Career Success Through Following Your Urges
You might think that the business of living life following your urges would be bad for you. That is if you subscribe to the belief that deep down human beings are evil if left to their own devices. Truth is, human beings are basically good. It's the odd man that kills or maims if otherwise we'd have a much higher incidence of killing and maiming around us.What of the man who we read about in the daily newspaper who jumps into the water to save a child or ev

Looking For a Job? Networking May Be the Answer for You
Of the dozen or so ways to find a job, which ones do you think are the most successful?Would you be surprised to learn that the ways most people use to find their jobs are actually the least effective? The reason is because they are relying on the old standards: classified ads, job fairs and mailing resumes to employers. While those methods typically result in 5-7% of job candidates finding work, for the rest of the population, something else is going to be

Personal Attributes and Aptitude Required for Pharmaceutical Sales Reps
Working as a pharmaceutical sales representative is a great career but is not for everyone. I’ve seen individuals succeed and I’ve seen others fail in this environment. Having been a pharma sales representative for many years myself and also having been in the capacity to hire, train as well as manage reps, I know for sure what personal attributes are required to do well in this field. A certain aptitude is necessary for this line of work.Educationiately, must save customers that wished to cancel service and must generate revenue.

There are various viewpoints on call center - operator view point, customer view point and management viewpoint. Customer wishes the problem to be solved. Operators' job is to solve the problem, actually operators' job is to find correct information quickly and provide it with customer in an easy to follow way. What about management? These people always make things working properly. So what is the best thing that call center manager can do? How to manage call center efficiently? The Balanced Scorecard approach is the best answer to these questions.

Balanced Scorecard is nothing, but the concept. It's not a software tool, it is not a database, it is not an ERP system. Think about Balanced Scorecard as a combination of metrics and the rules of metrics management.

The key rule for managing metrics is to put them in proper order. Metrics must represent actual business (calls, operators, expenses and revenues), metrics must be grouped. It's bad idea to create too many metrics and there must be some golden number of metrics suitable for your business. Let's think about call center in terms of Balanced Scorecard and in terms of metrics.

The Balanced Scorecard concept suggests to use four perspectives to describe any business. Let's discuss the most important perspectives and metrics associated with these perspectives.

Financial perspective. The key idea here is "call center must generate reve

an easy to follow way. What about management? These people always make things working properly. So what is the best thing that call center manager can do? How to manage call center efficiently? The Balanced Scorecard approach is the best answer to these questions.

Balanced Scorecard is nothing, but the concept. It's not a software tool, it is not a database, it is not an ERP system. Think about Balanced Scorecard as a combination of metrics and the rules of metrics management.

The key rule for managing metrics is to put them in proper order. Metrics must represent actual business (calls, operators, expenses and revenues), metrics must be grouped. It's bad idea to create too many metrics and there must be some golden number of metrics suitable for your business. Let's think about call center in terms of Balanced Scorecard and in terms of metrics.

The Balanced Scorecard concept suggests to use four perspectives to describe any business. Let's discuss the most important perspectives and metrics associated with these perspectives.

Financial perspective. The key idea here is "call center must generate reve

RP system. Think about Balanced Scorecard as a combination of metrics and the rules of metrics management.

The key rule for managing metrics is to put them in proper order. Metrics must represent actual business (calls, operators, expenses and revenues), metrics must be grouped. It's bad idea to create too many metrics and there must be some golden number of metrics suitable for your business. Let's think about call center in terms of Balanced Scorecard and in terms of metrics.

The Balanced Scorecard concept suggests to use four perspectives to describe any business. Let's discuss the most important perspectives and metrics associated with these perspectives.

Financial perspective. The key idea here is "call center must generate reve

le for your business. Let's think about call center in terms of Balanced Scorecard and in terms of metrics.

The Balanced Scorecard concept suggests to use four perspectives to describe any business. Let's discuss the most important perspectives and metrics associated with these perspectives.

Financial perspective. The key idea here is "call center must generate revenue". It's a good idea to measure revenue per successful call and the cost of call. Financial perspective will give you an idea about conversion rate. Making more and more calls is not a good goal. Good goal is: "Make 20% more calls, keeping conversion rate about 4% and keeping our costs flat".

Balanced Scorecard concept is about measuring. So when you have some metrics, describe the way you will measure them, specify the target values you wish to achieve.

The next perspective is Internal process perspective. How the phone call is handled inside the call center? Do you segment in some way your incoming customers? What is the average call-handling time? Is your call center service available 24 hours a day?

Learning and growth perspective. Coaching is what makes call center working efficiently. Team leader must spend time on coaching, manage must measure and control this time. Team leader must use different coaching methods, such as remote listening, sharing practices with agents, role-playing exercises. It's good idea to measure these activities. Today call center management systems provides efficient technical background for a call center, coaching is what makes all this software systems work.

Finally, don't forget about customer. From customer perspective consider measuring response time quality, customer loose rate and first-call resolution rate. It sounds simple, but these key indicators will help to re-think call center and make it performing better.

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