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» Products & Services » » Customer Service » Call Centers » Process Design and Management

Driving Call Center Performance Improvement

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ID: 4367

Features:

Metrics, Graphics, Detailed Process Map

Words: 3,650

Published: Pre-2019

Delivery Format: Online PDF Document

 

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This report explores in detail how several top-performing companies track performance and focus on improvement for their call center operations. Specific practices for monitoring call center employee behavior and levels of customer satisfaction illustrate the most effective methods for fielding customer inquiries. Effective metrics for determining the success rates of centers’ ability to answer questions and training programs for improving employee performance used by companies such as T. Rowe Price and AT&T are explained in this report.

Industries Profiled:
High Tech; Manufacturing; Financial Services; Automobile; Shipping; Telecommunications


Companies Profiled:
IBM; T. Rowe Price; Saturn; FedEx; American Express; USAA; Lucent Technologies; AT&T UCS

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