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Products & Services Human Resources Call Center Human Resources Leadership and Communication

Optimizing Call Center Performance: Examining the Role, Characteristics and Impact of Frontline Managers in Driving Productivity and Growth

DB Image

ID: 4954


Features:

Metrics, Graphics, Summary Matrix


Pages/Slides: 57


Published: Pre-2013


Delivery Format: Online PDF Document


 

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Single User: Authorizes use by the person who places the order or for whom the order was placed.

Sitewide: Authorizes use of the report for a geographic site. All people at site can view the report for a year and copies can be printed.

Corporate: Authorizes use for the entire company for a year and copies can be printed. No limitations for usage inside the company.




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919-403-0251

  • STUDY OVERVIEW
  • BENCHMARK CLASS
  • SPECIAL OFFER
Non-members: Click here to sign-up for a complimentary tour of
"Optimizing Call Center Performance: Examining the Role, Characteristics and Impact of

Frontline Managers in Driving Productivity and Growth"


STUDY OVERVIEW

All too often call center benchmarking and best practice initiatives focus exclusively on call center representatives while overlooking the role of frontline managers in contributing to overall operational excellence. Call center performance - whether service, sales or a combination of both – can only be optimized with constant and active supervision, support, and coaching from experienced frontline managers. This benchmarking and best practice study seeks to better understand the activities and responsibilities of call center managers in high performing call centers.

Note: For the purposes of this study call center managers will be defined as “frontline managers” or "supervisors” that plan, develop, manage, implement, and coordinate the activities of call center representatives on a daily basis.

KEY TOPICS
  • Call Center Manager Hiring and Training
  • Call Center Manager Activities
  • Call Center Manager Performance
  • Call Center Manager Compensation and Motivation
  • Call Center Manager Cost
  • Measuring Call Center Manager Effectiveness
  • Challenges and Opportunities

DATA SEGMENTATION

Because of a critical mass in the financial services industry segment, Best Practices, LLC was able to provide benchmark data for the full benchmark class and the financial services segment. The financial services segment includes a range of financial services providers that include: banks, insurance and investment companies.

KEY BENCHMARK AND BEST PRACTICE DATA
  • Call Center Manager Activity Breakdown
  • Recruitment Variables: Call Center Manager Skills and Abilities
  • Advice For New Call Center Managers
  • Compensation: Fully Loaded Costs (US$ for U.S. Companies Only)
  • Compensation Split: Base/ Incentive Compensation Split
  • What Makes a Successful Call Center Manager
  • Training Call Center Managers: Program Characteristics
  • Training Call Center Managers: Training Days Per Year
  • Training Effectiveness: Months to New Manager Effectiveness
  • Call Center Manager Daily Activity Breakdown Matrix
  • Span of Control: Actual Versus Optimal
  • Effectiveness of Incentives
  • Key Motivators for Call Center Managers
  • Performance Management Tools Employed
  • Using Call Center Managers to Drive Innovation

METHODOLOGY

This research was conducted for Best Practices, LLC's Global Benchmarking Council (GBC) and was based on survey and interviews with 44 companies. Approximately 60% of the benchmark partners are drawn from financial services market segments.

Industries Profiled:
Insurance; Financial Services; Banking; Medical Device; Aerospace; Transportation; Chemical; Pharmaceutical; Manufacturing; Computers; High Tech; Retail; Consumer Products; Telecommunications; Energy; Entertainment; Internet; Media; Publishing; Cable


Companies Profiled:
Accident Fund; Bank of America; Becton Dickinson; Boeing; Carlson Hotels; Delta Air Lines; DuPont; EDS; Federal Reserve Bank; First Charter; GE Money; Key Bank; Kohl's; Lincoln Financial Group; London Life Insurance Company; Midwest Wireless; Mutual of Omaha; Nationwide Financial; Prudential Financial; PSE&G; State Farm Insurance; Time Warner; Western Southern Life; W.R. Grace; Washington Mutual; Yokogawa


If you purchase Best Practice Database document(s), you will have 30 days from the date of purchase to apply some or all of the cost of the document(s) toward the cost of a Full Access Individual, Pharma, Group or University Membership. Write us at DatabaseTeam@bestpracticesllc.com or call David Guinn at 919-767-9179 if you have any questions.