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

  • ID: 58474
  • Report
  • February 2004
  • 37 Pages
  • 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 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-throughAll 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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Section 1: MethodologyData Collection Process Weighting 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) Section 3: Overall PerspectiveExecutive Summary Overall Contactor Satisfaction Benchmark Overall Contactor Loyalty Benchmark Relationship Between Satisfaction and Loyalty Section 4: Reason for Contact/ Ease of ContactExecutive Summary Reason for Contact (Question/ Problem Type) Question/ Problem type by Industry Segmentation Ease of Contact - Number of Contacts Required Overall Benchmark - Put on Hold Overall Benchmark - Number of Transfers Overall Benchmark Section 5: Representative and ResponseExecutive Summary - Call Center Agent Performance - Agent Response Service Levels Call Center Agent Performance - Overall Agent Professionalism Benchmark - Overall Agent Knowledge Benchmark - Overall Agent Authority to Resolve a Caller’s Question/ Problem Benchmark Agent Response Service Levels - Timeliness of Response Benchmark - Clarity of Response Benchmark - Follow Through on Promised Action Benchmark Section 6: ScorecardsOverall Call Center Scorecard - Customer Service Index (CSI) Benchmark Score - Agent Index (AI) Benchmark Score - Response Index (RI) Benchmark Score Section 7: AppendixList of Companies Contacted Questionnaire Extract More Information
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Note: Product cover images may vary from those shown