A few good measures Part of defining sales success is coming up with a concise way to measure it. But production has long been the most important success criteria in the call center. Because of this enormous pressure to hit productivity targets, call centers track just about every number. And therein lies the problem. A commitment to sales recalibrates the traditional measures of a call center.
Production is still critically important, but now it shares the spotlight with sales and quality.
What' s more, this recalibration demands a few focused measures so that managers can track call center success without drowning in a sea of numbers. By thinking along these lines, a manageable set of good measures literally suggests itself. Most firms see an average 25 percent increase in product inquiries from customers-some have realized inquiry gains of 60 percent, resulting in an increase in revenues. Phone reps walk the high wire during every customer call. On the one side, current measures mandate speed and productivity.