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Best Practice Database
Customer Service » Call Center Excellence
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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.
Organizations rely on call centers to provide superior customer service. As one of the key drivers of customer loyalty, an effective call center plays an important role in an organization's overall success. Effectively handling customer complaints ensures future sales.
Best Practices, LLC conducted this study to highlight how high-performing organizations approach complaint management. The study provides qualitative and quantitative data around complaint resolution approaches used by participating organizations, which are predominately pharma and biotech companies. The study also presents an array of ratios and service-level metrics dealing with critical measures of call center operations, such as cost per call and percentage of complaints resolved on first call. Call center leaders can use the data in this study to compare their performance ratios and metrics with those of peer organizations.