1<!DOCTYPE html>
2
3Anonymous
4/bestp
5/bestp/domrep.nsf
67F92E16EBE472C74852572AD00695CF6
8
9
10
11
12
13
140
15
16
17/bestp/domrep.nsf/products/optimizing-call-center-performance-examining-the-role-characteristics-and-impact-of-frontline-managers-in-driving-productivity-and-growth?opendocument
18
19opendocument
2018.97.14.87
21
22
23www.best-in-class.com
24/bestp/domrep.nsf
25DB
Access. Intelligence. Excellence

| Advanced Search | 0
Research and Consulting Areas of Expertise

Benchmarking Reports Areas of Expertise Report Catalog FAQ
Best Practice Database Areas of Expertise New Research Case Analogs Benefits Types Of Research Current Members
Research and Advisory Services Areas of Expertise Digital Technology Consortium Field Medical Excellence Medical Affairs Consortium White Papers Research Partners Partnership Benefits Contact Us
Excellence Services Pharma and Medical Device Quality New Product Planning Medical Affairs Pharmaceutical Launch Market Research Competitive Intelligence

Industries

Biotechnology Financial Services Healthcare Medical Device Manufacturing Pharmaceuticals Technology and Communications

Functions

Brand Management & Product Leadership Competitive & Business Intelligence Commercial Operations Customer Service Clinical Operations Digital Technologies / AI Human Resources Medical Affairs Market Access Market Research, Analytics & Forecasting

 

Marketing Management Patient Access, Support, Insights and Operations Product Launch Pull Through Pharma Launch Playbook Scenario Planning / War Gaming Sales Supply Chain
Corporate Overview About Benchmarking Benchmarking Books What is a Best Practice? Research Methodology

Our Clients Testimonials

Our Team Careers Best Practices Interns Work at Best Practices, LLC Help Set Research Agenda
Follow Best Practices LLC linkedIn twitter slideshare youtube pinterest

Overview Press Releases Speaking Events Media Coverage Receive Research Updates Contact Us
Address/Email/Phone Schedule a Meeting
Report Catalog Videos
Database Member Home RAS Member Home

» 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-2019

Delivery Format: Online PDF Document

 

License Options:


Buy Now

 

919-403-0251
Schedule a Meeting

  • 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.

RELATED RESEARCH