Call Centers For Dummies
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Thinking about creating a business model? Such a model gives you a great place to start because it’s critical for the successful operation of your call center, helping you clearly identify your mission, your business goals, and the performance drivers you need to focus on to achieve these goals.

Here are the primary components of the call center business model:

  • Mission:

    • Identifies how the call center supports the company’s goals and strategy

    • Determines what the company needs from the call center in the long term

  • Business goals:

    • Represent short-term to midterm goals — perhaps one year in duration

    • Define what the company needs from the call center right now

    • Outline specific outputs that the call center needs to produce

  • Performance drivers:

    • Represent processes and behaviors that help the call center achieve the company’s business goals

    • Are measurable (usually)

    • Can model the call center goals

  • Represent the controllable measures that actions in the call center affect

About This Article

This article is from the book:

About the book authors:

Réal Bergevin is executive vice president of Transcom Worldwide. Afshan Kinder, Winston Siegel, and Bruce Simpson are partners in SwitchGear Consulting, a company specializing in call centers and change management. SwitchGear's clients include companies such as Scotiabank, TELUS, and Ceridian.

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