Comments on: Call Center Metrics – How do You Measure Them?

By: Avayaglobalconnect

Avayaglobalconnect — Fri, 30 Jan 2009 08:37:38 +0000

The process that the organization uses to build relationship with different segments of its customers and at different levels.

By: djmitch

djmitch — Wed, 31 Dec 2008 20:33:23 +0000

Check out this sweet CRM.

By: Ben

Ben — Mon, 29 Dec 2008 01:31:47 +0000

Being in the business myself I’ve heard a terrifying number of horror stories from associates about money their companies have spent on “quick fixes” – something I avoided by going with http://www.EnterpriseWizard.com, and something that people really need to be careful about. Some cheap fixes end up really expensive, and some “quick” fixes end up requiring a fix that takes eons.

By: markantill

markantill — Fri, 19 Dec 2008 22:51:08 +0000

The most accurate call reporting system would have to tie in to your switch in order to track call start/end. Seems this was a big thing in the late 90’s but I have seen more and more companies tracking by notes and the like. It’s simple but effective.

Remember: GIGO!

Mark

By: CRM Outsiders » Blog Archive » Customer Support Metrics Without a Call Center

Thu, 04 Dec 2008 00:21:05 +0000

[...] just read a good write-up on measuring call center success, and it makes a lot of [...]

By: CRM Total » Call Center Metrics - How do You Measure Them?

CRM Total » Call Center Metrics - How do You Measure Them? — Tue, 04 Nov 2008 06:32:39 +0000

[...] All things set aside, call center metrics are very important and a necessity in all businesses. If you don’t have anything currently in place, I recommend checking out these trial versions and seeing for yourself. I personally haven’t used them yet but based on what I’ve read thus far, they could be a great solution for you. Original article at CRM-GURU. [...]

By: Joao

Joao — Fri, 19 Sep 2008 20:58:14 +0000

As far as customer service and call centers go, I find one thing that consistently bothers people is the telemarketers pause caused by predictive dialers. A power dialer such as the one provided by Insidesales.com may be a better option if that is one thing you are trying to avoid.

By: Carrie T

Carrie T — Tue, 05 Aug 2008 17:44:53 +0000

These look like some great tools to use. To add to these I would recommend a customer service book that I have been reading. It has helped me to see where I need to strengthen customer service within my own business. Thanks for the info!

By: Software Vendor

Software Vendor — Fri, 01 Aug 2008 05:28:13 +0000

Call center metrics are critical for gathering actionable data that can be broken down to a granularity that enables decision makers to work on issues such as executive work load, success rate, issue resolution time, and all factors that affect call quality as well as the costs incurred. In the absence of accurate call center metrics, a shift of premise to a location that offers cheap labor will not solve the problem of customer support at a low cost.