call center management

call center (help desk) Management Control System

Call centers will remain strategically important to business, and the call center market will continue to grow... because they can have a demonstrable positive impact on the bottom line... Call centers are where corporations talk directly to their customers, discovering their requirements, persuading them to do business, and ensuring their demands are satisfied. Call centers also have a crucial advantage over self-service media - they allow corporations to be proactive in ways that would be rejected or ignored if self-service media were used."
David Bradshaw
Ovum, Inc.

Call center management has the responsibility of controlling productivity and process in order to offer effective customer service at a profit-supporting cost. Incoming call center management has the additional challenges of

the antithetical relationship between incoming call center productivity and customer service and
the extremely short- interval demands generated by the statistical vagaries of queuing and the natural eccentricities of human nature.

To address these demands, call center management must use short-interval measurement to schedule for the norm and short-interval management to control the exceptions.

The following is a generic work plan and schedule for a call center or help desk project.

call center management
project management
activity management