Contact Center Performances 

Performance is maintained with a perfect balance between cost control, revenue generation, customer satisfaction, and employee satisfaction.

Contact Center's Efficiency vs Effectiveness

The top three items of defined strategies in most contact centers are:

  • customer satisfaction
  • quality/process improvements
  • technology strategy
  • Efficiency is associated with quantity, while effectiveness with quality. Efficiency can be increased if the right technology is used (like speech-enabled systems, IVR and self-service technologies). Effectiveness is the ability to evaluate performance from the perspective of the customer, but is problematic because the metrics are difficult to capture.

      Efficiency is measured by set metrics like:

    • call handling time
    • speed to answer 
    • call abandonment rates
    • Effectiveness can be assured by following methods:

    • scripting 
    • call monitoring 
    • call recording 
    • customer surveys
    • Customer satisfaction survey methods:

    • IVR
    • written
    • outbound
    • external agencies 

Learn More About: 

The media techniques for lead acquisition

Lead Acquisition Using New Media Techniques

Factors to consider when calculating the contact or call center ROI

Calculating Contact-Call Center ROI - How Do You Measure The Value Of Customer Satisfaction?

How to reduce costs and increase customer satisfaction.

Contact Center Analytics: Driving Greater Efficiency, Higher Revenue, and Increased Customer Satisfaction

Latest News

Stan Billue releases his classic Sales Training Series in MP3 Format

June 09, 2009 by Stan Billue

Although recognized as one of the top Telemarketing Sales Trainers in the World, Stan Billue is the first to admit that he is rather slow on adapting to new technologies. Stan stated; “I was probably one of the last professional Speakers to add a Fax Machine, a Computer and then a Cell Phone. I also drug my feet at converting my Audio Series from Cassettes to CDs a few years ago.”


Contactual Partners with Pipkins to Provide Workforce Management to Contact Center Customers 

June 04, 2009

Joint Marketing Partnership Brings Together Best in Class Workforce Management and Hosted Contact Center Software. 

SAN CARLOS, CA, June 04, 2009 /24-7PressRelease/ -- Contactual (, the global leader in on-demand contact center software that empowers customer facing organizations to end customer frustration, and Pipkins, Inc. ( a leading supplier of workforce management software and services to the call center industry, today announced they have joined in a partnership to cross sell technology. This agreement will provide a direct connection for call center managers looking to combine a trusted workforce management system with hosted contact center software.