is that if one has reps waiting for inbound calls, the reps could use that time to make outbound calls and be more productive. Or looking at it the other way, if reps are making... outbound calls and there's a burst of inbound calls, management could have them take the inbound calls to reduce wait times and abandoned calls. The result should be greater... enhancing or call blending to help assess feasibility! What is the purpose of your inbound calls? Of your outbound calls? Are they similar? What is the style and tone of the calls...

Inbound Metrics Home Why Lieber & Associates Services Knowledge Base Contact Us Clients Consultants & Analysts Innovations Strategic Alliances Ethics Charitable Projects Press... Free Pointers White Papers Inbound Metrics* The adage, if you cant measure it, you cant manage it is mercilessly true in call centers. The following are key metrics typically used... for inbound call centers. Obtain this information regularly and then thoughtfully use it each hour, day, week and month to keep your operation running at a high level...

to ask yourself as you evaluate vendors and their capabilities. Similar Work. Have they done similar work? If your program is inbound and they primarily do outbound, tread... require inbound call handling. Do the reps sound like the types of reps you want placing or handling your calls? Knowledgeable Supervisors and Account Service Staff. These... for a quote on the cost to develop them. For inbound, make sure to ask for wait time and abandoned call reports for your program. For outbound, make sure to get reports...

of phone call: inbound, outbound, information,lead-qualification, appointment setting, sales, etc. Type of "sell": technical, price, delivery date. Type of service: help desk.... Contact Software. Web chat capabilities. E-mail capabilities - basic or advanced? Web page pushing capabilities. Outbound list selection. Inbound call volume and staffing needs... Center Metrics for Inbound Calls Metrics for Outbound Calls Monitor Calls to Improve Sales & Service Outsourcer RFP Outsourcer Selection Outsourcer Training Sales Calls Scripts Sales...

Selected Articles Free Pointers White Papers Training Outsourcers' Staff* Your outsourcer program-whether inbound or outbound-will be more effectively implemented if you personally... Regulations In House Contact/Call Center Metrics for Inbound Calls Metrics for Outbound Calls Monitor Calls to Improve Sales & Service Outsourcer RFP Outsourcer Selection...