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5 Key Call Center Metrics Underestimated By E-Commerce Business Owners - Md Alam - Blog

5 Key Call Center Metrics Underestimated By E-Commerce Business Owners

To make your eCommerce business successful, you need to find out what works best. Understanding the driving force behind your business will ensure future growth. This is where eCommerce KPIs come to action. The key performance indicator metrics are a must for eCommerce companies to track and evaluate performance to help the revenue grow. But, most often, the eCommerce business owners overlook these performance metrics. They only consider sales when it comes to measuring success. It won’t help marketers to predict repeat purchases, track abandonment rate or profits. However, when you outsource to an ecommerce call center, there are some key metrics that they use.        

Let’s take a look at five call center KPIs that eCommerce companies should consider necessary.   

Average Handle Time

Online retail businesses that partner with call centers should ensure that agents perform their best. The average handle time is the average time of customer calls. Customer services outsourcing agents for eCommerce are familiar with acronyms like Average After Call Work Time and Average Talk Time.    

It doesn’t matter how good the agents are at closing a deal over the phone. But it is crucial to track After Call work time because it will help you find out the workforce needed. Average Handle Time is inversely proportional to eCommerce customer satisfaction. The lesser, the better.

Average Customer Acquisition Cost

The Average Customer Acquisition Cost is one of the crucial metrics for determining the eCommerce company's profitability and growth. It is the average expense for sales and marketing invested in acquiring one customer.

It is essential for eCommerce BPO services to calculate the value that one-time customers and repeat customers offer them throughout.

Return on investment or ROI 

This is the most important metric of all, and especially when there are business uncertainties everywhere. Return On Investment helps you understand how much revenue or profit you have earned from a specific marketing campaign. Taking into account the strategies for lead generation efforts made by the E Commerce call center or your in-house team, the profit figures are vital to note down when planning for future investments and strategies, making sure you do not exceed budget in areas where results are not as expected.  

Return Rate 

Return rate can be calculated by dividing Number of Leads Returned with Total number of Leads delivered.

Why is Return Rate important? Time spent in returning leads could have been utilized in selling. When it comes to marketing for eCommerce, two major strengths are timeliness and the right target. Businesses spend money to generate leads and facilitate time-responsive business objectives. A return rate above 10 percent is not considered good. However, dedicated customer services outsourcing companies carry out additional screening for quality to bring down the return rate to 2 percent.

Service level

This metric plays an important role in the eCommerce business for delivering a great customer experience. It measures your capability to deliver the service standard agreed upon in the Service Level Agreement. It is impacted by a number of issues like unplanned service outages, unexpectedly high volume of calls, or high absenteeism.

Managing an eCommerce company is not an easy task. Irrespective of the business resources and positive factors that drive sales, performance of your eCommerce call center partner are also important. Hence, ensure that you leverage the right call center metrics for ensuring higher level of services.      



Publish Date: February 23, 2021 6:10 AM

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