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Outbound Performance Metrics

Definition

What are Outbound Performance Metrics?

Outbound call center metrics help advertisers to assess the efficiency of the call center. It is also helpful for collecting organizational insights for process development. 

Having good outbound performance metrics history can contribute to the future planning of the company. These metrics can make the marketing campaign more effective and profitable. Outbound performance metrics can boost conversion rates and customer loyalty ratings. It will enable marketers to pick the best sales methods, automated processes, staffing, scripts, and lists to achieve the objectives.

Types of outbound performance metrics

There are many outbound performance metrics and KPIs to meet the aims of an outbound call center company. Here are some of the outbound call center metrics:

  • Answer Success Rate (ASR). ASR has a minimum of 40–50%, and anything above 60% indicates an excellent service. High ASR clearly shows a reliable connection, since most attempted calls are answered.
  • Occupancy rate. The Occupancy Rate is the percentage of time that agents invest in call-related activities. This outbound performance metric identifies the pace of work effectiveness and quality of the agent. When the occupancy rate is low, the pace of work the efficiency of the agent is low.
  • Average Handle Time (AHT). Average handle time or AHT is a measure of the average length of interaction with customers in the call center. It is regularly evaluated for monitoring efficiency.

 

What are Outbound Performance Metrics?
What are Outbound Performance Metrics?
Outsourcing FAQ

What is Internal Metrics?

Definition of Internal Metrics

Internal metrics are methods introduced and applied to measure the success of inbound or outbound call centers. Usually, a call center works in a pressured atmosphere where administrators need to handle tasks, including the timely response to every call while maintaining a high degree of customer support, and customer loyalty and satisfaction.

Internal metrics are evaluation indicators used for the assessment, comparison, and monitoring of results or output. Usually, companies use a group of metrics to create a dashboard that managers or consultants analyze daily to maintain performance reviews, perceptions, and business objectives.

Call center internal metrics 

Average Handle Time (AHT). AHT is the approximate length of the entire customer service transaction, from the time the customer initiates the call until the completion of the conversation.

Blocking Rate. Blockage Metric lets the staff track the number of calls that could not be addressed due to business constraints or infrastructure problems. 

Cost per Contact. The Cost per Contact KPI calculates how much each contact costs your call center, which is a vital part of the cost-benefit study at the same time.

Customer Satisfaction (CSAT). Consumer Satisfaction (CSAT) is a sign of customer pleasure. CSAT is based on a brief survey that consumers fill out after a discussion.

Forecasted Calls vs. Actual Calls. It is a primary factor in deciding the actual amount of capital needed, calculated as a proportion of the difference between the number of calls predicted and the number of calls received.

Number of Calls Offered. It is the total number of calls sent to the call center, including abandoned calls or calls where the caller gets a busy signal.

 

What is Key Performance Indicator (KPI)?

Key Performance Indicator definition

A Key Performance Indicator (KPI) is a critical indicator of a company’s progress in reaching its objectives. It is used by different organizations at different levels to evaluate each process that contributes to the progress of the company and its overall performance.

Critical indicators are categorized into two categories: quantitative and qualitative. Quantitative is based on numerical standards of a goal while qualitative refers to the quality based on physical feelings, tastes, or opinions. They are also measured into five types: input, process, output, outcome, and project. Since this is an embodiment of a SMART goal, it measures its objectives and individual goals through the methodology and presents it in data form. 

Key Performance Indicator examples

Indicators may fall into different points of measurement: financial metrics, process metrics, customer metrics, and people metrics. For instance, assessment of net profit, cost of goods sold, and the tally of revenue vs. target falls on the financial metrics. For people metrics, there’s the average number of employee turnover, training and seminars held for employees, and the number of open positions every quarter. Process metrics, meanwhile, measures the number of processes it has for each role over the efficiency of these processes.

The BPO sector also has a set of KPIs followed. Supervisors monitor and measure the performance of its employees through the average number of calls in a day, the percentage of call drop rates, call handling time, transfer rate, and the average of issues the agent resolved since the first call.

Outsource Accelerator provides you the best outsourcing companies in the Philippines, where you can save up-to 70% on staffing cost. We have over 3,000 articles, 200+ podcast episodes, and a comprehensive directory with 700+ BPOs… all designed to make it easier for clients to learn about, and engage with, outsourcing.

What is Hypergrowth?

What is a Hypergrowth?

Hypergrowth is a term coined by the Harvard Business Review in 2008, which defined it as “the steep part of the S-curve that most young markets and industries experience at some point, where the winners get sorted from the losers.”

It is a phase of rapid expansion that companies go through as they scale, where a company grows at an impressive annual growth rate (CEGR) is 40 per cent or higher. Hypergrowth indicates that a company is at its peak of success.

Hypergrowth companies

Hypergrowth companies are often commonly referred to as startups. Companies achieve hypergrowth through the following:

Research Massive manufacturing Investments Networking Utilization of technology

 

What is Business Process Outsourcing (BPO)?

