The Ascent Group, Inc.

Service Delivery Advantage

Call Center Strategies 2007

List of Report Analysis & Graph Exhibits
  • Finding & Observations
  • Recommendations for Improvement
  • Innovative or Winning Strategies
  • Countries Represented
  • Industries Represented
  • Call Centers per Participant
  • Hours of Operation
  • Representatives per Center
  • Total Inbound Calls Offered
  • Total Outbound Calls
  • Percent Outbound/Inbound Calls
  • % Abandoned Calls
  • Average span of control (reps per supv)
  • Cost per Call
  • Average Speed of Answer
  • Calls Handled per Agent
  • Service Level Conformance
  • % Agent Availability
  • Average Talk Time
  • Average Handle Time
  • Average After Call Work Time
  • Turnover
  • Absenteeism Rate
  • Average Length of Service
  • New Hire Days Classroom Training
  • New Hire Days On-the-Job Training
  • New Hire Average Days to Standard
  • New Hire Average Class Size
  • Certification?
  • Initial Training Tests?
  • Computer-based Training?
  • Refresher Training?
  • Refresher Training Tests?
  • Refresher Training Computer-based?
  • Channels Monitored or Observed
  • Calls Monitored per Rep Per Month (by Industry)
  • Call Monitoring Approaches
  • Type of Monitoring Conducted
  • Conduct Regular Calibration Sessions
  • Frequency of Calibration Sessions
  • Typical Calibration Session Participants
  • Dedicated Quality Assurance Group?
  • Measure Agent Performance?
  • Overall Call Center Performance Measurement
  • Measure Coaching Performance?
  • Coaching Performance Measurement
  • Coaching Skill Assessment
  • Coaching Certificaiton Program?
  • Coach Training Process
  • Team Leaders Augment Supervisors
  • Team Leader Responsibilities
  • Challenges to Monitoring Process
  • IVR handled calls (% of inbound)
  • IVR utilization by industry
  • Opt Out Rates
  • IVR Self-Service Offerings
  • IVR Vendors Represented
  • IVR System Maturity
  • IVR System Configuration
  • Drivers of IVR Implementation
  • IVR Deployment Strategies
  • Use of Speech Recognition
  • Use of CTI
  • Use of Call Profiling
  • Impact of Call Profiling on Customer Satisfaction
  • Best Practices or Lessons Learned for Call Profiling
  • Use of Queue Announcements
  • Measures of IVR Success
  • Measure IVR Customer Satisfaction?
  • Promote IVR Usage to Customers
  • Encourage Agents to Promote IVR Use
  • IVR- Handled Calls Equivalent FTEs
  • First Call Resolution Mesurement Framework
  • First Call Resolution Measurement Basis
  • Measurement Approach by Industry
  • Years Measuring First Call Resolution
  • First Call Resolution Performance by Industry
  • List of Participants

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Call Center Strategies 2007

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Published: December, 2007