Key Metrics to Measure Effectiveness of Your Third Party Call Center Relationship
Metrics for measuring call center performance have received a lot of attention over the years, with most metrics focusing on how an answering service can generate maximum ROI for its investment. However, the ways in which an organization can measure the effectiveness of its third party call center relationship is an equally important and often [...]
Call Center Agent Skills: Depth or Breadth?
With contact centers evolving as one stop shops for customer service, the focus on multi-skilled agents have increased more than ever. With the recent recessionary fears in the US and globally, one of the key cost optimization measures taken by call centers is to have multi-skilled agents. However, in large call centers with high attrition [...]
Call Center Agents VS. Automation: Which Side Are You On
Several studies have been done comparing the pros and cons of having live agents man your call center vs. using automation techniques such as IVR and more recently, speech recognition. Typically, studies sponsored by vendors of automation technologies would highlight the benefits of an automated call handling system, whereas there are other studies that highlight [...]
The Difference between Lead Generation and Sales
Lead generation and sales are so closely interconnected that it can sometimes be difficult to distinguish where one ends and the other begins. If we are going to define the two, “lead generation” refers to the process used to find potential customers, whereas “sales” refers to the actual hand over of products or services in [...]
