EXECUTIVE SUMMARY
Call Center Expenditure..............6
Call Center Metrics..............11

CHAPTER 1: CALL CENTER STRATEGY AND MEASUREMENT
Profit Strategies..............13

Transform Cost Centers into Profit Centers
Customer-Centric Strategy..............14
Why Customers Leave..............15
Call Center Spending..............18
Up- and Cross-Selling..............20

Outsource Call Center Activities
India’s Turnover..............24
Quality vs. Cost..............25

Call Center Performance Measurement
Cost Per Rep..............31
Meeting Goals..............32
Keeping Stakeholders Happy..............33
Performance Objectives..............34
Call Failures..............36
Achieving Customer Satisfaction Goals..............38
Inbound Metrics..............40
Outbound Metrics..............41
Reactive Performance Indicators..............42

CHAPTER 2: CALL CENTER PROCESSES
Call Center Process..............44

Call Response
Inbound vs. Outbound..............45
One-Call Resolution and Call Center Culture..............47
Outsourcing Overflow Calls..............49
Customer Retention Rates..............51
Improving Call Centers..............52
Account Access Preferences..............54

Call Center Technology
Web-Based Integration..............57
Call Distribution..............59
Data Warehouses..............60
IP-Enabled Call Centers..............60
Synchronized Voice/Screen Playback..............62

CHAPTER 3: CALL CENTER HUMAN RESOURCES
The Call Center HR Impact..............69
Call Center HR Costs..............69

New Agent Hiring and Staffing
Call Center Workforce..............70
Cost of Bringing on a New Agent..............71
MetLife’s Hiring Process..............72
Test Scores Predict Rep Turnover..............74
Hiring Assessment Tests..............75
A Battery of Screening Tests..............76

Call Center Agent Training
Length of New Agent Training..............79
Call Center Rep Certifications..............82
Agent Training Categories..............83
Training Spending..............84
New Agent and Refresher Training Spending..............87

Agent Retention: Career Path Development, Compensation and Incentives
Citibank’s Agent Career Path..............91
Sales Agent Salaries..............94
Service Agent Salaries..............94
Hourly Wages..............95
Top 10 Motivational Factors..............98