

      Industries

      • Outsourcing for 3D Service BPO
      • Outsourcing for Education BPO
      • Outsourcing for eCommerce BPO
      • Outsourcing for eServices BPO
      • Outsourcing for Healthcare BPO
      • Outsourcing for HR Service BPO
      • Outsourcing for Insurance BPO
      • Outsourcing for Legal Process BPO
      • Outsourcing for Mobile App BPO
      • Outsourcing for Telecom BPO
      • Outsourcing for Travel BPO
      • Outsourcing for Retail BPO
      • Outsourcing for Real Estate BPO

      Call Center Outsourcing & BPO Services

      Arrow Divider Footer min
      • 24/7 Answering Service
      • Omnichannel Contact Center
      • Customer Support Outsourcing
      • Multilingual Call Center Services
      • Lead Generation Services
      • Cold Calling Services
      • Interactive Voice Response System
      • Staff Leasing
      • Back Office Services
      • Community Moderation Services
      • Virtual Assistant Services

      Associations




      © Magellan Solutions, Inc. 2003 - 2023. All Rights Reserved.

      We use cookies on our website to give you the most relevant experience by remembering your preferences and repeat visits. By clicking “Accept”, you consent to the use of ALL the cookies.
      .
      SettingsI ACCEPT
      Privacy & Cookies Policy

      Privacy Overview

      This website uses cookies to improve your experience while you navigate through the website. Out of these cookies, the cookies that are categorized as necessary are stored on your browser as they are essential for the working of basic functionalities of the website. We also use third-party cookies that help us analyze and understand how you use this website. These cookies will be stored in your browser only with your consent. You also have the option to opt-out of these cookies. But opting out of some of these cookies may have an effect on your browsing experience.
      Necessary
      Always Enabled
      Necessary cookies are absolutely essential for the website to function properly. This category only includes cookies that ensures basic functionalities and security features of the website. These cookies do not store any personal information.
      Functional
      Functional cookies help to perform certain functionalities like sharing the content of the website on social media platforms, collect feedbacks, and other third-party features.
      Performance
      Performance cookies are used to understand and analyze the key performance indexes of the website which helps in delivering a better user experience for the visitors.
      Analytics
      Analytical cookies are used to understand how visitors interact with the website. These cookies help provide information on metrics the number of visitors, bounce rate, traffic source, etc.
      CookieDurationDescription
      _ga2 yearsThe _ga cookie, installed by Google Analytics, calculates visitor, session and campaign data and also keeps track of site usage for the site's analytics report. The cookie stores information anonymously and assigns a randomly generated number to recognize unique visitors.
      _ga_EL2X6L0QDM2 yearsThis cookie is installed by Google Analytics.
      _gat_gtag_UA_6034499_11 minuteSet by Google to distinguish users.
      _gcl_au3 monthsProvided by Google Tag Manager to experiment advertisement efficiency of websites using their services.
      _gid1 dayInstalled by Google Analytics, _gid cookie stores information on how visitors use a website, while also creating an analytics report of the website's performance. Some of the data that are collected include the number of visitors, their source, and the pages they visit anonymously.
      Advertisement
      Advertisement cookies are used to provide visitors with relevant ads and marketing campaigns. These cookies track visitors across websites and collect information to provide customized ads.
      CookieDurationDescription
      test_cookie15 minutesThe test_cookie is set by doubleclick.net and is used to determine if the user's browser supports cookies.
      Others
      Other uncategorized cookies are those that are being analyzed and have not been classified into a category as yet.
      SAVE & ACCEPT
      Powered by CookieYes Logo