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Management Summary: Best Practices in Telephone Customer Service - A 2004 Call Center Benchmark Report
Portland Research Group, Feb 2004, Pages: 37
Do you know which factors about your company's phone responses are most important to customers? This report outlines the results from querying hundreds of customers. Whether you're a call center manager, customer service executive, or marketing manager, this report has everything you need to promote the importance of customer service within your company. With over 800 customers surveyed, plus detail information on whom they called, why they called, and if they plan to buy again, you'll have solid information to compare your business.
The Management Summary version of this report provides detailed information on the link between contact satisfaction and future purchase intent. In addition, it covers
- Why consumers contact
- How they view the experience
- The percentage put on hold along with average number of contacts and average number of transfers
- Caller satisfaction with agent professionalism
- Knowledge and authority to resolve caller's problems
- Response satisfaction with timeliness
- Clarity
- Follow-through
All contact measures are organized into a single-page performance scorecard for management review and ongoing reference. Overall measures are cross-referenced against blinded industry ranges.
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