Centerserve's Call Center Measurement Toolkit is an indispensable tool that will
teach you how to assess and improve the performance of your call center. By providing
common definitions of terms and a complete overview of performance measures for contact
centers, the toolkit will promote your understanding of the functions and procedures that
will enhance your call center performance and boost its efficiency.
The call center
measurement toolkit provides a complete, alphabetized guide to performance measurement
that is easy to understand and easy to implement. Each measurement area includes complete
definitions, common mis-uses of terms, how to compute each measurement area for your call
center, goal setting tips and recommendations for improving performance in the each area.
Measurement areas in the toolkit include:
Abandon Rate
Availability and Agent Utilization
Average Speed of Answer (ASA)
Cost per contact by media
Contact Volume
Customer Satisfaction
Handle Time
One Call Resolution Rate
Quality Monitoring
Schedule Adherence
Service Level
Span of Control
Turnover Rate
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"We are very impressed with the quality. . .
useful and pertinent information that every call center manager can use at their
fingertips"
Doug Helvig
Cohen Brown Management Group
to place an order - call
970-669-6554 or
order online |
This toolkit includes:
- In-depth templates, graphs and guidelines to help you understand the definitions of each
call center measurement
- Explanations of different industry perspectives on each area of call center management
- Methods to accurately benchmark your results against industry data
- Recommendations and ideas you can act on immediately to initiate improvement projects
- Tips for improving your call center benchmarking results
- Formulas for determining when you have made accurate and valid comparisons
You will also be able to improve your benchmarking results with other call centers and
know when you have made accurate and valid comparisons.
Brought to you by
Centerserve and the Call Center Learning Center, this toolkit is
based on years of call center experience by industry experts and research analysts.
Orders in the United States can be shipped for next-day delivery.
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