2005 Best Practices in Telephone Customer Service: A Call Center Benchmark Report (Management Summary)

Portland Research Group, June 2005, Pages: 43

Do you know how to spot and teach exceptional customer service? Can you site the specific service standards that separate companies with loyalty promoting service from those who chase customers away? Our exclusive report reveals 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. This report contains detailed information on who they called, why they called, and whether they plan to buy in the future. You'll have solid information to compare your own call center operations. 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 problem, response satisfaction with timeliness, clarity, and 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.

1800 Flowers
7 Eleven
AAA Auto Insurance
ABC Distribution
Adelphia
Alabama Pool And Spa
Allstate Insurance
Alltel
Amazon.com
AOL
AT&T
Baby Magic
Belleville South Shoe
Bellsouth
Best Buy
Blue Cross/Blue Shield
BMW Dealer
Brother's Pizza
Budweiser
Burger King
Burlington Coat Factory
California Submeters
Capital District Transportation Authority
Capital One
Cellular One
Charter Comm.
Chuck E. Cheese's
Cingular
Citibank
Collision Services Inc
Comcast
Consultant Company
Coral Reef Resort
Credit Card
Dell
Delta
DirectTV
Dish Network
Embassy Suites Hotels
Enterprise Rent-a-car
Ethan Alen Staffing
Fed-Ex
First Bank
Fleet Bank
Gateway
Hamrick Insurance Company
Hewlett Packard
Home Depot
JCPenney
McDonalds
MCI
Millennium Maxwell House
OnStar
Pappasitos
PeoplePC
Progressive
Quest
SBC
Sears
Sony
Southwestern Bell
Sprint
The Greensheet Advertiser
T-Mobile
Tracfone
UPS
USPS
Verizon
Wal-Mart
Yahoo Travel

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