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25DB




Products & Services Customer Service Customer Service Measurement Overall Call Center Measures

Benchmark with Competitors for Call Center Excellence

DB Image

ID: 3015


Features:


Words: 598


Published: Pre-2013


Delivery Format: Online


 

License Options:
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Single User: Authorizes use by the person who places the order or for whom the order was placed.

Sitewide: Authorizes use of the report for a geographic site. All people at site can view the report for a year and copies can be printed.

Corporate: Authorizes use for the entire company for a year and copies can be printed. No limitations for usage inside the company.




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  • STUDY OVERVIEW
  • BENCHMARK CLASS
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Practices in this document include: Ensuring senior leadership involvement with call centers to drive customer service excellence. Measuring CSRs according to customer service priorities. Calibrating review scores to ensure that call monitoring is consistent. Benchmarking with competitors for call center excellence. Employing multiple methods to measure customer satisfaction. Staggering CSR shifts to avoid rep “burn-out” and improve customer service.

Industries Profiled:
Insurance


Companies Profiled:
State Farm


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