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November 08, 2011

Webinar - Taking a Look at Your Own Call Center: Webinar


In a recent webinar sponsored by TelStar, Jim Dunn, CEO of the company, explored some helpful points about what to consider when evaluating your call center’s performance. He noted that, to deliver the best possible customer experience, call center managers work with “people, process, and technology.” There are certain considerations to take in when evaluating how a call center is performing, and how it can benefit from a transition to cloud-based services.




There are several corporate triggers that contribute to the potential less-than-stellar performance of a call center including growth underperformance, client attrition, business integration, new key initiatives, management bandwidth, or key executives leaving that challenge the success of any business. And these are all important concerns to take into consideration when evaluating your business for where it can improve.

Dunn mentioned that call centers need accurate monitoring and reporting tools as part of their means of evaluation. He said that reporting means that agents have to know their goals. Agents should be aware of their targets, for not just numbers but quality.

Dunn noted that when you’re working with outsourcers, you have to be able to collect analytics from various sources. You need a strong technology approach in order to manage all agents properly.

To be successful you have to have buy-in from management on all levels, he stated, and that you have to be objective about identifying the root cause of your call center’s inefficiency. “The organization has to be enthusiastic about implementation,” he remarked. Otherwise, the end result will not be a success. Check out the entire webinar to learn the details of what Dunn discussed!


Juliana Kenny graduated from the University of Connecticut with a double degree in English and French. After managing a small company for two years, she joined TMC (News - Alert) as a Web Editor for TMCnet. Juliana currently focuses on the call center and CRM industries, but she also writes about cloud telephony and network gear including softswitches.

Edited by Tammy Wolf