Essential Drivers for Call Centers

To determine what is essential to your organization, perhaps it would be helpful to know what other organizations perceive as “Most important”. What are the criteria that we think are needed to measure an agent performance. We would often hear management talking about average wait time,average talk time,occupancy,average number of calls per day,rate of call escalation to supervisor,team productivity etc. this list are tangible and can be measured. In simple terms what gets measured, gets managed.

Let’s be managers for awhile and manage the call center business in a holistic approach. Let us try adding those we cannot manage like Attitude,Team work and Accuracy. These three are ranked at 90% most important followed by business knowledge, attendance and customer satisfaction- ranked between 79 and 89 percent.

If you know what is important to your organization and why, you can focus more your efforts in hiring,training and employee development.

Call center agent success profile. Read more


Posted on September 3, 2012, in Uncategorized and tagged , , , , , , , . Bookmark the permalink. Leave a comment.

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