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Performance Measures For Other Departments!
In the Call Center environment there are no end of performance measures set. But, it’s just as important for you as a manager to issue a few performance requirements of your own to other departments. For example, generally Sales & Marketing are responsible for forecasting. Do you measure the accuracy of their forecasted response volumes? If you don’t, you ought to, as the performance of your call center truly involves a team effort. So next time you're in a meeting discussing future marketing activity, set them a target – such as getting the 3 month forecast in by the 10th working day of the month, or getting within +/- 15% of the monthly forecast. In this way you are more likely to meet and exceed expectation!