Metrics

Tags:
Call Center management
Call Center metrics
Call center software
When building a call center from scratch; what's are the factors determining the metrics needed to achieve the revenue goals needed?

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Hi Birthriteceo,

I’m the Site Editor for SearchCRM.com and I’d like to let you know about the valuable call center resources on our site. You specifically asked what metrics to consider when starting a call center. Our expert Lori Bocklund has answered questions on this topic:

Call center performance metrics to use when starting a new center

http://searchcrm.techtarget.com/expert/KnowledgebaseAnswer/0,289625,sid11_gci1238813,00.html

What metrics best measure call center efficiency?

http://searchcrm.techtarget.com/expert/KnowledgebaseAnswer/0,289625,sid11_gci1249851,00.html

Feel free to ask your own question of Lori for personalized advice:

http://searchcrm.techtarget.com/expert/KnowledgebasePoseQuestion/0,289624,sid11_tax294157,00.html

You can also visit the metrics section of our Call Center Manager Learning Guide:

http://searchcrm.techtarget.com/general/0,295582,sid11_gci1253452,00.html

I hope this helps! Feel free to contact me with questions.

Thanks,
Lauren
Lauren K. Hoyt

Site Editor
SearchCRM.com
TechTarget Enterprise Applications Media Group

e-mail: lhoyt@techtarget.com
desk: 781.657.1594
fax: 781.657.1100

117 Kendrick St
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Needham, MA 02494

TechTarget
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www.techtarget.com

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  • LATESTTECHINFO
    Additional factors determining the metrics needed to achieve the revenue goals needed and improve Call Center Performance: * On-going and frequent feedback to clients via phone and email about campaign performance, customer feedback, customer issues, etc. * Allocation of the right number of agents per campaign (Agents are not allowed to handle more than 3 campaigns at a time) * Ability to adapt to campaign changes on-the-fly without downtime as well as be able to provide the special services when required * The right vendors for clients where credit card processing, customer service, order management software, and fulfillment are necessary * Agents must be dynamic, energetic, and understand what is required to close sales at a higher ratio than what was previously achieved * Agents must ask questions about products and/or advertisements on every call, then provide that valuable information from your customers to you at no extra cost * Allocation of vanity 800 numbers for clients * Transfer or assigning ownership of 800#s to clients For more info on this check out at http://inso.us/things_to_know.php
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