2301  E.  Washington  St.  Phoenix,  AZ  85034   Align.  Inspire.  Disrupt.  

 

10 Things To Check your Call Center’s Vitals 1. What is one point of convers ion worth to you? (So why are you still measuring talk time?)

2. Do you have a loyalty strategy at the front end of your sales process?

3. Are you still measuring conversion? Talk time? Revenue per call? Time to think differently. Time to measure. What is your Revenue per Paid Hour? The most profitable call centers today are those with an extraordinary customer-focused culture. Just ask Zappos.

4. What do your cus tomers experience during the first 15 seconds of their call? (That is how long it takes them to decide if they want to buy.)

5. Does your incentive continue to drive the desired behavior and the results needed?

6. Are you operating your call center the same as you were 24 months ago or have you evolved? (The marketplace sure has.)

7. Have you adjusted your service level by half an hour to reflect the value of the business, or are you staffing to the same service level every hour of the day?

8. How have your hiring practices changed to attract candidates that understand how to sell versus those enamored with traditional order taking? Are your supervisors holding your associates truly accountable?

9. Have your measurements changed in the last 24 months? Are you measuring what matters most and then using the information wisely to maximize your revenues?

10. Are you a revenue center or a cost center?

 

C o n t ac t C h r i s t i ne Br o s n ah a n, S r . V i c e P r e si d e n t a n d C al l C e n te r M a v e n a t c h r i s b @ as p i r e m ar k e ti n g .c o m t o d i s c u s s y o u r w e l l ne ss c h e c k .

Call Center Wellness Check