outbound call center info.

[Ryan K.]

hello

I'm researching the outbound call center (telemarketing) industry for an intersnhip. On the HR end, I'm curious on how to monitor/measure performance, recruitment/selection processes, attrition rate and how to cut down on it. I'm also curious about CRM softwares and quality systems and processes. thank you, I'd appreciate any input.

-Ryan

email: rkawashi@hotmail.com

[sowmyn]

Hi there

I have joined the forum recently and would liketo know about the certifications available for Call Center Activity. Are these certifcations Domain Specific as in Inbound, Outbound, etc., or activity specific as in tech support, collections, sales, marketing, fulfilment etc.,

What does one get certified , is it the actual process or the process maps and presentations. Are there any quality parameters or metrics available.

All of the above processes should be cost effective as well. Pl get back to me.

Advanced thanks

[sowmyn]

Hi there

Ryan for a telemarketing activity the following would be the metrics to monitor / measure performance

Time

Accuracy

Volume

Efficiency

Call evaluation as to greeting , opening of call , prospect handling, information provided / exchanged during the call etc.,


Attrition cut down happens only when you are able to introduce changes and make a constant effort to minimize wastage and motivate employee participation in process improvements.


As far as the recruitment and slection process goes one should look out for fresh grads. with fluency in english / other language needed in the call center.

About CRM softwares and quality systems and processes inputs would make more sense if we are clear about the Domain.


Thanks