talking bout sales analysis in a call centre, one would typically look broadly at the following key domains
1) whether the cc is inbound or outbound
2) cost of infrastructure
3) No of agents
4) Whether it is a voice only or a multimedia contact center.
5) The ROI will have to be calculated then from the no of campaigns the cc is handling, type of campaigns,etc
I work for a company which is into technical set up of these call centers. Do let me know what exactly are u looking for.
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