TITLE

Benchmarking Inbound Call Center Operations

AUTHOR(S)
Kozlosky, Christine K.
PUB. DATE
March 2008
SOURCE
Electric Light & Power;Mar/Apr2008, Vol. 86 Issue 2, p46
SOURCE TYPE
Trade Publication
DOC. TYPE
Article
ABSTRACT
The article examines the performance of call centers in the U.S. regarding productivity, cost and service. By analyzing performance according to these criteria, companies can understand if their service was compromised by cost cutting or if they are spending too much to reach a high service level. It was found that the best performing call centers are more likely to use behavioral-based screening to choose candidates, empower employees to make decisions, and reward them for superior performance.
ACCESSION #
31719505

 

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