Your Contact Center’s Annual Report
Posted by Ted Hopton on January 31, 2008
I’m happy to link to my friend (and popular speaker at ICMI conferences), Bob Furniss‘s article that’s pertinent to an earlier post of mine, related to an ongoing discussion thread (“Value Proposition“) in ICMI’s QueueTips Forums: “What Does Your Contact Center Annual Report Look Like?“
An annual report is more than just a report on a set of metrics or measurements. In the call center we often get wrapped up in reporting only the metrics “that the executive asked for.” Organizations report call volume, service level and abandon rate, but the focus is usually on the need to meet a certain objective. But pick up your company’s annual report and you will see that it is more than just a report – it is also a marketing tool for the company. Most annual reports have five key elements:
• Who we are
• What we do
• How we did
• What we have planned for the future
• Why we are the best in the business.
Need to explain your call center’s value proposition? Check out Bob’s article for good ideas to get you started.
call center management
