Best Practices in Human Resources Management
Call Center Best Practices: Part 2
Human Resources Cheat Sheet
By Jeff Rumburg
In the second of MetricNet’s cheat-sheet series, we’ve identified some of the more common best practices in Call Center Human Resources. Best demonstrated practices include recruitment, training, career pathing, retention, coaching and feedback and performance standards. Cause-and-effect relationships are then measured by influence on KPIs such as cost per call, customer satisfaction, agent utilization, first call resolution, call quality, handle time, agent turnover and business effectiveness. Let’s take a look at six human resources best practices in more detail.