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Call centers provide vital customer service, and hence it is important to be able to monitor their performance. In this article the use of key performance indicators to do this management is discussed.

Call centers are customer service centers that receive and transmit multiple requests by telephone (and also usually by email and other online channels). These were originally introduced as extensions of telecommunications services especially for large companies with customer support needs. They provide an effective, streamlined way of providing consumers with customer and/or technical support. Many companies, including telemarketing companies, mail-order companies, and even computer dealers use call centers to provide customer support.

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We all think that incoming calls and “leads” should be easier because they’re not cold calls, right?

Well, when you think about it, why aren’t they? Most of the time the other person is just looking for something and isn’t ready to make a decision yet. But we get so excited that we begin to “sell” anyway because it seems so much easier.

The Illusion of Interest

You get excited because you believe they’re ready to buy your product or service. After all, if they called you, they probably want to be sold. You think you’re going to make an easy sale. But then it doesn’t happen, and you don’t understand why.

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