The Executive Guide to Call Center Metrics [Paperback]

James C. Abbott (Author)

Book Description

Publication Date: April 15, 2004

As the cost of doing business increases, call centers and help desks are frequently moving overseas. How can your center remain competitive? Is pooling the best way to slash your wait times? James Abbott concisely answers these questions as he leads you through the world of process-centered customer service. Strategic and tactical terms, how to choose metrics to measure, and the miracle of Queuing Science are covered thoroughly, using easy-to-grasp anecdotes to explain the key technical topics.

Editorial Reviews

Review

Abbott’s scientific methods are a revelation. His grocery store express lane model is perfect for introducing queuing theory. -- Dwight Brown, CEO Cobb Energy

The Executive Guide offers innovative solutions by identifying the key monitoring metrics to measure processes and quantify results. -- L. John Arbizzani, Chairman Ameri-Force, Inc.

About the Author

James Abbott has made a career out of taking technical topics and explaining them so that anyone can understand. A professional engineer for more than 30 years, James learned early on that even the best methods are useless unless they are delivered in a fashion that allows their swift and effective implementation. Inspired by the great Southern tradition of storytelling, James uses anecdotes about Grandma’s biscuits and a visit to the grocery store to explain scientific concepts like queuing theory and reporting metrics.
James isn’t afraid to get his hands dirty. In the course of his coaching and engineering he’s worked alongside electric engine assemblers, in a high-pressure call center, and on the third shift of an IT help desk. It is his ability to learn a business—from the ground up—that has allowed James to develop methods and tools for everyone from the CEO to the custodial staff.
Though he has worked throughout the Western Hemisphere, James’s home is in Greenville, South Carolina. He is the author of thirteen books.

Product Details

• Paperback: 190 pages
• Publisher: Robert Houston Smith Publishers (April 15, 2004)
• Language: English
• ISBN-10: 1887355081
• ISBN-13: 978-1887355087
• Product Dimensions: 8.8 x 6 x 0.5 inches
• Shipping Weight: 11.5 ounces (View shipping rates and policies)
• Average Customer Review: 3.6 out of 5 stars  See all reviews (12 customer reviews)
• Amazon Best Sellers Rank: #229,622 in Books (See Top 100 in Books)

More About the Author

James Abbott is an author, teacher, developer, and consultant, and the president of Abbott Associates Inc., based in Greenville, South Carolina. James Abbott has made a career out of taking technical topics and explaining them so that "the rest of us" can understand. A professional engineer for more than 30 years, James learned early on that even the best methods are useless unless they are delivered in a fashion that allows their swift and effective implementation. He is also on the faculty of the College of Engineering at the University of Arizona in Tucson, Arizona.

Inspired by the great Southern tradition of storytelling, James uses anecdotes about Grandma's biscuits and a visit to the grocery store to explain scientific concepts like queuing science and reporting metrics.

James isn't afraid to get his hands dirty. In the course of his coaching and engineering he's worked alongside electric engine assemblers, in a high-pressure customer care center, and on the third shift of a global IT help desk. It is his ability to learn a business--from the ground up--that has allowed James to develop methods and tools for everyone from the CEO to the custodial staff.

Though he has worked throughout the Western Hemisphere, James's home is in Greenville, South Carolina. He is the author of thirteen books including his best selling, The Executive Guide to Call Center Metrics. This best seller is now complemented by three other call center books. These four books are in the top twenty call center books on Amazon.com

Customer Reviews

Most Helpful Customer Reviews

26 of 28 people found the following review helpful:

3.0 out of 5 stars A book about metrics & statistics but not about call center, July 3, 2005

By 

Justen Moeller (CA, USA) - See all my reviews

This review is from: The Executive Guide to Call Center Metrics (Paperback)

Based on the title I was expecting a lot about call center specific metrics. This is not the case. The focus is on statistics and metrics for tactical purpose (Quality Control Chart) and strategic view (Distribution, standard deviation). If you are familar with QC charts and statistics then the book does not have to offer a lot. For call center metrics it mentions only a few examples like abandonment rate or wait time in some sample. I was looking for an exhaustive list of call center metrics.

8 of 8 people found the following review helpful:

5.0 out of 5 stars Required Reading For All Call Center Managers, January 22, 2006

By 

John M. Washburn (Elizabeth, Colorado) - See all my reviews
(REAL NAME)   

This review is from: The Executive Guide to Call Center Metrics (Paperback)

James Abbott has produced a handbook that is required reading for all Call Center Managers. It provides a step-by-step method for metrics creation and why improvement is not possible unless you can measure Call Center activity.

This book must be on every employees desk in the Call Center and the Metrics should be based on this book. The books 11 chapters are easy to read and understand. James clearly outlines the reasons why metrics must be real time and the benefit in performance associated with this method.

You should read this book, as I did, just to understand how implementation of this methodology will cut costs and improve customer satisfaction.

John Washburn
Colorado

11 of 12 people found the following review helpful:

5.0 out of 5 stars Bringing Call Centers Into The 21st Century, November 30, 2005

By 

Paul B (Taylors, SC USA) - See all my reviews

This review is from: The Executive Guide to Call Center Metrics (Paperback)

From the introduction this book explains how metrics must be more than just numbers or report cards. They are proactive tools to get much more out of your call center. The book then sets out ways to create powerful metrics that lead to winning decisions for your center.
Chapter One: Having It All
The first chapter looks at why modern metrics are required in centers with numerous monitors. Old ways of thinking will not do. Everyday, real world examples are given to highlight critical metric sources. These are a must in balacing wait time, cost and performance.
Chapter Two: Call Center Metrics
This chapter begins with Abbott's signature approach to decision making and and the discussion of mstrics that compliment this approach. He introduces the unique Dependency Diagram and metric blueprint. On page 38 he lists six key proactive metrics.
Chapter Three: Monitoring Metrics
Chapter three makes cetain you are uaing clear thinking when monitoring your meticws. Again, real world examples and critical statistics are used to help you have a clear look at your center.
Chapter Four: Metric Dashboard
Using building blocks already mentioned this chapter begins putting together a call center dashboard. Who does what? How do we set it up? What is my part?
Chapter Five and Six: Tactical Decisions and Metrics
How do we know when real change has happened? What are the "alarms" to look for when monitoring the call center. We see how to read and use tactical metrics to avoid problems and run effective centers.
Chapters Seven, Eight, Nine, Ten: Strategic Decisions & Metrics
These chapters explain the strategic aspects of running your call center. They help you develop the strategic eye needed to bring your call center into the 21st century.

The book ends with a review of benefits that come from the effective use of metrics and how that is achieved. If you have the difficult responaibility of runing a call center, you need this book.