May 12, 2008


  • Maybe I''m missing something here but it''s interesting that "sales productivity" is listed as a crucial element in building a successful call center, yet I don''t see any "sales productivity metrics" listed in the performance metrics reported. I don''t see where any of the focus is on sales productivity if it''s not being measured. What gets measured, gets done.
  • Any more than 90% is unrealistic. At that point your staffing beyone what makes sense and would have a lot of wasted time.
  • Good to see some industry standards (% of calls answered). However, seems like success would be judged by a higher standard than 80% of all calls answered. It would seem to be huge statement to strive for more than 90%.