Call Center Mission

[WVSmith]

Hello all, new to the forum- and new to call centers.

I've just accepted a position as an agent with a brand new center for a financial institution. The center was developed based off of mostly anecdotal evidence that customer service representatives could not handle the combination of face to face and telephone transactions. While my job is only to accept calls and work with customers, I would prefer to go further and find a way to define the mission of the center so that we can find a way to analyze our performance (and the costs we save the institution) quantitatively.

As mentioned before, I'm new to call centers, and new to the for-profit business world in general. My experience is in the social services, specifically in grant management and program evaluation- but I know that many principles of evaluation don't translate well from the third sector to the "real world."

I suppose that I'm asking for recommended reading on the various functions of inbound call centers, and methods for evaluating the performance in regards to those functions. I know that evaluation will be tied intimately to the specific mission of the individual call center, but I'm sure that there are some general principles to follow.

Thanks in advance to anyone who has the time to offer me some help.

[Bay Bridge Brian]

Hello,

I saw your post and wanted to help you in your mission to learn about the call center industry and ways to improve the call center performance. There are many ways these different types of performance can be measured. If you would like to discuss some of these solutions, please don't hesitate to drop me a line at bjs@baybridgetech.com.

Brian