KPI’s

As an outsourcing partner to your company, Systrix is always working to achieve desirable levels of experience for our customers and we have rigorous control procedures in place to ensure this.

Call center KPI’s can be separated into two areas, Quality and Quantity. Quality can often be difficult to measure and sometimes the first idea you get about the quality of your call center is when you get a complaint. Here at Systrix we are more proactive than reactive that’s why we monitor quality carefully using a combination of the following Quality metrics:

• Resolved calls
• Time to resolve
• Reliability
• Competence and training of staff
• Random customer surveys
• Ongoing interaction

Quantity metrics we can effectively measure and report to you include:

• Number of calls
• Call times
• Numbers of leads generated, sales achieved etc

The feedback loop is extremely important to us and that’s why it maintains a high position in our business model. We work with you to establish the level and number of control procedures that are in place so you have peace of mind when using our service. We also recognise that people are not machines and this is exactly why you use a service like Systrix's. We therefore do not put the emphasis solely on time and ticket resolution metrics, indeed we work very hard with our call center representatives to make sure they treat all their callers as they would like to be treated themselves. This training and motivation goes all the way through our business to ensure customer satisfaction