Author Login | Popular Articles | RSS Feeds | Sitemap

Home | Uncategorized


Performance of Call Centers

By: James Stinson

Call centers in the Philippines are always on the go in ensuring that they deliver excellent performance. This has led to the tremendous growth of the call center industry in the Philippines. In fact, the Philippines is now considered as the destination of choice of offshore call centers all over the world. This is not only because of the cheaper labor costs but also because of the excellent English and ICT skills of the labor force of the Philippines.

Filipino call center agents possess strong potentials in delivering excellent customer service. Such potentials, however, need to be augmented by training and by effective monitoring of the performance of individual call center agents, as well as that of the whole call center. To enable call center managements in the Philippines to do this, several factors have been identified for monitoring.

One of such factors is the time spent by a caller on the queue. If the number of callers at any given time is greater than the number of call center agents, then there will be a queue. If a caller spends a long time in the queue, there is a big chance that he will drop the call and be irate the next time he calls. The number of calls dropped while on the queue also contributes negatively to the level of service of the call center. The service level percentage (SL%) refers to the percentage of calls at any given time such as a day, week, or month.

Call center agents are also monitored for the time they spend in addressing the customers concern. This is usually called the average handling time (AHT), which includes the length of time spent in talking with the client (average talk time or ATT), the time spent for wrap-up such as sending requests for back-office support and the time that the customer was put on hold.

To effectively monitor the workload that an agent can handle, the number of calls per hour is also monitored. There are also times that the call center agent is not answering calls. This is when he is doing some After Call Work (ACW) encoding comments and sending requests or when he is on a restroom break. First Call Resolution is the aim of call centers for most calls that they receive. If this were done, then it means that customers become more satisfied with the service that they receive.

The metrics mentioned above are regularly monitored by call center management since they provide an indication of the level of service being given by the call center. In addition, the quality of the calls is also ensured through the Quality Assurance (QA) Team. Call center agents are supposed to display good attitude at work according to prescribed company code of conduct. In some instances, there are also spiels that agents have to follow. If they deviate from the prescribed conduct or if they intentionally say anything that insults or abuses a customer on the phone, then the quality of their call will be assessed negatively. The aim of Philippine call centers is excellent performance and happy customers.

Article Source: http://www.articlesnatch.com

About the Author:
James Stinson is Owner and Founder of Global Sky Inc. He employs a team of 50 in a high quality call center facility based in the Philippines. For more info on outsourcing your project visit: http://www.global-sky.com

| Print | Ezine Ready | |

Recent UnCategorized Articles

  • Dryer Vent Cleaning is Important Maintenance By: Dayne Benson - The smoky smell is easy to explain. You probably had a small lint fire inside the cabinet of your dryer. If this is the case, you’re very lucky it was a small fire. This is a rare occurrence; most people who experience a fire caused by lint build-up will have more than just a small fire. Even though the lint filter catches most of the lint, some escapes to the dryer ducts that lead to the vent outside.
  • Dryer Vent Cleaning is Key to Preventing Dryer Fires By: Dayne Benson - Other causes of dryer fires include storing combustible material near the dryer, mechanical and electrical problems and the use of vinyl, plastic or flexible foil for dryer vents. This used to be acceptable; however, UL safety standards have changed. Dryer vents should be made of rigid or semi-rigid metal.
  • Driving Free Targeted Traffic Can Be Quick, Easy and Affordable to Learn By: Mike Lawson - It's usually not rocket science that puts us over top in our businesses. In most cases, it's the simple little everyday things like a good product, excellent customer service and determination that win out at the end of the day. I take issue with the school of thought that teaches, "outsource everything, all the time." While I agree that outsourcing is a great and necessary tool for business people to use, it has its time and place.
  • 5 Reasons You Should Add Single Property Websites to Your Real Estate Marketing By: Michael LaPeter - As a real estate agent, it's safe bet that you're both short on time and working with a stretched budget. On top of this, you need to use your limited budget to find new prospective buyer and seller clients, win listing presentations, and last but not least, market your listings. Single property websites are one way to achieve all three goals, at a budget friendly cost of about $10-20 per listing.
  • Online Advertising Techniques You Should Know By: James Copper - Online advertising is the latest and the newest form of advertising. Online advertising helps you reach a larger customer base as in today's world almost everybody uses internet and surfs different sites for gathering information, downloading, chatting, etc. Online advertising is costlier as compared to news paper advertising but is cheaper than the usual TV commercials or radio advertisements. Online advertising is moderately priced and is very beneficial as it is performance driven and one needs to pay only if the desired performance is achieved by the publisher.
  • The Luxury Lexus Is In A Class Of Its Own By: Tom Jones - This year their latest model, IS 220d SE became available on the UK market in March. This latest model of luxury sports saloon has seen some very ingenious ways to make this car more ecco-friendly. It now sits within the 20% BK tax bracket along with a reduction to C band rating VED, Vehicle Excise Duty. Furthermore the fuel consumption has been reduced to provide a more fuel efficiency.
  • Short Sale Specialist Who They Are What They Do By: Lance Thorington - If you've ever heard the term short sale specialist you're probably wondering who they are and what they do. First off let's take a look at what the short sale is. A short sale occurs in real estate when the amounts of the loans on the property are larger then the amount gained from the sale. The owner of the home has to agree to this though. After the owner has consented, and if he is qualified a short sale can commence.
  • Short Sales Realtor -- Choosing The Right Real Estate Agent In A Short Sale By: Lance Thorington - When your financial situation has changed, in that you're earning less money and you are having difficulty making your payments, including your mortgage payment, perhaps one of your options can be a short sale. This is when your banker agrees to accept a loss on the balance due on your mortgage. A short sales realtor is required in such a sale and more importantly, choosing the right real estate agent in a short sale.
  • Economic Changes Reduce Fitness By: Kristy Mills - During difficult economic times, many people who use to work out regularly are unable to workout regularly and are becoming less fit. This causes weight gain among people in addition to reduced fitness. There are a number reasons this is occurring. • Memberships to gyms and fitness centers are no longer affordable. For those who can still afford it, they may not be able to afford the childcare. • Home workout equipment is being sold for added income.
  • Benefits of buying modern kids furniture By: Ruthaford Mcdoogen - When it comes to selecting childrens furniture, parents are advised to choose only that kind of furniture which is durable and safe in nature. The uniqueness of all the kids furniture lies in the fact that they can be easily cleaned. Not to forget, the design of the kids furniture is what makes them a must buy furnishing for the room of your kid. If you are also looking for comfortable yet stylish furniture for your kid’s room, modern kids furniture would serve your each purpose.

Still can't find what you are looking for? Search for it!

Custom Search

Submit Your link to the Open Link Directory Project

Copyright 2005-2008 MJE Sales, LLC. All Rights Reserved.
Proud member of the ArticleCkr Search Network Search Network!
ArticleSnatch.com is free for both publishers and authors to use and is supported entirely from advertising revenue.
Use of our service is protected by our Privacy Policy and Terms of Service.