In my last post, I looked at why start-up call center operations need to make documentation a high priority. Proper documentation allows you to standardize and streamline all your business processes – even those that seem obvious.
Once you have procedures in place, then you need to regularly review and update your processes. Good documentation [...]
Posts Tagged ‘call center reporting’
Call center procedures: Establish. Review. Update. Repeat.
Multi-vendor data disparities can lead to murky management
Businesses that use more than one call center or vendor quickly face a problem with consistency in the data and reports they receive. Every vendor and system calculates and reports performance in a slightly different way. These disparities make it virtually impossible to accurately gauge performance and make informed decisions.
Over time, even minor differences [...]
