Benchmarking Inbound Call Center Operations

Kozlosky, Christine K.
March 2008
Electric Light & Power;Mar/Apr2008, Vol. 86 Issue 2, p46
Trade Publication
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.


Related Articles

  • Customer Service. Bertagnoli, Lisa // Marketing News;01/01/2001, Vol. 35 Issue 1, p10 

    Presents the technological development on customer service in the U.S. Integration of call centers and computer network resources; Growth of automated voice response software; Training of customer service personnel.

  • Gripes About U.S. Contact Centers Rise.  // CRM Magazine;Mar2011, Vol. 15 Issue 3, p12 

    The article discusses the growth of customer complaints in U.S. call centers by 40% as revealed by industry analyst firm ContactBabel. Steve Morrell, principal analyst at ContactBabel, mentions two reasons for the increasing number of complaints such as the adverse impact of he economic downturn...

  • Train, Nuture, Reward! Tschohl, John // OfficePro;May2004, Vol. 64 Issue 4, p26 

    Presents tips on staff training. Key element of training programs; Steps in service recovery; Use of positive reinforcement and public praise; Employee empowerment.

  • Achieving a step change in contact centre performance: Exploiting data to make better decisions and take effective action. Holland, Peter // Journal of Targeting, Measurement & Analysis for Marketing;Nov2003, Vol. 12 Issue 2, p103 

    An examination of performance measurement and strategies for performance enhancement within contact centres, this paper reviews performance measures that have proven problematic and looks at the impact of measurement on employee motivation. The paper moves on to look at what contact centres...

  • Just Desserts. Garner, Rochelle // CRM Magazine;Feb2003, Vol. 7 Issue 2, p46 

    Presents information on motivational strategies used by companies for call center agents in the U.S. Benefits of call center to business; Goals that call center can deliver; Details of the strategy used by ClientLogic.

  • Running rings around competitors.  // Director;Jun2003, Vol. 56 Issue 11, p53 

    Chey Garland set up Garlands Call Centres in 1997 and has since won a raft of awards for her approach in a sector often criticized for its approach to service. In this article, Garland talks about links between good service and employee motivation. Call center is a different phenomenon and it...

  • MOTIVATION CLINIC.  // Promotions & Incentives;Jun2008, p40 

    The article presents questions and answers related to employee satisfaction including what is the secret to loyal employees, giving reward to work team for their loyalty and show them their efforts have been appreciated, and how to the call center staff stay with the business.

  • Management Matters. Edwards, Dave // Best's Review;Feb2010, Vol. 110 Issue 10, p73 

    The article discusses the vital role of frontline managers to improve the performance of call center representatives in the U.S. The author mentions that these executives played an important role in augmenting the performance of these workers because they are the ones that manage tactical...

  • Praxair improves its customer service with new call center.  // Caribbean Business;8/27/2009, Vol. 37 Issue 34, p32 

    The article focuses on the initiatives of Puerto Rico-based Praxair Inc. in improving its customer service. The company has launched a call center that will make product sales easier. It has hired a new sales analyst specialist to take care all its accounts. It will also launch a Web site that...


Read the Article


Sorry, but this item is not currently available from your library.

Try another library?
Sign out of this library

Other Topics