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Most Recent Articles
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- Manage Call-center Performance With Business Metrics
Today's call center is not something about phone calls, it's a separate business that can... no it MUST generate revenue. It must provide company with fresh ideas, must help company to get new customers and archive business goals, it must work 24 hours a day, live response must be accessible within few seconds. Finally, the operator's response must solve customer problems immediately, must save customers that wished to cancel service and must generate revenue.
There are various viewpoints on call center - operator view point, customer view point and management viewpoint. Customer wishes the problem to be solved. Operators' job is to solve the problem, actually operators' job is to find correct information quickly and provide it with customer in an easy to follow way. What about management? These people always make things working properly. So what is the best thing that call center manager can do? How to manage call center efficiently? The Balanced Scorecard approach is the best answer to these questions. - Real Estate Customer Relationships Perspective
It's recognized that a company's success is based not only on financial measures which, although important, are not indicative of customer, employee, or quality problems or opportunities. Besides costs and revenue, businesses looking for long-term profitability have to take into consideration customer relationships, employee skills and collaboration items.
Leading companies tend to focus on a balanced approach to performance measurement to assess processes and identify which of them needs improving before it turns into a serious problem. Customer relations is one of the perspectives to choose measures of key importance. - Calculating Contact/call Center Roi: How Do You Measure The Value Of Customer Satisfaction?
A number of factors must be taken into consideration when calculating the contact or call center ROI. There are variances in how the call center is set up, such as where it is located, whether it is in house or outsourced, what the level of response is, whether the customer is able to speak to a live source or is simply referred to another location within the company.
As companies become larger and larger, it is unfortunate that the contact people who are in the customer service business often know less and less about what is actually going on with the business. - Measuring Roi On A Call Center Investment
Traditional ROI calculations use the level of profit generated by an asset divided by the value of the asset and expressed as a percentage. That's fine but when we seek to ascribe a value to non-profit generating assets we need to look at ways in which we can quantify the value that the call center is contributing to overall business operations.
Call center data management and manipulation has lent itself particularly well to KPI metric and Balanced Scorecard methodology. KPI/Balanced Scorecard techniques are a mainstay of the management of any call center and using the metrics that are being produced from these management information tools allows to start calculating an approximation for ROI.
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