Efficient

Definition by http://dict.die.net/efficient/

efficient
     adj 1: being effective without wasting time or effort or expense;
            "an efficient production manager"; "efficient engines
            save gas" [ant: inefficient]
     2: able to accomplish a purpose; functioning effectively;
        "people who will do nothing unless they get something out
        of it for themselves are often highly effective
        persons..."-G.B.Shaw; "effective personnel"; "an efficient
        secretary"; "the efficient cause of the revolution" [syn:
        effective]

The definition of efficient above is quite different from call center to answering service or contact center. One company might consider the amount of calls as of most importance.  Another might be more inclined towards quality. A well rounded company needs to find that happy medium where the profitability is kept high while maintaining the highest standards possible.

In our own call center we have seriously high levels of efficiency and are tested and monitored constantly. It is the only way really.
Take a look at this article - Quality vs. Quantity in Call Centers.  The great folks over at Call Center Cafe have wonderful advice for call center reps the world over.  It is linked in that article so enjoy!

Answering Service Efficiency

I worked at a call center in Manhattan before coming to work at our company. They weren't a totally horrible company, it's just that an answering service type company like my previous employer had serious issues with keeping employees.  The lower the pay, obviously the lower the quality of employee, no matter how great training is. That seems to be the general rule, but there are exceptions. We know of a few call center outsourcers here in the United States that do very well for their clients.  I'm sure their are more.

Guglielmo Marconi

The 7777 Wireless Patent of 1900

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