1<!DOCTYPE html>
2
3Anonymous
4/bestp
5/bestp/domrep.nsf
651957938DE62695E65257BD7004360F9
8
9
10
11
12
13
140
15
16
17/bestp/domrep.nsf/products/call-center-structure-activities-operations?opendocument
18
19opendocument
2054.226.58.177
21
22
23www.best-in-class.com
24/bestp/domrep.nsf
25DB




Products & Services Customer Service Call Center Excellence

Building a World-Class Call Center: Structure, Activities and Operations

ID: 5263


Features:

12 Info Graphics

16 Data Graphics

100+ Metrics

4 Narratives


Pages/Slides: 35


Published: 2013


Delivery Format: Online PDF Document


 

License Options:

close

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.

Buy Now

 

  • STUDY OVERVIEW
  • BENCHMARK CLASS
  • SPECIAL OFFER
Non-members: Click here to review a complimentary excerpt from "Building a World-Class Call Center: Structure, Activities and Operations"

Study Overview


In the current economy, call center productivity and performance is critical. Low-performing call centers can damage customer relationships and leave companies at a competitive disadvantage. While myriad factors go into the performance level of a call center, a center's structure, resource levels and activities all play a key role in overall performance.


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.

Key Topics

  • Call Center Structure & Focus
  • Call Center Operations

Sample Key Metrics
  • Structure of Call Center
  • Function of Call Center Reporting
  • Job Level of Call Center Leaders and Reporting
  • Call Center Operational Approach
  • Call Center Vendor Billing Methods
  • Composition of Call Center Leadership Team
  • Industries Supported by Participating Call Centers
  • Key Call Center Focus Areas/ Activities
  • Total Budget of Call Center Operation
  • Number of FTEs Call Center Staffing Breakout
  • Number of Products Supported in Call Center
  • Approximate Percentage of Call Centers Calls by Tier
  • Approximate Percentage of Call Centers Agents Education Level
  • Call Center's Hours of Operation
  • Presence of Back Up Call Centers

Sample Key Finding
  • Vendor Utilization: Fifty-six percent of participants employ vendors in their call center operations, with half those centers run by vendor staff and half run by a mix of internal and external employees. None of the centers in the study is run by a vendor offshore or overseas

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.