Outbound Call Center Metrics
Here are a few of the Outbound sales measurements used in many contact or call centers. These are used by management to track and qualify agents doing the work on the telephone.
SPH
Contact Rate
Sales Rate
Contact Right Party Rate
Sales to Right Party Rate
Productivity
No Sales Reason
No contact Reason
At least management doesn’t just give everyone a folding chair and continue to expect the workers to drive to these management expectations. oy
Call Center Jobs — Preparing your Resume
Ever wonder what kind of information is on Resumes for a job at a call center?
Is it things like: I answer the phone well?
Or
I talk on the phone a lot?
No, it’s customer service! Your resume for a call center job should be filled with not only technical skills, but basic ones like keyboarding. The major things that’s looked for however is the customer service skills. Don’t be to quick to minimize skills obtained from life experience either. Things like running a school choir demand good communication skills, negotiation talent, and great people skills. Use these to your advantage. Not matter what you’ve done in the past, think about the skills used to be successful.
Good marketable skills may be found in all avenues of life from simply attending school classes to extra curricular activities
Call Center-Customer Service and the survey
Customer service! Just the words seem to suggest that customers are important. Fact is, in many businesses, the companies now work their hardest to keep people from finding the customer service departments or help call centers. Why? Because customer service COSTS MONEY and many businesses don’t believe that a customer service call center is value add.
Why?
Because all they can see is cost to run a call center. They never see that because of good service, customers are more loyal. Customer loyalty cannot be measured accurately so instead of figuring out how to measure it correctly, management typically runs to the “survey”.
Now it’s not that surveys aren’t important, just that questions can be fashioned to get any answer anyone is looking to find. The reason for this is the very human trait of translation and communication. In a call center, one of the most difficult problems to deal with is the lack of communication between the agent and the customer. Verbalizing helps but try to gain the direct level of understanding through a few survey questions and the logical understanding is that it’s bogus