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Call Center Excellence: Getting Beyond Standard Metrics to Gauge True Performance

CHAPEL HILL, N.C. – September 20, 2011 – In the current economy, call center productivity and performance excellence is more important than ever. If an organization fails to keep up, its call centers can damage customer relations or cause a company to fall behind its competitors.

But, as recent research from Best Practices, LLC shows, there are many ways a customer can fall through the cracks, despite a company’s best efforts.

For example, according to “Call Center Excellence: Customer & Performance Management,” many companies appear to inflate first-call resolution rates because they don't actually track multi-call interactions. The bottom-line: these organizations have no way of knowing for certain whether a customer issue is ultimately resolved.

In fact, companies with true multi-call tracking capabilities uniformly report lower first-call resolution rates (76%) than those companies who never track multi-call resolution (87%), according to the study.

This critical research, which is drawn from a benchmark class of 56 leading global companies, delivers a slew of key call center performance data and insights like those mentioned above. For Call Center, Customer Service, and Supply Chain leaders across all industries, this report represents a valuable performance-insights and self-assessment opportunity for delivering best-in-class customer service for business customers.

Key study topics include:
  • Call center models and structures
  • Operational efficiency metrics (e.g., Average Speed of Answer, Rate of First-Call Resolution, etc.)
  • Knowledge resources and management to support productivity (e.g., CRM system use)
  • Complaint resolution strategies and processes
  • Differentiated service levels for key customer groups

To learn more about the study, download a complimentary summary at

This 46-page benchmarking research study probes critical call center processes that support productivity, effectiveness, service, and execution excellence to help companies better serve and manage key customer groups. Executives and managers involved in call center operations can use this research to compare their customer service, order management, and sales support processes with other leading organizations.

For more information, contact Cameron Tew, Executive Director of Research and Publishing at Best Practices, LLC at (919) 767-9246 or

BEST PRACTICES, LLC conducts work based on the simple yet 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. Best Practices, LLC has been a leader in pharmaceutical research and consulting for more than 17 years; our clients include 48 of the top 50 pharmaceutical companies.

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