The modern-day call centers, too, like many other tech-oriented businesses, constitute a multitude of intricate data. It is indeed a challenge for most of them to mine this data and evaluate the efficiency and effectiveness of the agents and the processes involved. Many sales data remain trapped inside the processes involved in the call center agent discussions. Hence call center metrics and commission tracking are an essential part of scaling operations and managing revenue in most organizations.
Goal/Problem
Call centers, especially those in the health and life sciences industry, encounter a myriad of challenges. One of the primary obstacles is the vast amount of data generated during customer interactions, which can be overwhelming to manage and analyze effectively. Additionally, ensuring compliance with industry regulations such as HIPAA adds another layer of complexity. Call center agents often struggle with maintaining high levels of customer service while adhering to strict guidelines and protocols. Moreover, the dynamic nature of the healthcare industry requires call centers to adapt quickly to changes in regulations, products, and services, further complicating their operations. These challenges underscore the critical need for efficient call center metrics and commission tracking systems to streamline operations and ensure compliance while maintaining a high standard of customer service.
One of our clients in the Health and Life Sciences(HLS) industry wanted to track sales, renewals, and returns resulting from call center activities as well as ROI and commission across multiple sales campaigns. However, the commission plans differed between agents and needed to be customized. Moreover, all the sales data needed to be synced with Quickbooks and roll up to dashboards for analysis.
Solution
We implemented Five9 call center features with Salesforce to track calls against specific campaigns to calculate ROI. We implemented the native Salesforce App, Chargent, for credit card processing of telephone orders as well as sending payment requests so that customers can pay online:
Commissions are tracked based on the agent’s performance as well as the campaign and product. This meant an agent could get a different commission on each sale, and we needed an easy way to present the details of their commission to them. We built a custom page to display important data to the managers and agents.
Implementing integration with Quickbooks to ensure all payments are recorded properly for accounting. We rounded out this implementation with reports, dashboards, and list views so that the day-to-day management of employee and campaign metrics is easy to explore and update.
In conclusion, the challenges faced by call centers, particularly in the health and life sciences industry, highlight the importance of implementing robust solutions for call center metrics and commission tracking. By leveraging technologies like Salesforce, Five9, and Chargent, organizations can not only streamline their operations but also improve efficiency and ensure compliance with industry standards. The ability to track sales, renewals, and returns, as well as customize commission plans, provides a competitive edge in today’s fast-paced business environment. With the right tools and strategies in place, call centers can effectively manage their revenue streams, scale operations, and enhance overall performance.
