Call Center Metrics Can Boost Quality and Save Money

Summary: There are productivity, quality, and customer satisfaction metrics which can be measured to enhance quality and increase a company bottom line. GoACAnow.com offers call center solutions that can manage inbound or outbound business calls professionally.
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Call center metrics are key performance indicators, and they should focus on business goals and call center solutions. If metrics are analyzed and lined up with strategies, they can boost quality and save an organization money. Metrics monitor a call center’s performance by gathering and analyzing information; there are productivity metrics, quality metrics, and customer satisfaction metrics.

Inbound productivity metrics include the number of calls handled, and their timing. Also included are the number of emails handled, and the average time to respond to emails. Inbound productivity metrics comprise the percentage of calls and transactions resolved in the first contact. Outbound productivity metrics include the number of outbound calls and their timing. Productivity metrics for orders and quotes include the number of quotes and proposals, prices of quotes, and dollar amount of items sold. They also identify the number of leads and cross-sell/up-sell opportunities.

Quality metrics involve the accuracy of orders and quotes. They quantify product knowledge, technical knowledge, and communication and problem solving skills. Satisfaction metrics are figured from real time surveys of customers, field sales staff, and partners/distributors.

Analyzing these metrics can show if goals are being met, and if call center solutions are needed. The results will show specific areas that need improvement, and the quality of the call center will improve if new plans are put into practice. Cost analysis including measuring cost per call can save money and increase revenues by implementing improvements where needed.

Answer Center America, Inc. offers high quality call center solutions with their state of the art technology, and professional staffing. GoACAnow.com operates efficiently by analyzing metrics, and can increase a business’ bottom line.



Bio: Grace Enderlein is a freelance writer and editor. “Call Center Metrics Can Boost Quality and Save Money” outlines what metrics measure, and how they can increase quality and save money for call center solutions.

From Sales Life Style

Biggest Loser Tryouts

The weather is snowy and freezing cold. This is what I walked into at 4am to head to NBC tower to stand outside for 5 hours for my 2 minutes to beg for attention to get a spot of Biggest Loser. Now I must admit it was a very interesting day. I got the opportunity to meet Jerry, Stella, &Bernie all previous contenders on the Biggest Loser. Of course this was a big highlight of my day, but Jerry really motivated me to stay in that line. He explained how just 22 weeks prior it was him in the same line doing the same thing. So I think to myself, if a 60 year old man can do this I better be able to at 26. LOL!!!

The entire time waiting concluded with 12 of us sitting at a table and told get our attention in the next 2 minutes by responding to the topic we provide. All I can say is thank you Mom for raising a sales person!!! My background made this a walk in the park for me and my wife. But, I must admit I really felt bad for a few of the other people at my table as they really had no chance, and really need that show.

My wife Steph and I are still praying for a call back in the next 2 days, if not we will not give up and get our video out ASAP! Please prey for us as both of us really need this opportunity as we both really want kids.

From Sales Life Style

Bio: Michael McMillan is the director of Sales & Marketing for Answer Center America, Inc. “Biggest Loser Tryouts” is a review of my trip to NBC tower for the Biggest Loser open casting call. For more information on ACA's services please visit http://www.goacanow.com.

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