Many executives and suppliers take a one-size-fits-all approach to direct response, based on the basic assumption that a large shared pool can best absorb a large amount of fluctuation and unpredictability. As a result, direct sales calls are very often routed to mass, multi-client homogenous queues that can handle high volume.
The problem with this [...]
Posts Tagged ‘call center volume’
Managing direct response call queues: balancing volume with sales acquisition
Three approaches to developing the best offshore matrix for your company
Are you thinking about sending some of your call center work offshore, but aren’t sure where to start?
In addition to deciding where to send your calls (see my December 11 post for some thoughts about this), you have to decide which calls to send offshore. To do that, you need to create offshore contact-type matrix.
There [...]
