Organizations that provide support services for their products rely on call centers to deliver efficient and effective customer service to resolve any complaints and to work better with clients. With many call centers providing support for a large and diverse number of products and services, many organizations find it challenging to provide enhanced customer service along with order managment and technical support. Best Practices, LLC launched this timely study to help companies overcome this critical knowledge management challenge.
This benchmarking research study probes critical call center processes that support productivity, effectiveness, service, and execution excellence to help companies better serve and manage key customer groups. Executives and managers involved in call center operations can use this research to compare their customer service, order management, and sales support processes with other leading organizations.
Sample Key Finding
Knowledge Management Benchmarks: In total, 77% of call centers use branded external software and CRM systems, while more than half use homegrown systems to manage important knowledge systems. This means that almost half (45%) of the benchmark class have adopted multiple platforms to meet their knowledge management and service needs, usually pairing an internally developed system with an external one.