Contents:

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

Summary:

Crisis in Customer Service - In 2004, three out of five contactors (59%) were satisfied with the response they received when contacting a company for assistance. - Only half (50%) of contactors calling into a U.S. company are likely to purchase additional products and/or services from the company they contacted. - Consumer loyalty drops by 76 percentage points when a contactor is less than satisfied with the response he or she receives. Improving Customer Service with Research Contactor satisfaction is driven by three attributes: 1. Ease of contacting someone for assistance 2. Performance of the call center agent 3. Response delivery

Companies Mentioned

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