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25DB




Products & Services Customer Service Customer Service Measurement Overall Call Center Measures

Contact Center Measurements in the Financial Services Industry

DB Image

ID: 4541


Features:

Metrics, Graphics


Published: Pre-2013


Delivery Format: Online PDF Document


 

License Options:
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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.




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919-403-0251

  • STUDY OVERVIEW
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This 18-page slide presentation reveals how companies use and measure contact center performance.

The document includes tactics companies use to assess service and sales measures plus the strategic and operational importance of these measures.

Select key findings include:
1. Cornerstones of performance measurement include a balance of financial, customer, employee and operational measures.
2. Cost, operational measures and satisfaction levels are the measures used by the highest number of companies. In contrast, growth, retention and satisfaction are the most critical measures, though they are not employed by as many companies.
3. Key growth measures embrace sales, lead referrals, profitability and sales efficiency.

Companies can use this information to identify critical contact center performance measures. This document was created from Best Practices, LLC’s Internet Benchmarking Exchange service.

Industries Profiled:
Financial Services; Insurance


Companies Profiled:
Washington Mutual; MetLife; BankOne; Wachovia; People's Bank


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.