Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
Become a Basic Member for free. Click Here

Call Center Check List - Mark Fichera - ContactCenterWorld.com Blog

Call Center Check List

By Mark Fichera, CEO, OnBrand24 If you're a first-time user of a call center company you might be unsure what to expect, or ask, of your service provider.  Having been on the service provider side of the equation for many years, here's my recommended approach to hiring a call center. The first principal: Agree with the call center provider on program goals based on measurable results.  Then, hold them to it. Like direct mail and social media marketing, one of the great attributes of telemarketing is measurability - and, by extension, call center accountability. So how do you keep a call center accountable? Start by developing a list of priorities and objectives - also called a "Service Level Conformance" - that you and your call center manager agree on.  The objectives of your campaign may change as you gain better understanding of your telemarketing strategy.  If your call center lacks the flexibility to set individual performance standards for your campaign - or balks at any of these items - you should probably look for another service provider: OK, so here's a check list: - Results Coding: The result of every call, be it inbound customer service, outbound lead generation and appointment setting, should be coded for tracking and analysis.  This is critically important for adjusting and refining your campaign, which you should do in concert with your call center project manager.  Results codes include: Appointment Set, Forwarded Customer to Client, Answered Caller's Question, Survey Completed, Sale Completed. - Success Rate: Depending on the type of campaign involved there is a "best outcome" call result, such as scheduling a sales call for an appointment setting campaign or completing a sale or successfully resolving a customer problem for an inbound program.  Set a mutually agreed-upon goal with your call center manager for successful calls per week or month. - Internal Measurement: As the client, measurement of your telemarketing campaign extends beyond the call center's results report.  For outbound programs, it's smart to track the quality of their sales leads, assessing the level of interest and appropriateness for your product or service offering.  For inbound programs, code your ads and have the call center incorporate them into their results report - and then adjust your ads according to those that generate the best results. - Cost per Call: Call centers with advanced telemarketing technology infrastructures can measure results and costs to a high level of granularity, including breaking your campaign's costs down to the individual call.  Ask your provider for project costs per call and hold him to it. - Productivity: Similarly, the call center should provide data on call volume handled per FTE per week or month.  Productivity targets vary depending on the nature, length, purpose and detail-level of the campaign.  Work with your campaign project manager on setting productivity targets. - Abandoned Calls: An objective measure on inbound call center quality is the percentage of abandoned calls.  Your call center should pick up calls within a pre-agreed time limit. - Service Resolution: This is another measure of inbound call center effectiveness.  Agree with your provider on a target rate for call center resolution on first contact calls.  Target rates vary based on the complexity of the product or service involved.  Set a goal that reflects your program. - Call Agent Availability: This is a measure of the speed with which call center agents resolve phone calls.  You want to balance speed with effectiveness.  Get your telemarketing provider to set an aggressive standard for agent availability.   - Service Response: This is a measure of the time required to answer calls.  Obviously, the faster the better.  Your call center should validate the time it takes for calls to be picked up. And the most important measure of all: - ROI: This is what call centers are all about, right?  Lower your cost of doing business and boost your revenue.  For outbound campaigns, OnBrand24 clients typically realize returns of between 5-1 and 10-1 of realized revenue over telemarketing fees.  For inbound, results vary widely because campaigns vary widely - but I encourage you to press your call center for some level of ROI expectation. That's the gauntlet you should put your prospective call center through.  If it passes, you're already well on your way to a strong, profitable relationship.  

Publish Date: June 9, 2010 6:19 PM

Industry Champion Award Leaderboard

Submit Event

Upcoming Events

15th annual Best Practice Conference - this is the contact center world's most highly rated event - a whopping 100% of delegates say they would recommend it!

100's of best practice tips and ideas from contact center professionals Read More...
 6
 26298 
Share

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =