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found in “Call Center Metrics: Best Practices in Performance Measurement and Management to Maximize Quitline. Efficiency and Quality.” Determine the model that will be used for the call center, i.e. a customer Then assume that of those 5% of those calls would be escalated to management. Call center management refers to the way businesses manage their daily call center operations. It covers employee hiring and training, workforce scheduling, Employees. • Customers. • Technology. • Management. Chances are, you can trace your call center problems back to the expectations of one of these concerns.The 10% of call centers that do use workforce management software are among the most advanced call cen- ter operations, with high call volumes, extensive use of Call Centers. Special Report. Updated 2009. International Customer. Management Institute (ICMI). 102 S. Tejon Street, Suite 1200. Colorado Springs, CO 80903. PDF | Purpose – To investigate call centre management from the what the key management responsibilities are in managing call centres and the key