Remote Call Center Agents Damage Net Promoter Score: A Case Study


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This call center case study highlights the challenges one organization faced after transitioning from in an house call center to a remote call center agent (work at home agents) model. Hear some best practices to avoiding failures in your call center like voice of the customer, voice of the employee, and call center performance metrics. The applied Business Intelligence Serices at Customer Relationship Metrics helped this organization rapidly process change through actionable insights.

Republished with author's permission from original post.

Carmit DiAndrea
Carmit DiAndrea is the Vice President of Research and Client Services for Customer Relationship Metrics. Prior to joining Metrics, Carmit served as the Vice President of Behavior Analytics at TPG Telemanagement, a leading provider of quality management services for Fortune 500 companies. While at TPG she assisted clients in measuring behaviors, and provided management services to assist in affecting change based on newly created intelligence.


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