Call Center Performance Success Insider's Club
Executive Summary To improve the efficiency of the a contact center, it is necessary to implement industry standard metrics. A call center has an opportunity to improve its efficiency by leveraging the right measures to drive accountability at the department, supervisor, and associate levels There are several industry standard call center metrics that the a [...]
Measuring Productivity through Bill to Paid to maximize revenue Bill-to-pay (B2P), also known as Productive-to-Paid (P2P) Bill To Pay is the measure of the amount of time an associate is productive relative to the amount of time the associate is paid (or the amount of time billed to the client) B2P is typically a measure [...]
By Lorre Zuppan Many organizations use performance metrics as a method for staying on strategy and measuring their progress. For many, however, it’s difficult to tell whether the effort put into gathering and reporting the measurements is worth the results. For those defining their measures through review of a standardized laundry list, any performance lift [...]
Many companies invest a lot of their time and resources on their people. Training programs are often organized to expand the knowledge and skills of employees. To evaluate how effective these programs are, training metrics are developed. Training is commonly described as the process of acquiring knowledge, competencies and skills. At present, many have recognized [...]
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