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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