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?

Answer Question   |  April 4, 2009  6:59 AM
Call Center management, Call Center metrics, Call Center ROI/TCO, Call Centers

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?

Answer Question   |  August 10, 2009  4:03 PM
Call Center metrics, Call Center ROI/TCO, Call Centers

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 handling calls, plus [...]

Answer Question   |  May 24, 2010  12:14 AM
Call Center, Call Center management, Call Center metrics, Call Center ROI/TCO, Nortel, PBX, Telecommunications

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 [...]

Answer Question   |  September 29, 2008  6:23 PM
Call Center metrics, Call Center ROI/TCO, Call Centers

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.

Answer Question   |  June 25, 2011  6:21 PM
Call Center metrics, Call Center ROI/TCO, Call Centers

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.

Answer Question   |  September 29, 2008  3:07 PM
Call Center ROI/TCO, CRM ROI, ROI

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 [...]

Answer Question   |  July 25, 2008  2:55 PM
Call 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.

Answer Question   |  July 24, 2008  2:53 PM
Call Center metrics, Call Center ROI/TCO, 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?

Answer Question   |  July 23, 2008  5:27 PM
Call Center metrics, Call Center ROI/TCO, Call Centers

benefits
what are the benefits of call center agents and who will benefit from them?

Answer Question   |  September 29, 2008  12:57 AM
Call center agents, Call Center metrics, Call Center ROI/TCO, Call Centers