System and method of managing calls to a customer service call center

摘要

A method of managing calls at a call service center is disclosed and includes monitoring a plurality of calls that are received at the call service center. Further, the method includes monitoring service transactions that are handled by a plurality of customer service agents. The method also includes determining a sales success metric of each of the plurality of customer service agents for each of a plurality of services offerings and ranking the customer service agents in terms of the service success metric for each of the plurality of service offerings. Additionally, the method includes recording the customer service agent rankings for each of the service offerings.