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Best Practices in Building World-Class Consumer & Over-the-Counter Call Centers

CHAPEL HILL, N.C., July 31, 2015 /PRNewswire/ -- In today's ever-changing marketplace, call centers must meet the needs of customers who are increasingly mobile, increasingly connected, and increasingly impatient with slow service. The need to support a growing variety of customer interaction channels and tools is driving call centers to explore new areas of technology, including social media.

According to research by benchmarking firm, Best Practices, LLC, 43% of the over the counter (OTC) segment in a call center study realize the impact of social media on call center business. Despite this, 63% identified issues such as regulations, privacy and lack of knowledge on usability. Understanding how to hone this resource is an opportunity area for many organizations.

The related report, "Building a World-Class Call Center: Performance Metrics, Operations, Structures and Trends at Consumer/OTC Companies," provides leaders with critical performance benchmarks for the size, cost, service delivery efficiency, structure, leadership, processes, technology, and operations of Call Center organizations for consumer / OTC companies.

Key topic areas include:
  • Budget and staff size
  • New customer interaction channels
  • Innovative uses of social media
  • The role of vendors in call center management
  • Trends that are driving technology evolution in high-performing contact center organizations

This benchmarking research drew participation from 9 OTC and consumer packaged goods companies. Participation was limited to call centers operating in the United States or Canada.

To access the full report, or to download a complimentary summary containing insights found in this report, click on the following link:

For more information on other recent primary research studies, contact us at 919.403.0251. For related research, visit our Best Practices, LLC website at


Best Practices, LLC is a leading benchmarking, consulting and advisory services firm serving biopharmaceutical and medical device companies worldwide. Best Practices, LLC's clients include all the top 10 and 48 of the top 50 global healthcare companies. The firm conducts primary research and consulting using its comprehensive proprietary benchmarking tools and analysis. The operational insights, findings and analysis form the basis for our Benchmarking Reports, databases and advisory services to support executives in commercial and R&D operations. Best Practices, LLC believes in the profound principle that organizations can chart a course to superior economic performance by studying the best business practices, operating tactics and winning strategies of world-class companies.

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