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Essay / Research Paper Abstract
4 pages in length. The writer briefly discusses travel reservation and 911 emergency call center key performance indicators. Bibliography lists 4 sources.
Page Count:
4 pages (~225 words per page)
File: LM1_TLCCallCntr.rtf
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Unformatted sample text from the term paper:
industry, it stands to reason why call centers place tremendous importance upon performance; if the caller requesting information is not transformed into a sales statistic or an existing customer is
allowed to slip away once a membership or subscription has lapsed (Outsourcing Law, 2005), travel reservationists are failing to go beyond the myopic scope of merely making airplane arrangements to
achieve the broader opportunities. Therefore, the six key performance indicators for this particular type of call center in order of importance include (but are not limited to): 1.
Personality/Attitude 2. Number of calls 3. Personal information collected for marketing 4. Reservations made 5. Re-enlistments of expired or nearly expired subscriptions 6. Recruiting new members
While all six of these key performance indicators work synergistically to produce a first-rate travel reservationist, the three most important that reflect the fundamental basis upon
which travel sales are based include personality/attitude, collecting personal information for marketing purposes and the number of calls overall. Because todays travel marketplace is overcrowded with Internet and brick/mortar options,
consumers have an unlimited number of outlets when it comes to making travel reservations; if they come upon a reservationist with a sour attitude, recourse is immediate by simply hanging
up and calling another company. Call centers cannot afford to lose potential clients within the first fifteen seconds of the call, particularly when it has nothing to do with
the offered product but rather the uncaring attitude of an employee. If the caller cannot get past the reservationists unprofessional attitude, he certainly cannot purchase any travel options, which
presents a lose/lose situation for all concerned. Every call may not produce a sale, however, ones odds are improved upon when the number of calls increases. This is not
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