Call and Contact Centres – how to measure success

As a call centre manager or supervisor, how do you know if you’re having a good day? A range of metrics can be used to measure the activity in a call centre or customer service department but which will work for you? In an article on the Call Centre Management Association website, a survey of contact centre professionals looked at the most popular areas measured and monitored. It found that ‘a growing number are based on quality or outcomes, rather than just on pure efficiency.’ The article lists the top ten metrics mentioned in the survey. Unsurprisingly ‘quality scores’ came out top. How the customer judged their conversation and experience with the call centre contact is seen as vital. Other metrics included first call resolution, average handling time and forecast accuracy – some easier to track than others. For the full list of metrics read the article at http://www.ccma.org.uk/news/call-centre-metrics-article

Finding the brightest sales prospects

How do you identify a good prospect or a successful business? Whether you are a sales manager mapping your area or planning your next career move, it helps to know who is out there and doing well. The Telegraph’s new interactive map offers 1000 names dubbed as ‘Britain's brightest businesses’ which are said to have ‘weathered the economic storm’ and are excellent prospects to grow and generate jobs. But this isn’t just the opinion of the Telegraph. The list was complied from a number of sources including NESTA, the innovation agency and nominations from organisations such as the Royal Academy of Engineering and the Chartered Insurance Institute. Nominations from readers were also taken into account. Local companies on the map include Dynmark International (mobile marketing) in Cheltenham and the Severn Glocon group (process valves) in Gloucester. Take a different look at the business profile of your area and see the map at http://www.telegraph.co.uk/finance/yourbusiness/8757818/Telegraph-1000-Britains-brightest-businesses-mapped.html#dsq-comments