Timeshare Vacations - Coursework Example

Call Center Evaluation Call Center Evaluation Call centers provide a centralized place where s and other phone calls are handled. There is a need to monitor the profits and productivity of call center periodically. This will guarantee the company’s success and to achieve it there is a need to put in place control measures that evaluates both the employees and the entire call center (Badin, 1998). Several control measures can be used to determine how efficient and effective an employee is. The first one is phone etiquette.

It involves assessment of some factors such as the way customers are greeted, and how the agent speaks to a caller (Badin, 1998). Other control measures are Knowledge and professionalism of the agent. The agent’s knowledge about timeshare vacation services and products is assessed as it is expressed to a customer during a call. Lastly, adherence to procedures measure which involves evaluating how well the agent adheres to companys set procedures when handling a call. According to Badin (1998), the entire call center also needs to be evaluated.

The control measures that can be applied in its evaluation include evaluating the call answering time. This involves determining the duration from when a particular call is received up to when it is answered by the agent. The second one is the transfer time that involves evaluating the time taken by an agent to shift a call to another person for it to be completed. Hold time is another evaluation measure. The maximum time callers are kept on hold when looking up for something or consulting to get the answer to the callers issue is determined.

Another control measure is the abandon rate (Badin, 1998). It involves counting the number of customers who disconnect or get disconnected before being forwarded to an agent who deals with their calls. Other control measures include call handle time and idle time (Badin, 1998). Evaluation is an important aspect when it comes to assessing the overall performance of the call center. Managers can be able to forecast the success of their operations. This can only be made possible through the application of proper control measures either individually or electronically.

ReferencesBadin, M. (1998). Maximizing Call Center Performance. Florida: CRC Press.