Description: Call Center Performance Measures
Jon Anton (also known as "Dr. Jon") is with the Department of Consumer
Sciences at Purdue University, and is a researcher in the Center for
Customer-Driven Quality. He specializes in enhancing customer service
strategy through inbound call and e-business centers using the latest
in telecommunications (voice), and computer (digital) technology. He
also focuses on using the Internet for external customer access, as
well as Intranets and middleware.
For the past five years, Dr. Jon has been the principal investigator
of the annual Purdue University Call Center Benchmark Research Report.
This data is now collected at the BenchmarkPortal.com website, where
it is placed into a data warehouse that currently contains over one
million data points on call center and e-business center performance.
Based on the analysis of this data, Jon authors "The Purdue Page" in
Call Center Magazine each month.
Dr. Jon has assisted over 400 companies in improving their customer
service strategy/delivery by the design and implementation of inbound
and outbound call centers, as well as in the decision-making process
of using teleservice providers for maximizing service levels while
minimizing costs per call. In August of 1996, Call Center Magazine
honored Dr. Jon by selecting him as an Original Pioneer of the
emerging call center industry. In October of 2000, Dr. Jon was named
to the Call Center Hall of Fame. In January of 2001, Dr. Jon was
selected for the industry's "Leaders and Legends" Award by Help Desk
Dr. Jon has guided corporate executives in strategically
re-positioning their call centers as robust customer access centers
through a combination of re-engineering, consolidation, outsourcing,
and web-enablement. The resulting single point of contact for the
customer allows business to be conducted anywhere, anytime, and in any
form. By better understanding the customer lifetime value, Dr. Jon has
developed techniques for calculating the ROI for customer service
Dr. Jon has published 65 papers on customer service and call center
methods in industry journals. In 1997, one of his papers on
self-service was awarded the best article of the year by Customer
Relationship Management magazine. Dr. Jon has published seven
Inbound Customer Call Center Design
, Dame Publishers, Inc., 1994
Customer Relationship Management
, Prentice-Hall, Inc., 1996
, Hafner Publishing, Inc., 1985
Call Center Management by the Numbers
, Purdue University Press, 1997
The Voice of the Customer
, Alexander Research & Communications, Inc., 1997
Call Center Benchmarking
, Purdue University Press, 1999
Call Center Performance Simulation
, Purdue University Press, 2000.
He is also the editor for a series of professional books entitled
Customer Access Management, published by the Purdue University Press.
Dr. Jon's formal education was in technology, including a Doctorate of
Science and a Master of Science from Harvard University, a Masters of
Science from the University of Connecticut, and a Bachelor of Science
from the University of Notre Dame. He also completed a three-summer
intensive Executive Education program in Business at the Graduate
School of Business of Stanford University.