On a scale of 1-10, with 10 being the best, how would you rate your call center's Financial Performance?
Would you rank Financial Performance as one of the top 3 areas needing improvement in your call center?
Which of the following metrics do you use to measure your center’s cost efficiency?
What options have you implemented in order to reduce cost?
Has the cost of operating your contact center increased more than 5% in any of last 2 years?
Are you currently outsourcing, or would you consider outsourcing to reduce cost and/or improve performance?
Is your contact center operated as a profit center rather than a cost center?
Is your fully-loaded cost per agent, per hour less than $20.00/hour?
Based on your score you could improve on the financial performance aspect of your call center. We’d love to have a conversation around specific ways you could improve.
Based on your score the financial performance aspect of your call center is performing above industry standards. Try some of our other quizzes to see if there are any other aspects you need to improve on.