Get Your Comp and Metrics Aligned to Create Meaningful Change

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Source: Alexander Communications Group

Date: January 2008

Type: White Paper

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Overview: Performance metrics for the customer service center as a whole must also be associated with the new way of doing things. For a sales-oriented or hybrid call center, particularly one that is making outbound calls, profitability is the key factor, and metrics might include such things as outbound contacts per hour, average time spent per contact, average revenue per contact, number of call attempts, sales lead accuracy rate, and others.

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