|
|
 |
|
Viewing report
|
|
|
|
Best Practices in Telephone Customer Service - A 2004 Call Center Benchmark Report
Portland Research Group, Feb 2004
Section 1: Methodology
Data Collection Process
Weighting Process
Section 2: Executive Summary
Overall Perspective (Contactor Satisfaction and Loyalty)
Reason for Contact (Question/ Problem Type)
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/ Lodgin
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
Customers who bought this item also bought
2005 Best Practices in Telephone Customer Service: A Call Center Benchmark Report (Full Report)
Management Summary: Best Practices in Telephone Customer Service - A 2004 Call Center Benchmark Report
2005 Best Practices in Telephone Customer Service: A Call Center Benchmark Report (Management Summary)
2006 US Internet Travel Customer Satisfaction Report
Consumer Satisfaction Index 2008: UK DIY
Consumer Satisfaction Index 2008: UK Electricals
2009 United States Indirect Wireless Agent Satisfaction with Wireless Carriers
2007 Indirect Wireless Agent Satisfaction with Wireless Carriers Survey
Consumer Satisfaction Index 2008: UK Sector Summary
Consumer Satisfaction Index 2008: UK Food & Grocery
UK Consumer Satisfaction Index 2009: Personal Care
Chili's Concept Benchmark Analysis
|
|
|
|
