Labor is the single biggest expense facing any contact center — which is why getting the right number of agents in place to answer incoming calls, place outbound calls, respond to emails, and handle Web contacts is critical to contact center success and profitability.
A survey recently conducted by The Call Center School shows that more than 80% of supervisors and team managers in call centers today were moved into that position from frontline agent. While this promotion from within ensures that supervisors understand the call-handling process, care should be taken that the right agents are placed into supervisory positions.
The long-term success of any organization, and particularly a service organization such as a call center, depends upon continuous improvement. Most call centers have numerous measures of individual, team, and overall call center performance.