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Best Practices in Telephone Customer Service - A 2004 Call Center Benchmark Report
Portland Research Group, Feb 2004
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-through
Report 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 Hering
Director for Call Centre Operations
AOL France
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