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Case Studies show that daily use of MaraStar’s
animated communication ToonUps can cause
perpetual smiles and widespread happiness in call
center employees!
Wayne, PA, September 15, 2006 –Integrated QSG, a
national Training and Marketing company, has been a
MaraStar client since 2004, and incorporates
MaraStar’s on-line ToonUp Packages as part of their
national client training process. Integrated QSG’s
management describes MaraStar ToonUps as part of
daily life at their organization, and truly “addictive”.
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Indianapolis, Indiana - Most government contact
centers understand the importance of monitoring the
performance of their customer service specialists and
the importance of retaining an experienced workforce
that provides world class “customer” service.
However, most monitoring programs are focused not
on the customer but on process and technology.
When quality and supervisory staff actually have the
time to monitor the customer service specialist,
(regardless of the plan in reality it is perhaps one or
twice a month) it is focused on adherence to the
technical aspects of the interaction with little or no
attention given to the issues that make the biggest
impact on the organization’s callers.
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How do I calculate my call center's cost per call?
There are different ways to determine your call
center's cost per call. The main formula that is
currently being used is to divide your total cost by
the number of calls that you have attended to for a
certain period of time.
The main purpose behind calculating your cost per
call is to know if you are getting more or less
efficient in the way you are handling your customers.
* What are key performance measurements in a call center? |
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CallCenterCafe.com
email:
staff@callcentercafe.com
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