Call Center Reengineering

Although call centers vary in size and purpose there is a consistent need to establish goals, measurements, and evaluations. Unchecked, call center performance can have adverse effects in both for-profit and non-profit enterprises. Recognizing these needs, Proximare Health, Inc. has developed the Proximare Measurements Pack.

Call Center Philosophy

Regardless of the technology platform available, maximizing performance in call center performance is achieved by managing the following two factors:

1. Expectations
2. Leadership

The Proximare Measurements Pack is meant to help call center managers effectively lead teams by managing expectations.

Proximare Measurements Pack

The Proximare Measurements Pack includes the following:

Step 1 In-depth call center operations review

Step 2 Consultation to create a customized action plan

Step 3 Management training consisting of:
- Use of customized reports
- Call center strategic analysis
- Setting expectations and goals
- Managing to expectations
- Measuring performance and coaching
- Leading by example

Step 4 Activate goals and measurements using the following reports:
- Agent data
- Call center data
- Weekly staff scheduling tool

Contact us to learn more.

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