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Products & Services Customer Service Call Center Excellence

Building a World-Class Call Center: Complaint Management and Performance Metrics

ID: 5264


7 Info Graphics

19 Data Graphics

140+ Metrics

2 Narratives

Pages/Slides: 34

Published: Pre-2016

Delivery Format: Online PDF Document


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Study Overview

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.

Key Topics

  • Call Center Complaint Management Process
  • Call Center Performance Metrics
  • Call Center Ratios
  • Call Center Service Level Metrics

Sample Key Metrics
  • Approaches for Tracking and Resolving Complaints
  • Performance Metrics Reporting Frequency by Stakeholder Group
  • Average Call Center Budget (Total Benchmark Class)
  • Average Cost Per Call (Total Benchmark Class)
  • Average Calls Per Agent (Total Benchmark Class)
  • Average Call Per FTE
  • Span of Control: Agents Per Call Center Manager/ Leader
  • Average Number of Calls Per Month (Total Benchmark Class)
  • Average Speed of Answer Per Call (Total Benchmark Class)
  • Average Hold Time Per Call (In Seconds)
  • Average Length of Call (In Minutes)
  • Average Call Abandonment Rate
  • Customer Abandonment time (In Seconds)
  • First Call Resolution (In Percentage)
  • Average Number of Days to Resolve Complaints (Total Benchmark Class)
  • Time Required to Document a Case After a Call (In Seconds)

Sample Key Findings
  • Ratio – Budget/ Call: Budget per call averages $47 across the total benchmark class, compared with only $15 in the Consumer companies segment.
  • Ratio – Calls/ Agent: Centers in this study average 392 calls per agent per month.

Study Methodology

Forty call center leaders from 35 pharmaceutical, biotech, medical device, diagnostic, OTC (Over the Counter), and consumer packaged goods companies participated in this study.

Industries Profiled:
Health Care; Pharmaceutical; Diagnostic; Manufacturing; Biotech; Science; Consumer Products; Medical Device; Distribution

Companies Profiled:
Abbott; ASP; Alcon; Biosense Webster; Alexion Pharmaceuticals; Colgate; Amgen; Cordis; Astellas; Baxter International; Biogen Idec; Boehringer Ingelheim; Daiichi Sankyo; Endo Pharmaceuticals; Ethicon; Johnson & Johnson; Genzyme; GlaxoSmithKline ; Janssen; McKessonHBOC; Medtronic; Merck; Nestle; Novartis; Ortho-Clinical Diagnostics; Pfizer; Procter & Gamble; RECKITT BENCKISER; Roche; Shionogi Inc.; Shire; Sunovion; Takeda Pharmaceuticals; Teva Pharmaceutical Industries Ltd; UCB Pharma; United Therapeutics

If you purchase Best Practice Database document(s), you will have 30 days from the date of purchase to apply some or all of the cost of the document(s) toward the cost of a Full Access Individual, Pharma, Group or University Membership. Write us at DatabaseTeam@bestpracticesllc.com or call David Guinn at 919-767-9179 if you have any questions.