“Is our call center functioning optimally? Are we getting the best output of sales, support or customer service for our ongoing investment? Are we meeting requisite service levels for response time, resolution and escalation, at the appropriate cost?”
Successful call centers have well-defined metrics, both input and output, response times, resolution, and escalation. Management regularly measure their call center operations on these metrics for any time period, and constantly utilize the right mix of people, processes and technology to achieve optimal efficiency.
ATOMIC is expert at analyzing call centers of all types. As a result of our analyses and implementation, call center managers will have well-defined metrics, effective and efficient operators, and the technology to support the call-flow. Clients regularly see direct efficiency gains in the 10-30% range, in addition to customer satisfaction improvements, leading to increased sales and retention.