Quality Progress - American Society for Quality

- Call Centers - Inbound
- Queue management (time, etc.)
- Staffing and skill measures
- Multi-product sales
- Segmenting calls
- Document imaging (quantity/cost)
- Customer satisfaction
- Toll lines used
- Expected service level measures
- One-stop service
- Call reduction
- Call back rates
- Technologies Used to Support Call Center Operations
- Cell Center Performance Measures
- Key metrics
- Time to answer
- Abandon rate
- Length of tree - loss rates
- Time tolerances
- % of work off-line/time off-line
To receive detailed information on the content and focus of the study contact the ICCBC
Director via phone at 281-440-5044, or via e-mail at info@iccbc.org." I submit this
info "as is" - I have no idea if the study was performed or completed - you investigate and
determine if they have info to help you get the answers you seek.
-Wes Bucey
16698 A Model for Customer Service
Greg Bloemke
Aug-07-03
I enjoyed this article and am wondering where one might go to learn about how success
has been achieved in an incoming only Customer Call Center. Where might I go to read
about successful award winning call centers? Is there such a place to learn about their
methods and proceedures and how they set up their successful center? Again, this is for
an inbound customer service center, not an outbound telemarketing call center.
16688 What I Learned on My Business Trip (QP 08/03)
Gary Mach
Aug-06-03
Author William C. Parr accurately details some of the customer service frustrations many
of us see almost everytime we travel or enter a retail establishment. While I commend his
decision to write about it, I think hw should also send copies of the article to both the