8: Call Centers

Nearly every corporation has a call center. Ask an executive if his/her organization has a call center, and the odds are that the executive will say yes.

Then you ask the executive whether or not he/she knows what is going on in the call center. The executive assures you that they know what is going on in the call center, and tells you the corporation is getting 6,000 calls a day and the average length of the call is 4 ½ minutes.

Now knowing the number of calls and knowing how long the calls have lasted is one interesting measurement of the activity going through the call center. But this kind of information does not tell you anything about the content of what is going on in the call center.