Activity Based Costing

Activity Based Costing

Activity Based Costing Association™ (ABCA™) is an association of companies and organizations focused on implementing, maintaining and managing their Activity Based Costing processes. ABCA™ provides a forum for the exchange of "best practices" among the members. In addition, the group sponsors studies to identify practices that improve the overall operations of the members.

To identify "Best in Class" activity based costing processes, which, when implemented, will lead member companies to exceptional performance.

Contact Center Operations Best Practices

The Benchmarking Network and the International Contact Center Benchmarking Consortium (ICCBC) announced they have successfully kicked off a new study in the area of Contact Center Operations Best Practices. Now is the time to join the current sponsors and become involved in setting the focus and direction of the study. This is a "best practices" study that will include site visits to top performing companies. The study will focus on such areas as:

  • Call Center 
    • Inbound/Outbound o Physical characteristics of call center
    • Cost of staffing
    • Employee retention
    • Monitoring o Coaching time
    • Supervisor/staff ratios
    • Hiring criteria
    • Compensation measures
    • Career progression measures
    • Training times
    • Available time
    • Time per call
    • Peak management measures
    • Resolution rate
    • Meetings (quantity and length)
  • Call Centers
    • Inbound
    • Queue management (time, etc.)
    • Staffing and skill measures
    • Multi-product sales
    • Segmenting calls
    • Document imaging (quantity/cost)
    • Customer satisfaction
    • Toll lines used
    • Expected service level measures
    • One-stop service
    • Call reduction
    • Call back rates
  • Technologies Used to Support Call Center Operations
  • Cell Center Performance Measures
    • Key metrics
    • Time to answer
    • Abandon rate
    • Length of tree
  • Loss rates
    • Time tolerances
    • % of work off-line/time off-line

If you would like to receive additional information on how to include your company into this upcoming study contact the ICCBC Director via phone at 281-440-5044, or contact us directly via our Information Request Form. Its quick and easy, and we'll get in contact with you fast.