Three Common Operating Mistakes in a Catalog Contact Center
... and how to avoid them
By
Bill Spaide
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• staffing to satisfy a specific call abandonment-rate objective; and
• relying on the number of calls per rep hour as a productivity measure.
First, while maintaining low call-abandonment rates is a worthy objective, staffing to meet this objective isn’t as easy as it seems. Contact center managers can control only how fast calls will be answered, not how long callers will wait on hold.
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- Companies:
- Spaide, Kuipers & Co.
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