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25DB




Products & Services Customer Service Call Center Excellence

Building a World-Class OTC Call Center: Technology Use & Future Trends

ID: 5282


Features:

20 Info Graphics

7 Data Graphics

66 Metrics

11 Narratives


Pages/Slides: 33


Published: Pre-2014


Delivery Format: Online PDF Document


 

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  • STUDY OVERVIEW
  • BENCHMARK CLASS
  • SPECIAL OFFER
Non-members: Click here to review a complimentary excerpt from "Building a World-Class OTC Call Center: Technology Use & Future Trends"

Study Overview


Over-the-counter (OTC) call centers today must focus on how to meet the needs of customers who are increasingly mobile, increasingly connected, and increasingly impatient with slow service. To keep up with competition, OTC companies need to investigate new tools to support a growing variety of customer interaction channels. Leading organizations are increasingly modernizing technology and expanding connectivity options to optimize customer relations. This benchmarking research study provides participants with current metrics for OTC call center performance in relation to new technology use. The study also examines future trends for OTC call centers.


Best Practices, LLC conducted this benchmarking study to provide OTC call center leadership with critical insights, reliable metrics, and trends data they can use to assess their operations and to help to shape overall strategic direction



Key Topics

  • OTC Call Center Technology Usage & Impact
  • OTC Call Center Future Trends & Issues

Sample Key Metrics
  • Types of CRM/Customer Database Systems In Use
  • CRM Capabilities
  • Recorded Information Utilized Through OTC Call Centers' IVR Systems
  • Electronic & Innovative Communication Channels Used to Interact with Customers
  • New Technology Impacting OTC Call Centers
  • Key Issues & Obstacles OTC Call Center Will Face Within The Next Two Years

Sample Key Finding
  • Tools & Technology & Chat: Companies are investigating new tools they could adopt in the near future to facilitate agents’ jobs, expand access for social and mobile customers and increase automation. Top areas of exploration include voice recognition, text analytics and mobile apps. Increasingly, call centers are adopting live chat services to increase contact options for callers.
Study Methodology

Nine call center leaders from 9 OTC (Over the Counter), and consumer packaged goods companies participated in this study.

Industries Profiled:
Pharmaceutical; Biotech; Health Care; Consumer Products; Manufacturing


Companies Profiled:
Alcon; Colgate Palmolive; GSK Consumer; Merck Consumer; Nestle Health Care; Novartis Consumer; Pfizer Consumer; Procter & Gamble; Reckitt Benckiser

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.