IT and ITES services outsourcing to countries like India have been increasing and the companies here are maturing every coming day. Where IT companies are achieving CMMI levels for process improvements, same time ITES services like call centers are focusing on performance improvement of their call center staff. This factor was not on the priority list of any management few years back but now it’s in top list all time.
Comanies that help in outsourcing realized that without process improvement, it’s difficult to achieve customer service efficiency to compete with the peers. To link it with some familiar terms, metrics and measurement leads to process improvemen; without metrics - no one would know what to improve.
Metrics and measurement play major role in both IT and ITeS companies, but looking from the perspective of ITeS companies, it’s very important as almost everything is performance based and related to customers.
I have dealt with a project related to Interactive Voice System (IVR). These IVR systems are closely knit with customer relationship management. With the help of indicators, one needs to balance the customer scorecard. Need more information, you can buy or try balanced scorecard metrics out there.
So in an all, support metrics would be a solution to continuous improvement in customer relationship management and create new business opportunities.Without which, any management would see zillions of problems popping up and no time to resolve the issues losing the potential business from customers.
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nice article, keep up the good work