Engineering, Metrics, and Motivation for

Effective Call Centers and Help Desks 

The methods for building an effective call center are like the laws of physics—they are incontrovertible axioms. Though Abbott Associates did not invent science, we did pioneer the application of science to a field that all too often relies solely on “soft skills.”

The well-run, effective center is a complex balance of low cost, high performance, and short wait times. The first step toward achieving this balance is a focus on metrics. Complete and accurate metrics tell you WHAT needs to improve and HOW to improve it. But the picture is incomplete unless you understand WHY these improvements must occur. We can help in a variety of ways.

q       Services: Our most requested services include restructuring call centers with factored process designs using express lanes, call center and help desk assessments, and implementing metric dashboard systems.

q       Books: Our company president, James Abbott, has written the definitive set of call center “textbooks.” Whether you need an in-depth call center design guide or an overview of call center metrics, James has written something for you. James’s original, The Executive Guide to Call Center Metrics, has now been the #1 call center metrics book at www.Amazon.com for over 4 years.

q       Classes: We offer classes for agents, supervisors, and managers covering topics such as CRM, call center design, coaching techniques for maximum agent motivation, and tools and methods for call center managers. Many of our public classes use The Executive Guide to Call Center Metrics as a textbook, and we have an additional series of proprietary texts available only through our classes. Any public class can be delivered in-house, tailored to a specific company’s needs and concerns.

q      Executive coaching: We’ve worked one-on-one with top call center executives to help them understand the tools and methods needed to be a successful call center manager.

Abbott Associates and University of Arizona provide both Graduate and non-credit class
"Financial Management for the Technical Professional"

Ranked the #1 Call Center Metrics book for over 4 years at www.Amazon.com