Almost every center experiences some performance problems and many incur them on an ongoing basis. The good news is that almost all problem issues can be successfully resolved and many can be corrected quickly.

Here's a simple but reliable guideline. You are experiencing performance problems if you are receiving complaints from your callers regarding the service that you are providing to them. They are the ultimate judge.

Additional indications can be obtained from your operating statistics. For example, if your callers receive busy signals more than 3% of the time, you have a potential problem with “busies”. In addition, if more than 10% of your callers must wait on-hold longer than 30 seconds to speak to a representative, you probably have a hold time problem. Even if your center meets or exceeds both of the above criteria, many phone representatives provide poor quality service after the call is answered.

Will I have to purchase costly equipment to solve my problems?

Having the latest technology is a plus. However, there's good news for those centers that don't have the budget to purchase it. The majority of call center problems can be resolved by implementing effective operating procedures and by successfully managing the center's workforce. That is the focus of our Performance Improvement Package. It explains what to do and how to do it. Even those centers having older equipment can perform more effectively after these measures have been implemented.

Here's more good news. Call centers, even smaller ones, are complex entities because numerous issues interact to determine their overall effectiveness. There are specific management techniques, however, that can produce comparatively quick and significant performance improvements once they are implemented. Our Performance Improvement Package explains these techniques in easy-to-understand language.

I'm new to call center management. To be effective, won't I need lot of technical and statistical skills?

This is a common misconception. In fact, many capable managers and supervisors are not highly trained in either the technical or statistical aspects of running a call center. Someone in your center would need to know the technical aspects of your software and equipment. That individual, however, does not need to be a manager or supervisor. A skilled hourly employee can often perform technical functions quite capably.

The statistical information provided in our Performance Package is easy to understand by anyone having only a basic knowledge of mathematics. It is specifically designed to capture the essential data required. The Package also includes many ready-to-use models and reports. Simply enter your data and the results will appear automatically. (P.S. The information contained in the Package can make you a more valuable employee and provide a boost to your personal career!)

The Thomas Group has over 30 years of Customer Service management experience. Our Performance Improvement Package integrates the knowledge obtained from this background into a comprehensive format designed to produce significant improvements in your call center's performance. It covers more issues than most seminars and at a fraction of the cost of most on-site consultants.

It is designed for call centers of all sizes, both inbound and outbound. Larger centers can benefit because much of the Thomas Group's background includes experience with Fortune 500 companies. It can also be ideal for a small center as it provides a large amount of information at a very affordable price.