Table 1 Results of survey of MSI call centres existing evaluation practices
Number of call centres (N = 12) | ||
|---|---|---|
Indicators currently utilised | Call numbers/tracking | 8 |
Service bookings/referral rates | 9 | |
Nature of call | 4 | |
Client feedback | 2 | |
Evaluation techniques currently utilised | Assess call centre operators | 5 |
Mystery client callers | 4 | |
Phone interviews | 2 | |
Client satisfaction | 4 | |
Call database analysis | 4 | |
Call centre staff feedback | 3 | |
Informal client feedback | 1 |