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2005 Best Practices in Telephone Customer Service: A Call Center Benchmark Report (Full Report)
Portland Research Group, June 2005, Pages: 66
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 full report provides detailed information on the link between contact satisfaction and future purchase intent. 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. In addition, Key performance metrics (transfers, number of contacts, agent/ response metrics) are segmented by reason for contact to establish specific areas of strong or weak performance.
All contact measures are organized into four 1-page performance scorecards. One scorecard is delivered for each key industry category. (Telecom./ ISP, Consumer Goods/ Retail, Consumer Services/ Medical, Travel/ Food/ Lodging). Best-in-class performance metrics are provided to maximize contactor loyalty. Findings are segmented by reason for contact to pinpoint where action may be required. Purchase of the full report comes with 2 -hours of one-on-one support for any matters related to the reading and interpretation of the data. This time can be used for custom analysis requests, telephone briefings, and/ or custom reporting requirements.
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