Resources.
The Must-React Resource Center is designed to support sales professionals with adopting The Must-React System as a methodology for cold-calling, pipeline-building, and lead acquisition. It provides a vast library

Call Center Selection.
Selecting the call center that is best for your operation is a daunting task. Selecting the wrong call center is costly. Blaire Group helps you determine the best call center option for you. Our analysts have thoroughly examined hundreds of call center operations throughout Asia. Our Critical Competency Call-Center Checklist guides us in determining the performance capabilities of call-center providers. Our quantitative, weighted scoring system provides independent, objective assessments so that we can match your requirements with at least 3 call centers that have passed our rigorous assessment criteria. We will solicit price quotation proposals and manage the entire selection process for you.

The New Face of Your Company.
It's important to remember that the call center is the face of your company. Considering the chosen call center will be the first point of contact the customer has with your company, it is vital that you take a lot of care in choosing the right one for your needs. There are several different types of call centers so even before you start your search you need to decide to determine the volume of calls the call center will be expected to handle as well as the costs and the types of calls.

Industry Expertise.
When evaluating the services extended by any call center it is important to first determine that the call center comprehends your industry and can offer the specific services required by your industry. If your business requirements include participating in Web chats with clients or replying to service-oriented e-mails, ascertain that the call center will meet these needs. There are several call center consultants that help companies find out the different call center services that are available for companies of various sizes and in varied industries.

Examples of Call-Center Analytics.
Performance levels of all centers can be determined by several standard traffic measurements, also referred to as call-center analytics. Below are examples of such analytics.

• What is the average amount of time a caller is required to wait while waiting in a queue?
• What is the average talk time (ATT) or the typical amount of conversation time?
• What is the average handling time (AHT) or the typical amount of time spent dealing with the customer? The AHT is equivalent to the ATT plus time spent wrapping up as well as time spent holding on.
  
• What is the number of calls that an agent answers in one hour? In call center lingo this is referred to as CPH.
  
• What is the Service Level of the call center or the percentage of calls that are attended to within a specific time frame?
  
• What is the amount of time that an agent spends while processing customer requests whilst not actually talking to the customer? This is referred to as NR- Not Ready Time or ACW- After Call Work.
  
• What is the percentage of calls that a customer abandons the call completely due to having to hold on for a long time in a queue? This is called Percentage of calls abandoned or Total calls abandoned and happens in call centers that do not sufficient staff to handle the high volume of calls.
  
• What is the percentage of calls that resolve the customer's issues entirely? Resolving it completely means that the customer does not find it necessary to call back regarding the same problem at least for a specified minimum period of time. This is called First Call Resolution or FCR.

Call-Center Business Value Assessment.
Because performance levels vary, Blaire Group analysts are cautious. We only recommend call-centers that have passed our rigorous, on-site Call-Center Certification process. The goal of each assessment is to thoroughly understand a call-center's business in the following terms:

• Operations
  
• Management
  
• Business Process
  
• Talent
  
• Financial Strength
  
• Scalability
  
• Technology Deployments

Call-Center Assessment Report.
Download this sample extract of an actual Call Center Assessment Report.
Click here