Files
Download Full Text (1003 KB)
Page Count
96
Language
English
Description
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.
ISBN
9781557532152
Publication Date
Summer 6-1-2000
Publisher
Purdue University Press
City
West Lafayette, IN
Keywords
Call Centers, Management, Benchmarking
Disciplines
Advertising and Promotion Management | Management Information Systems | Management Sciences and Quantitative Methods
Recommended Citation
Anton, Jon and Gustin, David, "Call Center Benchmarking: How Good Is" (2000). Purdue University Press Books. 1.
https://docs.lib.purdue.edu/purduepress_ebooks/1
Included in
Advertising and Promotion Management Commons, Management Information Systems Commons, Management Sciences and Quantitative Methods Commons