If this box remains here for more than 30 seconds, click this link to try again.
Products & Services »
Download FREE Excerpt
8 Info Graphics
20 Data Graphics
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.
Sample Key Findings
Product & Service Management Complexity: Many benchmark companies face complex product management challenges in supporting large numbers of products and services that can range drastically in price at a single call center. More than 1/3 of benchmark call centers support highly expensive products and services of more than $100,000. At the same time, more than two-thirds of call centers support large number of products and services (ranging from hundreds to hundreds of thousands). The vast majority of call centers fulfill multiple service roles for these diverse product and service groups: 95% support customer service in addition to some combination of order management, technical help, and sales.
Differentiated Service Levels: Differentiated service levels are a common tactic for managing customers of varying value to the enterprise: More than half (55%) of benchmark call centers provide some form of differentiated service to elite and high value customer groups. Benchmark companies most often segment customers according to the following – not mutually exclusive – categories: interaction type (56%), customer value (53%), and account type (44%).
Most Companies Do Not Track Multi-Call Resolution: Only 39% of benchmark call centers track the percentage of customer interactions that require multiple calls to be fully resolved. According to this group, 29% of all customer interactions on average require multiple calls to achieve full resolution.