The costs for maintaining the training inventory for the company's customer contact center are seldom if ever tracked or reported. As a result, senior management's ability to make financially sound decisions regarding the center is hampered. This is the seventh article in the "A Contact Center Primer" series for executive management teams. While directly applicable to all technology companies, the implications for Software As A Service companies will be significant.
Much has changed over the past 20 years in customer contact centers throughout the corporate world. What could not even be imagined in the early days is now taken for granted. However, despite the dramatic changes in the tools and their capabilities, senior management needs to keep firmly in mind that the essential nature of the operation has not changed at all: it is still a knowledge inventory and distribution system where profitability is the key driver.
The Customer's Metric is the vital one for customer contact call centers, especially in the SaaS (Software as a Service) world. Companies that do not focus their strategy and operational decision on maintaining customer relationships will not succeed in their profitability goals.
Customer contact call center responsiveness is a strategic profitability issue that requires Senior Management decisions. One of the first strategic decisions senior management must make is: How fast does the center need to be in order to retain customers and maintain profitability? Here is a brief primer on the essentials of call center management that senior executives need to know.