CallCenter management by the numbers by Jon Anton, Jodie Monger, Debra Sue Perkins

By Jon Anton, Jodie Monger, Debra Sue Perkins

Designed to supply new expert callcenter managers with a technique for coping with their callcenter in an simply understood, step-by-step demeanour. Softcover.

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Of course, the Herculean challenge is just how to achieve the task as defined above. The goal of this book is to address this challenge in as logical and quantitative a manner as possible. In Chapter 3, we will focus on: 1. Defining the most popular internal metrics 2. Describing where or how each metric is typically collected or computed 3. Suggesting industry standard goals for each metric 4. , a management system that focuses on the telephone call as a critical moment of truth around which a callcenter manager must build a custom, reliable, and validated quality of service measurement system.

6. Do it right the first time. 7. Follow up as promised. 8. Tell me what to expect. 9. Be honest. 10. Be socially responsible. 11. Be ethical. Callers have a varied tolerance for the level of service that a callcenter provides. Six factors combine to form caller tolerance: 1. The degree of motivation is illustrated in willingness to wait to talk to your doctor when you're sick compared to willingness to wait to make an airline reservation. 2. The availability of substitutes is the ease of obtaining the same product or service elsewhere.

In this book, we have chosen to implement a singular business strategy that can cut across all callcenters, regardless of their real or implied business objective, and that strategy is to "delight" your callers into a mindset of loyalty and preference. Research conducted by both corporate and academic researchers (Lash, 1989) shows a relationship between survey measurements and the degree of preference or rejection that a customer might have accumulated. When the customer is asked a customer satisfaction question, the customer's degree of loyalty mindset (or attitude) will be indicated as a score from 1 (very dissatisfied) to 5 (very satisfied).

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