The Ascent Group, Inc.

Service Delivery Advantage

Call Center Strategies

List of Report Analysis & Graph Exhibits
  • Finding & Observations
  • Recommendations for Improvement
  • Innovative or Winning Strategies
  • Countries Represented
  • Industries Represented
  • Call Centers per Participant
  • Hours of Operation
  • Representatives per Center
  • Total Inbound Calls Offered
  • Total Outbound Calls
  • Percent Outbound/Inbound Calls
  • % Abandoned Calls
  • Average span of control (reps per supv)
  • Cost per Call
  • Average Speed of Answer
  • Calls Handled per Agent
  • Service Level Conformance
  • % Agent Availability
  • Turnover
  • Average Length of Service
  • New Hire Days Classroom Training
  • New Hire Days On-the-Job Training
  • Certification?
  • Computer-based Training?
  • Video-based Training?
  • Channels Monitored or Observed
  • Calls Monitored per Rep Per Month (by Industry)
  • Call Monitoring Approaches
  • Type of Monitoring Conducted
  • Conduct Regular Calibration Sessions
  • Frequency of Calibration Sessions
  • Typical Calibration Session Participants
  • Call Monitoring Responsibilities
  • Split between silent and side-by-side
  • Supervisor Monitoring Responsibility
  • QA Monitoring Responsibility
  • Timing of Monitoring Feedback
  • Monitoring Results Component of Agent Performance?
  • Reps Hear Monitored Calls?
  • Peer Monitoring
  • Automated Call Monitoring Solutions
  • Dedicated Quality Assurance Group?
  • Measure Agent Performance?
  • Coaching Performance Measurement
  • Coaching Certificaiton Program?
  • Coach Training Process
  • IVR utilization by industry
  • IVR System Maturity
  • IVR System Configuration
  • Drivers of IVR Implementation
  • IVR Deployment Strategies
  • Use of Speech Recognition
  • Use of CTI
  • Use of Queue Announcements
  • Measure IVR Customer Satisfaction?
  • Promote IVR Usage to Customers
  • Encourage Agents to Promote IVR Use
  • First Call Resolution Mesurement Framework
  • First Call Resolution Measurement Basis
  • Measurement Approach by Industry
  • Years Measuring First Call Resolution
  • First Call Resolution Rate by Industry
  • Technology Deployed
  • List of Participants

Call Center Strategies

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*CD-Rom Version: $550

*Printed Report: $595

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Published: November, 2013