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2005 Best Practices in Telephone Customer Service: A Call Center Benchmark Report (Full Report)
Portland Research Group, Pages: 66
Section 1: Methodology
Data Collection Process
Weighting Process
Section 2: Executive Summary
Overall Perspective (Contactor Satisfaction and Loyalty)
Reason for Contact (Question/ Problem Type)
Purchase Options
Call Center Agent Service Levels (Professionalism, Knowledge, Authority)
Agent Response Service Levels (Timeliness, Clarity, Follow Through on Promised Action)
Call Center Service Standards (First Call Resolution, Hold, Number of Transfers)
Section 3: Overall Perspective
Executive Summary
Overall Contactor Satisfaction Benchmark
Industry Segmentation: Telco/ISP, Consumer Goods/ Retail, Consumer Services/ Medical, Travel/ Food/ Lodging
Overall Contactor Loyalty Benchmark
Industry Segmentation: Telco/ISP, Consumer Goods/ Retail, Consumer Services/ Medical, Travel/ Food/ Lodging
Relationship Between Satisfaction and Loyalty
Section 4: Reason for Contact
Executive Summary
Reason for Contact (Question/ Problem Type)
Question/ Problem Type by Industry Segmentation
Industry Segmentation: Telco/ISP, Consumer Goods/ Retail, Consumer Services/ Medical, Travel/ Food/ Lodging
Contactor Satisfaction by Reason for Contact
Section 5: Representative and Response
Executive Summary
Call Center Agent Performance
Overall Professionalism
Knowledge
Authority to Resolve Caller’s Question/ Problem
Agent Response Service Levels
Timeliness of Response
Clarity of Response
Follow Through on Promised Action
Call Center Agent Performance
Overall Agent Professionalism Benchmark
Professionalism by Reason for Contact (Caller’s Question/ Problem)
Professionalism by Industry Segmentation
Industry Segmentation: Telco/ISP, Consumer Goods/ Retail, Consumer Services/ Medical, Travel/ Food/ Lodging
Overall Agent Knowledge Benchmark
Knowledge by Reason for Contact (Caller’s Question/ Problem)
Knowledge by Industry Segmentation
Industry Segmentation: Telco/ISP, Consumer Goods/ Retail, Consumer Services/ Medical, Travel/ Food/ Lodging
Overall Agent Authority to Resolve a Caller’s Question/ Problem Benchmark
Authority by Reason for Contact (Caller’s Question/ Problem)
Authority by Industry Segmentation
Industry Segmentation: Telco/ISP, Consumer Goods/ Retail, Consumer Services/ Medical, Travel/ Food/ Lodging
Agent Response Service Levels
Timeliness of Response Benchmark
Timeliness by Reason for Contact (Caller’s Question/ Problem)
Timeliness by Industry Segmentation
Industry Segmentation: Telco/ISP, Consumer Goods/ Retail, Consumer Services/ Medical, Travel/ Food/ Lodging
Clarity of Response Benchmark
Clarity by Reason for Contact (Caller’s Question/ Problem)
Clarity by Industry Segmentation
Industry Segmentation: Telco/ISP, Consumer Goods/ Retail, Consumer Services/ Medical, Travel/ Food/ Lodging
Follow Through on Promised Action Benchmark
Follow Through by Reason for Contact (Caller’s Question/ Problem)
Follow Through by Industry Segmentation
Industry Segmentation: Telco/ISP, Consumer Goods/ Retail, Consumer Services/ Medical, Travel/ Food/ Lodging
Section 6: Service Standards
Executive Summary
Number of Contacts before Resolution
Put on Hold
Number of Transfers
Number of Contacts Benchmark
Benchmark Service Standard
Average Number of Contacts by Reason for Contact (Question/ Problem Type)
Put on Hold Benchmark
Benchmark Service Standard
Number of Transfers Benchmark
Benchmark Service Standard
Average Number of Transfers by Reason for Contact (Question/ Problem Type)
Section 7: Scorecards
Overall Call Center Scorecard
Customer Service Index (CSI) Benchmark Score
Agent Index (AI) Benchmark Score
Response Index (RI) Benchmark Score
Telecommunications/ ISP Call Center Scorecard
Customer Service Index (CSI) Benchmark Score
Agent Index (AI) Benchmark Score
Response Index (RI) Benchmark Score
Consumer Goods/ Retail Call Center Scorecard
Customer Service Index (CSI) Benchmark Score
Agent Index (AI) Benchmark Score
Response Index (RI) Benchmark Score
Consumer Services/ Medical Call Center Scorecard
Customer Service Index (CSI) Benchmark Score
Agent Index (AI) Benchmark Score
Response Index (RI) Benchmark Score
Travel/ Food/ Lodging Call Center Scorecard
Customer Service Index (CSI) Benchmark Score
Agent Index (AI) Benchmark Score
Response Index (RI) Benchmark Score
Section 8: Appendix
List of Companies Contacted
Questionnaire Extract
More Information
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