Call center executives and managers face a number of challenges as they strive to accelerate performance
Charlotte, NC (PRWEB) June 15, 2006
The premier management consulting firm, Omega Performance, announced today the debut of its Call Center Health Check, a complimentary diagnostic tool that helps call center managers determine their center’s level of performance. Developed by Omega Performance’s call center experts—who have decades of experience researching and defining best practices worldwide—the Health Check is comprised of 15 questions that probe into critical call center performance indicators including agent turnover rate, employee training and development, customer satisfaction, call monitoring, and quality assurance.
Based upon the answers provided, a numerical score is tabulated and a best practice ranking of Early, Emerging, Advanced, or World-Class is made instantly available. Omega’s Call Center Continuum, a best practices implementation tool, is only a click away for call center leaders wanting to learn more about their center’s current performance and how they can advance to the next level of performance. Access the Health Check at http://www.omega-performance.com/healthcheck/.
“Call center executives and managers face a number of challenges as they strive to accelerate performance,” said Anne Ivey, Omega Performance’s senior vice president and contact center practice director. “Knowing how their center compares to others will help them to hone in on the things they are doing well and identify those that need improvement to reach world-class status. Our Call Center Health Check quickly gives them an accurate assessment of where their center is today and our Call Center Continuum outlines what steps they need to take to improve business results going forward.”
About Omega Performance (http://www.omega-performance.com)
Since 1976, the management consulting firm, Omega Performance, has enabled more than 2,500 firms worldwide to drive and sustain improved business performance. Omega empowers results-driven leaders with assessment, consulting, training, and coaching programs that are practical, effective, and proven. The company’s call center solutions enable staff to strengthen customer relationships and loyalty, increase market share and share of wallet, and generate greater sales and service results. Omega Performance is headquartered in Charlotte, N.C., with major offices in Auckland, London, Melbourne, Sydney, Singapore, and Toronto.
inquiry @ omega-performance.com