| |
|
| Question 1: Is
your call center a cost center or a profit center? |
| Description of Answer |
Respondents
|
| Cost Center |
62.83% |
| Profit Center |
23.79% |
| N/A |
13.38% |
| |
|
| Question 2: Which
of the following is your primary objective in managing your call
center? |
| Description of Answer |
Respondents |
| Provide the best service to the caller at the
least price. |
70.05% |
| Focus on Productivity |
20.30% |
| Minimize and contain costs |
5.08% |
| N/A |
3.05% |
| Keep Head Count at a bare minimum. |
1.02% |
| Keep agent compensation at a bare minimum. |
.50% |
| |
|
| Question 3: How do
you define a "profit center" |
| Description of Answer |
Respondents |
| The annual operating cost of my call center
is less than the sales revenue that we generate by convincing callers to
purchase our products or services. |
42.19% |
| We sell products over the telephone that make
our company a profit. |
31.25% |
| We focus primarily on selling a caller one of
our products or services during each call. |
14.06% |
| I am not really sure what a profit center is. |
10.94% |
| Executives often call us a profit center. |
1.56% |
| |
|
| Question 4: How do
you define a "cost center"? |
| Description of Answer |
Respondents |
| Our primary objective is to provide customer
service, not sales or order taking. |
63.05% |
| Our annual operating budget is not tied to
the sales we generate. |
26.10% |
| I am not really sure what a cost center is. |
6.02% |
| Executives often call us a cost center. |
4.83% |
