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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.
Best Practices, LLC conducted this benchmarking research study to probe call center structures and models, key activities, budget and FTE metrics, and operational issues. Call center leadership can use this study to obtain reliable metrics, and trends data that they can use to assess their call center operations and shape strategic direction. Participants mainly represent the pharmaceutical, biotechnology and medical device sectors.