In 2001, the 22 agent Call Centre at the Pebble Beach Company, a US resorts and golf course company, did not have in place satisfactory call metrics. The centre was handling between 12, 000 and 20,000 golf and hotel reservation phone calls per month but counted calls from other employees as answered and calls answered by voice-mail as unanswered. The average speed of answer was unsatisfactory and as a consequence customers were dissatisfied. To right the situation the company: 1) Had its call ce...

BPIR Categories

7.3.1 Respond to information requests
14.2.2 Benchmark performance measures with noncompetitors
15.6.4 Market, selling & invoicing processes

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