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Methodologies for Call Center Management
Are there any standad methodology for management of call center? Are there any industry specific? Like banks, telecommunication or insurance?
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| Mar 21 2009 6:59 AM GMT
Call Center management, Call Center metrics, Call Center ROI/TCO
Are there any standad methodology for management of call center? Are there any industry specific? Like banks, telecommunication or insurance?
View Answer
| Mar 21 2009 6:59 AM GMTCall Center management, Call Center metrics, Call Center ROI/TCO
5 pts.
What is the financial industry average for cost of contact for an inbound call center?
What is the financial industry average for cost of contact for an inbound call center?
What is the financial industry average for cost of contact for an inbound call center?
How best to handle inbound calls (small company)
Hi all, I have to review our telephone system with the aim of making sure our customers that call us get answered promptly. I'm looking for opinions/best practice on the best way technically to handle inbound calls? Do you have answer service part automated? At the moment, we have 3 sales agents...
Hi all, I have to review our telephone system with the aim of making sure our customers that call us get answered promptly. I'm looking for opinions/best practice on the best way technically to handle inbound calls? Do you have answer service part automated? At the moment, we have 3 sales agents...
Need help with Call Center metrics
We are a small call center of 28. We can be failing our MSI goal of 80%, but only have an occupancy rate of 70% or below. Shouldn't we be at 100% occupancy if we are missing MSI? Does someone in an AUX state effect our Occupancy rate? Our hours of operation are 8am-5pm. Thank you.
We are a small call center of 28. We can be failing our MSI goal of 80%, but only have an occupancy rate of 70% or below. Shouldn't we be at 100% occupancy if we are missing MSI? Does someone in an AUX state effect our Occupancy rate? Our hours of operation are 8am-5pm. Thank you.
Best measurable metrics to evaluate a Customer Service Call Center?
What are the best measurable metrics to use when evaluating a Customer Service Call Center? Thank you very much.
What are the best measurable metrics to use when evaluating a Customer Service Call Center? Thank you very much.
Calculation question on determining CRM ROI
What is the difference between risk-adjusted ROI and IRR? If I use cumulative discounted cash flow (i.e. NPV) divided by the present value of cost (i.e. cash outflows, including tax increase) to calculate ROI, why does this consistently yield a higher percentage than IRR? Please advise. Thank you.
What is the difference between risk-adjusted ROI and IRR? If I use cumulative discounted cash flow (i.e. NPV) divided by the present value of cost (i.e. cash outflows, including tax increase) to calculate ROI, why does this consistently yield a higher percentage than IRR? Please advise. Thank you.
What is the acceptable percentage of Hold Time?
What is the acceptable percentage of Hold Time in the equation of AHT = ATT + ACW + Hold Time. By hold time, I mean when the customer is put on hold during a call. So, if the expected AHT = 4 Mins -- is there an industry standard for what percentage the hold time can be? (eg 20% of AHT). I am...
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| Jul 24 2008 2:55 PM GMT
Call Center management, Call Center metrics, Call Center ROI/TCO
What is the acceptable percentage of Hold Time in the equation of AHT = ATT + ACW + Hold Time. By hold time, I mean when the customer is put on hold during a call. So, if the expected AHT = 4 Mins -- is there an industry standard for what percentage the hold time can be? (eg 20% of AHT). I am...
View Answer
| Jul 24 2008 2:55 PM GMTCall Center management, Call Center metrics, Call Center ROI/TCO
What is the best facilities/seat utilization ratio for call centers?
Is there a 'Best In Class' ratio for Call Center facilities/ seat utilization? I've seen 1:3 used. Would you know the source and context of this ratio? Thank you.
Is there a 'Best In Class' ratio for Call Center facilities/ seat utilization? I've seen 1:3 used. Would you know the source and context of this ratio? Thank you.
What is the average occupancy rate for outbound (lead generated) based call centers?
What is the average occupancy rate for outbound (lead generated) based call centers?
What is the average occupancy rate for outbound (lead generated) based call centers?
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