Monday, April 22, 2013

Key Performance Metrics for an Outbound Call Center in India

Some time back, we started our discussion with data points for an Inbound call center in India. We highlighted what has been our experience across customers for an Inbound Call Center -

In this article today, we will discuss our experiences with Outbound Call Centers and Key performance Metrics you can look at before deciding on your Outbound Process.We will compare Outbound Dialing between a Manual Process  and an Automated Dialer.

Manual Dialing :An Agent types a customer number and manually dials a call to a customer.

Automated Dialer: Data of customers to be dialed is uploaded via an Excel sheet or with an integration to the dialer API. Dialer automatically dials the customer calls when the agent is free.

Stats for Manual Dialing:

When Agents have dialed Manually, it is found that they are achieving a success rate of 55% connected calls. Also, they are spending almost 20% time wrapping the call which means that the outbound processes need more data inputs than a regular process and hence agents need more time to wrap the calls. Agent Utilization is roughly around 30% excluding the regular process activity.

Stats for Automated Dialing: 

Interestingly, even automated dialer gives almost the same amount of success rate in terms of connected calls. Agent Utilization is significantly higher at 68%. When using a dialer, agents are found to dispose the calls faster thus reducing the Wrap up time duration. ( comparison was made in the same outbound process )


Automated dialer scores significantly higher in terms of agent utilization.

But depending on the Outbound process, customers have often chosen Manual Dialing like when agent has to scrutinize the case before dialing to that customer. Though the above stats give an idea on the agent efficiency you can achieve using a tool , depending on how your process flow is ( which is the superseding factor) the choice can tilt in favor of Manual dialing even though efficiency is lower than automated dialing.


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