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Executives are beginning to recognize the potential of the call center as a significant revenue generator, perhaps one of the surest investments they can make in enhancing and creating customer value and bottom-line profits. Return on investments made in customer accessibility is seldom less than 100% in the first year, and frequently even more if customer lifetime value is included in the equation. Herein lies the challenge and the primary reason to benchmark your call center metrics against not only the best-in-the-world, but also your most direct competitors, i.e., best-in-class.
Purdue University Press
West Lafayette, IN
Call Centers, Management, Benchmarking
Advertising and Promotion Management | Management Information Systems | Management Sciences and Quantitative Methods
Anton, Jon and Gustin, David, "Call Center Benchmarking: How Good Is" (2000). Purdue University Press e-books. Book 1.