Call Center Management

by Anton, Jon; Monger, Jodie; Perkins, Debra

• ISBN13: 9781557531124
• ISBN10: 1557531129
• Format: Paperback
• Copyright: 1997-09-01
• Publisher: Purdue Univ Pr

Summary

With the emergence of the callcenter as a mission-critical part of the corporate customer service strategy, management of the callcenter has moved from a reactive "fire-fighting" style to a more proactive tactical style of professional management. Measurements drive behavior, and "you get what you measure and reward" The primary purpose of this book is to provide new professional callcenter managers with a methodology for "managing their callcenter by the numbers.

Table of Contents

1. Introduction	1	(8)
Background	1	(1)
Managing the CallCenter to a Mission	2	(3)
What Do Callers Expect of Us?	5	(2)
Setting the Service Levels to Achieve Caller Delight	7	(1)
Attributes of a Successful CallCenter Manager	7	(1)
Corporate Image versus Financial Performance	7	(1)
Outline of this Book	8	(1)
2. Calculating the Lifetime Value of a Caller	9	(4)
Defining Customer Lifetime Value	9	(1)
Calculating Customer Lifetime Value	10	(3)
3. Internal Metrics: Measuring the Heartbeat of the CallCenter	13	(28)
Introduction	13	(2)
CallCenter Dynamics	15	(1)
Sources of CallCenter Data	15	(1)
Call Center Metrics	16	(25)
4. External Metrics: Measuring the Heartbeat of the Caller	41	(12)
Introduction	41	(3)
A Model of the CS Process	44	(1)
Content of a CS Program	45	(1)
General Instrument, Data Collection, and External Analysis	46	(1)
Calculating Performance Scores	47	(5)
Customer-Driven CallCenter Management	52	(1)
5. Linking Internal and External Metrics	53	(6)
Background	53	(3)
Simple Regression	56	(1)
Case Study One	57	(2)
6. Managing to Increase CallCenter Return on Investment (ROI)	59	(6)
Customers as Corporate Assets	59	(1)
ROI Model Assumptions	59	(1)
Inputs Needed to Use Our Model	60	(1)
Calculations Performed in Our Model	60	(1)
A Simple CallCenter ROI Example	61	(1)
A More Complex ROI Example	62	(1)
A "What If" Question for the ROI Model	63	(2)
7. Performance Compensation Focused on the CallCenter Mission	65	(4)
Background	65	(1)
Performance Compensation Plan	66	(1)
Details about the Cost FTE	67	(2)
8. Conclusions	69	(2)
Glossary	71	(6)
Appendix A: CallCenter Survey Example	77	(2)
Appendix B: Computer Assisted Telephone Survey	79	(2)
Appendix C: Sampling Concepts	81	(2)
Appendix D: External Metric Analysis	83	(2)
Appendix E: Internal External Survey	85	(2)
Appendix F: Important Statistical Concepts	87	(6)
Appendix G: The Importance of Corporate Image	93	(2)
Appendix H: CallCenter Performance Benchmarking	95
References