Thinking about creating a business model? Such a model gives you a great place to start because it’s critical for the successful operation of your call center, helping you clearly identify your mission, your business goals, and the performance drivers you need to focus on to achieve these goals.
Here are the primary components of the call center business model:
Mission:
Identifies how the call center supports the company’s goals and strategy
Determines what the company needs from the call center in the long term
Business goals:
Represent short-term to midterm goals — perhaps one year in duration
Define what the company needs from the call center right now
Outline specific outputs that the call center needs to produce
Performance drivers:
Represent processes and behaviors that help the call center achieve the company’s business goals
Are measurable (usually)
Can model the call center goals
Represent the controllable measures that actions in the call center affect
