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Why is it important to have an excellent customer support service?
A call center plays an important rule in the work of any company that sells products or services. It is but the work of a call center or a customer support service that real and potential customers...
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Sales call center and customer support service metrics
Optimizing an evaluation of the call center performance may be daunting task. We have already forgotten the times when customer support centers consisted of several technical specialists who try to...
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Importance of customer satisfaction in the work of a call center
As known, balanced scorecard works in four perspectives: financial, customer, internal processes, learning and growth. Each perspective covers particular issues related to functioning of company, its...
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Number of handled calls vs. number of problems solved
Implementation of balanced scorecard seems like an easy process. Indeed, all you have to do is to choose the right indicators in the four categories: financial, customer, internal processes, of...
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Poor call center performance leads to loss of customers
It is important for every company to employed and retain professional personnel. Indeed, human resources play the most important role and become the most critical success factor in any business area....
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Reasons to implement BSC in a call center
Call centers are specific business units in the companies. At the same time, some companies prefer to outsource and use services of external call centers. Both options are equally good as long as call...
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How to create an effective call center BSC?
Many top managers face with a common problem when implementing BSC in their companies and departments, including call centers and helpdesks. Balanced Scorecard looks OK when it is just a theory....
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Top reasons of measuring helpdesk performance
Performance of the company call center is directly related to profitability of business, especially if the company sells products or services. The point is that most customers evaluate efficiency of...
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What are the key success factors in implementation of a call center BSC
Contact or a call center is a very important business unit in every company since in most cases its main responsibility is to keep customer satisfaction level very high. That is why very often sales...
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Tips and tricks of a call center BSC
Lots of managers face pretty much typical problem when trying to implement BSC or at least make the first step in BSC implementation. By the way, these initial mistakes are the most common...
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