Call Center Benchmarking: Deciding If Good is Good Enough (Ichor Business Books) - Softcover

Anton, Jon; Gustin, David

Softcover

ISBN 10: 155753215X ISBN 13: 9781557532152

Publisher: Purdue University Press, 2000

Synopsis

Executives are beginning to recognize the potential of the call center as a significant revenue generator, perhaps one of the surest investments they can make in enhancing and creating customer value and bottom-line profits. Return on investments made in customer accessibility is seldom less than 100% in the first year, and frequently even more if customer lifetime value is included in the equation. Herein lies the challenge and the primary reason to benchmark your call center metrics against not only the best-in-the-world, but also your most direct competitors, i.e., best-in-class. This book describes in practical terms the "ins and outs" of benchmarking.

About this title

About the Author

Jon Anton specializes in enhancing customer service strategy through inbound call centers and teleweb centers using the latest telecommunications and computer technology. He has assisted over 400 companies in improving their customer service strategy/delivery by the design and implementation of inbound and outbound call centers. Dr. Anton is the author of 48 papers and 5 books on customer service and call center methods; and in 1996, Call Center Magazine selecting him as an Original Pioneer of the emerging call center industry.

Synopsis

Executives are starting to recognize the potential of the call centre as a significant revenue generator, perhaps one of the surest investments they can make in enhancing and creating customer value and bottom-line profits. This guide describes in practical terms the ins and outs of benchmarking.

Edition details

• Publisher: Purdue University Press
• Publication date: 2000
• Language: English
• ISBN 10: 155753215X
• ISBN 13: 9781557532152
• Binding: Paperback
• Number of pages: 82