Performance Measurement and Management Essay Example | Topics and Well Written Essays - 2250 words

Performance Measurement and Management - Essay Example Then for the last fifteen to twenty years the demands of call centers have tremendously increased. A call center is an operation where employees or agents use computers and specially designed phones to receive calls, do outbound calls on some occasions. These calls then are operated by automatic call distribution (inbound) or predictive dialing system (outbound). The computers that the agents used are specially develop to verify customer data, gather information, and store gathered data (Taylor and Bain 1999). The call center industry provides various types of services and products. There are call centers that handle medical accounts like prescription handling and order taking; some provide service for bank companies like credit and loans, some provide service for reservations in a hotel or air flight, some centers do provide technical support like those who handle internet connectivity and computer troubleshooting. The call center management uses several tools; one of these tools is the automatic call distribution system. This system provides the company various information essential to keep the business running. The system automatically place callers on queue while the agents are busy assisting other customers. The ACD system also presents wide array of statistics necessary for the operation of a call center. The ACD system provides statistics like how many possible calls are to come in for a specific time (this statistic helps the managers control the number of agents that needs to be on the phone on a particular time), the system also presents the number of agents on call and the number of agents waiting for calls to come in. The system provides the ideal length of call time per customer versus the length of waiting or avail time of agents. The system at the end of the shift will display the number of calls the entire account has answered, dropped,