Analyzing performance through outbound call centre KPI

The key performance indicators (KPI) need to be monitored for reducing customer dissatisfaction. The output from outbound call centres can be managed by service level control or SLC. Ensuring the rate of abandoned calls is important.  Each call centre should abide by basic performance indicators like customer satisfaction, time saved and quality. The experts in […]

Key performance indicators (KPIs) in a call center

Continuously monitoring the performance of call centers is essential to ensure that the call center is headed in the right direction. There are several key performance indicators in call centers that help managers to assess performance in different areas. The trick is to choose these indicators in such a way that they give an idea […]

How to get the commercial model right for call centres?

Companies generally outsource their work when they want to focus on their core activities and want somebody else to work on their non core activities. The need for a good call centre also arises when the companies look out for cutting down the cost, when they have shortage of specialised skills and they have a […]