Dennis Adsit

Outbound telesales is a process full of waste, poor design and variation that is ripe for the application of improvement tools. Not only can process quality be improved, but also revenue can be increased. Part One of this two-part article addresses the types of waste that may exist in an outbound telesales operation and how […]

Outbound telesales is a process full of waste, poor design and variation that is ripe for the application of improvement tools. Not only can process quality be improved, but also revenue can be increased. Part One of this two-part article addresses the types of waste that may exist in an outbound telesales operation and how to […]

Thoughts of fraud can cause call center leaders to sit bolt upright in bed at night. The damage to a company’s reputation from agents stealing credit card information is a serious threat. Further, companies are constantly trying to combat a low, but steady percentage of consumers’ attempts to not pay for goods they have received. […]

Here is the good news: To help their call centers improve, managers need to solve just one problem – between-agent variation. That’s right. Fixing that problem can take a call center to a new standard of excellence. Of course there are other operational challenges that need to be solved, but between-agent variation is such a […]

Many processes and supporting functions operate in call centers…planning, staff scheduling, call routing, after-call processing and reporting. However, the single most important process in a call center – the one repeated thousands of times a day and the one most in need of improvement – is an agent handling an inbound or outbound call. Find Out More […]

One-agent-at-a-time coaching is the go-to method in call centers for trying to improve center-wide output measures. But it is less valuable than many believe. Through the use of mathematical modeling and simulation, it is possible to see that coaching, even in moderate turnover environments, does not offer a return on investment (ROI). More-effective improvement strategies […]