Managing Call Center Performance

Operating a call center is a very fluid activity. Those who have launched thier call center for the first time often find a strong start and then dwindling returns.

How is performance maintained and improved? Maintaining vigilence to measure, review & respond is key to ensuring consistent call center performance.

Measurement is the first step that leads to control and eventually to improvement. If you can’t measure something, you can’t understand it. If you can’t understand it, you can’t control it. If you can’t control it, you can’t improve it.

H. James Harrington

Call Volume The number of calls made is the single most driver of call center performance. Making more calls will always lead to more positive responses. For initial cold calls, an agent should be able to do 80 - 120 calls in an 8 hour period. Measurement of call records is performed by call records and dial results. This is a standard metric of call center tools and another reason to use them.

Power Dialer Using a automatic power dialer will increase the number of calls made by as much as double. Maintaining the rhythm of calling, minimizing the wait time between calls, and eliminating mis-dialled calls all contribute to more actual calls made

The quality of your list will also improve your results. A poor quality list will include wrong number and disconnected numbers. Each of these take away from the available time and potential of your agents. Invest in a quality list.

Call Script Its natural for call performance to decline after a strong start. Waning from the script is major contributor to performance decline. Using scripting tools like those provided by Acarda ensure agents stay consistently on message. Allowing the script to be flexible allows the agent to deviate just enough to allow the agent to remain responsive with the customer.

Call Recording Maintaining a historical audible record of calls, allow your call center manager to review calls with your agent. Comparing calls during a period of high performance with another period can contrast the differences in how calls were handled and the soft differences of vocal tone and speed which can impact the response of those called.

Regular Training Call center training programs are available to improve both agent activity and manager skills. Ask us about training programs available for your team today.

Learn More

Call our Specialist. He can be reached at:

Picture of Dar ZuchDar ZuchBusiness IT Specialist - CalgaryHelia Technologies(403) 698-0700

"Acarda Outbound has not only met my needs, it has exceeded them. I run a home business with a small telemarketing team. Acarda Outbound takes the stress out of my work. The support right from the beginning has been fantastic. I highly recommend Acarda Outbound for start-ups and I look forward to the future growth with the Acarda team.”


Matt H., Queenstown, New Zealand
Derek Herman

Apart from being a perfect gentleman , Darvin is a highly detailed IT perfectionist.A pleasure to work with.

Al Dhalla

My company has hired Dar for telephone wiring services and yes, he met our expectations but there is something more about Dar that I wish to highlight : He is a not just a true networker but I would say, he is a "connector".

Dar and I have been at many meetings and he has never failed to say to me that he wants me to meet 3 or 4 people that he knows are ideal clients for me and that will make a difference to my business and profits.Without expecting any favors too! Dar goes that extra mile to keep a business relationship nurtured and strengthened.

Robert Bartel

I have worked with Dar on many occasions and he has proven himself over and over again to be a man of integrity and someone who is very knowledgable in his field. I would strongly encourage you to talk to him regarding IT Support and phones services in Alberta.

Grant Irvine

"Darvin and the folks at Helia were asked to resolve some issues with our phone system software. They provided the necessary support through collaboration and by learning the software from a different market to specifically service our system. Additionally, Helia now provides our IT support services. We are very pleased with the services provided by Helia Tech and Helia Voice."

“I have used the Acarda Outbound Software; it’s a great telesales tool with easy to use features. I especially like the reporting functions and the integration with Google Calendar. The Acarda team has been very responsive when it comes to addressing support issue. Over all I am very impressed with the software.”
George C., Zimbabwe

When we use Helia they exceed our expected deliverables and always within our agreed to budget. They work with us, not just for us, all the while keeping our best interests as a company at the core of the project.

We had been looking for a company that not only could get the job done as promised, on time and on budget but one that came with integrity. Helia provides us with a “mean what you say and say what you mean” attitude that has forged a relationship, not just a contract for a project. Our partners at Helia far exceed our expectations each and every time. So if you’re thinking of using Helia, I would highly recommend you give them a try, I am sure you’ll be impressed. Please email me if you’d like some more insight into Helia.

I have collaborated with Darvin on several breakthroughs and forward-looking IT projects to which he ALWAYS came through with a solution where there appeared not to be as concepts were more advanced than current technologies.

His thought processes is methodical and detailed, approach is ethical and professional and solutions driven. He deliverers what he said he would, on time and on budget.

I would not hesitate to recommend Helia and Darvin for any scale of IT related projects. If he takes a project on he will not only do it but do it very well!

Ken Gooz This email address is being protected from spambots. You need JavaScript enabled to view it.
President | CEO
Mainstreet Restaurant Licensing

Helia has been fabulous for us as a company. We have used them on five different projects now, and I am extremely impressed not only with the quality of the deliverables, but in some ways more importantly their can-do attitude and ability to implement our ideas when others thought them impossible.

I recommend them whole heartedly. Helia Technologies is a company that over-delivers on every aspect of the project at hand at a price point that is hard to beat.

Please email me if you have any questions about Helia Technologies.

Ryan Dockrill This email address is being protected from spambots. You need JavaScript enabled to view it.
Web Entreprenuer - Livewire Interactive

Ted Tederoff

Darvin is a very well rounded contributor in terms of his strong skills both in the business and technical realms. He also has an engaging personality that is at the same time politely confident and warm. He also keeps all stakeholders in mind when delivering a project. I would count it an honour to work with him again in the future.

“We have been using Acarda’s outbound calling software since 2007 and upgraded to Acarda Outbound version 7 in 2013. We have grown considerably over that time and the standard of service we have enjoyed has been phenomenal, second to none. Acarda Outbound allows me to manage a large number of campaigns, to assign my agents to work on different campaigns and to monitor how well they are performing. I highly recommend Acarda Outbound to you.”
Lynlee A., Hastings, New Zealand

“Our sales department loves Acarda Outbound because it has helped our sales increased 10 fold! Now we plan to add additional staff to increase our sales even more. Acarda Outbound is very functional yet easy to train new employees how to use it.”


Jerry T., Nashville, USA