Best practices for world-class call centers.
Quality, not quantity, counts more in performance measures for best-practice call centers. Spend money on effective upfront training to save later through increased employee and customer loyalty. Give structured feedback and strong internal support to call-center representatives.
D019985:Benchmarking; D054598:Blue Cross Blue Shield Insurance Plans / Q000458:organization & administration; D003132:Commerce / Q000458:organization & administration; D003258:Consumer Behavior; D007253:Information Centers / Q000592:standards*; D010559:Personnel Management; D019984:Quality Indicators, Health Care; D013685:Telecommunications / Q000592:standards; D014481:United States