Callcenter Management: By the Numbers

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Purdue University Press, 1997 - Business & Economics - 101 pages
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Annotation With the emergence of the callcenter as a mission-critical part of the corporate customer service strategy, management of the callcenter has moved from a reactive "fire-fighting" style to a more proactive tactical style of professional management. Measurements drive behavior, and "you get what you measure and reward." The primary purpose of this book is to provide new professional callcenter managers with a methodology for "managing their callcenter by the numbers."
 

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Contents

Introduction
1
Managing the CallCenter to a Mission
2
What Do Callers Expect from Us?
5
Setting the Service Levels to Achieve Caller Delight
6
Attributes of a Successful CallCenter Manager
7
Outline of This Book
8
Calculating the Lifetime Value of a Caller
9
Calculating Customer Lifetime Value
10
Inputs Needed to Use Our Model
60
A Simple CallCenter ROI Example
61
A More Complex ROI Example
62
A What If Question for the ROI Model
63
Performance Compensation Getting Everyone Focused on the Mission
65
The Performance Compensation Plan
66
Details about the CostFTE
67
Conclusions
69

Internal Metrics Measuring the Heartbeat of the CallCenter
13
CallCenter Dynamics
14
Sources of CallCenter Data
15
CallCenter Metrics
16
External Metrics Measuring the Heartbeat of the Caller
41
A Model of the CS Process
44
Content of a CS Program
45
General Instrument Data Collection and External Analysis
46
CustomerDriven CallCenter Management
51
Linking Internal and External Metrics The Ultimate Management Tool
53
Simple Regression
56
Managing to Increase CallCenter ROI
59
Glossary
71
CallCenter Survey Example
77
Computer Assisted Telephone Survey
79
Sampling Concepts
81
External Metric Analysis
83
Internal and External Survey Scripting Questions and Identification of Internal Metrics
85
Important Statistical Concepts
87
The Importance of Corporate Image
93
CallCenter Performance Benchmarking
95
References
101
Copyright

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