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Best Practices in Telephone Customer Service - A 2004 Call Center Benchmark Report

  • ID: 58473
  • Report
  • February 2004
  • Portland Research Group
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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 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 problems - Response satisfaction with timeliness- Clarity- Follow-throughReport Features- 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. (Telcom./ 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. "An excellent report I may recommend whether you are new in a market or a market leader, whether you work in customer service or marketing. It focuses on one of the most important basics in business: 'The influence of Customer Service performance on Customer Satisfaction and Loyalty'.""This is the key to success in a highly competitive environment. This report helps you to measure your performance and quality against your competing industry."Dietmar HeringDirector for Call Centre OperationsAOL France
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Section 1: MethodologyData Collection ProcessWeighting Process Section 2: Executive SummaryOverall 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 PerspectiveExecutive SummaryOverall 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 ContactExecutive 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 ResponseExecutive 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 StandardsExecutive 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: ScorecardsOverall 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: AppendixList of Companies Contacted Questionnaire Extract More Information
Note: Product cover images may vary from those shown
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Note: Product cover images may vary from those shown
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