Tours

[Dan Reynolds]

I am 1 of 3 call center managers responsible for 2 call centers in Southern Minnesota. We employee over 250 agents between the 2 locations. I have been in my position just over a year and am very interested on seeing other Call Centers to share idea's and knowledge. We conduct inbound and outbound calls with sales and lead generation our primary focus. One of my groups is appoinment or lead generation as wells as surveys and database clean up. I am finding it very hard to find any benchmarking numbers for a Business to Business group similar to mine. Any feedback is greatly appreciated. I have tried Purdue and they have limited benchmarking for my area.

[gkern]

You can take a look at our centers if you like. They are in Columbus, OH (2), Brownsville, PA, and Ft. Myers, FL., about 1500 total agents. A lot of the information that you would see during a visit is also available with web access (reporting, quality, call logging, ACD stats, etc.). That might be a good place to start because I think that it cover a lot of what you are describing.

Give me a call if you want to set it up. We actually do this all the time because there are some things we do operationally within our centers that are a little different and they have been very successful and we have been pretty open about sharing the information.

Greg Kern
CallTech Communications
512-261-0409