Beyond Call Center Metrics
In order to sustain client relationships, call centers need to think beyond call center metrics. They must strive to understand their clients’ exact needs. Besides inquiring about call volume and hours of operation, centers should ask questions such as:
* What are your outsourcing objectives?
* Do you have any sales targets/goals for us?
* Who are your competitors?
* What are your current sales/support targets?
* What can we do to create the best ROI?