What is Business Process Outsourcing BPO?

Business Process Outsourcing (BPO) is the engagement of services from a third-party provider. BPO uses various technology-enabled services to hasten the delivery of services. The business activities could be back-office such as, but not limited to, payroll, accounting, human resources, or front office jobs like customer service, sales, and marketing, etc. In the case of content providers, these business activities could mean hiring writers, remote editors, or virtual assistants.

BPO speeds up processes and enhances efficiency. Companies that outsource some of their business activities use their time on core services and competencies. With this shift in focus, companies improve their current processes that may result in improved customer satisfaction. BPO helps companies divert their resources to more critical business strategies. Often, companies find it impractical to hire a full-time position in-house because of the cost associated with doing so.

How does Business Process Outsourcing work?

When a business engages an external specialist to manage and operate some of its internal processes, it's referred to as business process outsourcing. Such ‘processes’ include customer service, accounting and finance, or sales. It is different from hiring an agency to do specific tasks, as the outsourcing provider (BPO) is more concerned with the ongoing production of labour-intensive tasks, instead of the higher-level strategy and guidance.

Now, business process outsourcing has broadened and is more akin to staff augmentation, or staff leasing.

What are the benefits of business process outsourcing?

There are many benefits to outsourcing, as well as some downsides and risks. The common benefits include:

Cost savings: significant savings of up to 70%, leveraging the lower global salaries Global market: access to a bigger employment pool of talent Global presence: having operational across the globe increases trade opportunities Flexible workforce: reduces internal local labour and employment compliance obligations Leverage skill: leveraging the skills of other specialist companies Focus: enables the client company to focus on their core functions

 

Business process outsourcing examples

The business process outsourcing sector is a vast industry, generating over $200bn annually, and employing many millions of people worldwide. Some examples include:

Big enterprise

Facebook and Uber outsource many of their operational functions, including content moderation for Facebook, and customer service for Uber

Medium-size businesses

A medium business with 50-500 staff might outsource the labour-intensive accounting and finance functions to a team in the Philippines.

Small business and entrepreneur

It is common for small business owners to have a Virtual Assistant (VA) working for hem full time, remotely from the Philippines.

What are the different types of BPO?

The type of business process outsourcing can be characterised by their specialisation, location, and size.

Generalist or specialist BPOs

Business process outsourcing is in the human resources and professional services sector. However, their services extend across all industries. The majority of BPOs are generalist, in that they offer a full range of professional services, although some specialise in certain verticals (ie accounting, or animation).

Location

Business process outsourcing typically operates form developing nations such as the Philippines, India, and Colombia. They typically have cheaper cost-of-living and bigger populations. Different locations offer different advantages.

Size of BPO

The bigger BPOs employ more than 250,000 people. They are huge, global operations. Medium-sized BPOs range from 500-5,000 staff and offer a full range of services. The smaller BPOs might have 1-500 people.

Functions of business process outsourcing

Collectively, business process outsourcing provides any kind of staffing solution. Common functions of BPO include:

Finance and accounting: operational, technical and specialist functions Healthcare: various functions of the backend of the healthcare and health-insurance industries Creative and content: everything from post-production of Hollywood movies to newspaper and website content Tech, IT and development: network management, web and app development and maintenance Sales & customer support: ongoing sales and customer operational support and delivery Marketing: ongoing marketing, communication and branding activities Talent and HR: externalising the management of company HR, recruitment and compliance Administration: general business administration and operational activities Top BPO companies in the world's top outsourcing hubs

A wide range of BPO companies in different parts of the world provide utmost services to their Western and local clients. Many of them have even earned awards and recognitions by award-giving bodies due to their performance on both the roles they take and on their way of taking care of the employees.

Check out the top BPO companies in several outsourcing destinations below:

Top BPO companies in the Philippines Top Indian BPO companies Top South African BPO companies Business Process Outsourcing (BPO) services

Outsource Accelerator is the most trusted source for independent information & advisory for Business Process Outsourcing (BPO). We have over 4,000 articles, 200+ podcast episodes, and a comprehensive directory with 700+ BPOs… all designed to make it easier for clients to learn about, and engage with, business process outsourcing.

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About OA

Outsource Accelerator is the trusted source of independent information, advisory and expert implementation of Business Process Outsourcing (BPO)

The #1 outsourcing authority

Outsource Accelerator offers the world’s leading aggregator marketplace for outsourcing. It specifically provides the conduit between Philippines outsourcing suppliers and the businesses – clients – across the globe.

The Outsource Accelerator website has over 5,000 articles, 350+ podcast episodes, and a comprehensive directory with 900+ BPO companies… all designed to make it easier for clients to learn about – and engage with – outsourcing.

About Derek Gallimore

Derek Gallimore has been in business for 20 years, outsourcing for over eight years, and has been living in Manila (the heart of global outsourcing) since 2014. Derek is the founder and CEO of Outsource Accelerator, and is regarded as a leading expert on all things outsourcing.