1<!DOCTYPE html>
2
3Anonymous
4/bestp
5/bestp/domrep.nsf
6E1A23B369A8AAADC65257793002905D4
8
9
10
11
12
13
140
15
16
17/bestp/domrep.nsf/products/db-call-center-benchmarks-driving-productivity-service-and-execution?opendocument
18
19opendocument
203.80.224.52
21
22
23www.best-in-class.com
24/bestp/domrep.nsf
25DB




Products & Services Customer Service Call Center Excellence

Call Center Benchmarks: Driving Productivity, Effectiveness, Service and Execution

ID: 5097


Features:

11 Info Graphics

27 Data Graphics

140+ Metrics

20 Narratives


Pages/Slides: 46


Published: Pre-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
  • STUDY SNAPSHOT
  • KEY FINDINGS
  • SPECIAL OFFER
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.

Industries Profiled:
Medical Device; Pharmaceutical; Financial Services; Insurance; Chemical; Technology; Consumer Products; Health Care; Academic; Telecommunications; Computer Hardware; Biotech; Internet


Companies Profiled:
3M Pharmaceuticals; Abbott Laboratories; Allstate Insurance Company; BD; Coca-Cola; Farm Credit Canada; Federal Reserve Bank of Kansas City; GlaxoSmithKline; Johnson & Johnson Healthcare Systems; Linde; Massey University; Medrad; Merck; Merial; MetLife; MMSI; Nalco; NMS; Pfizer; Progressive Medical; Shire; Solvay Pharmaceuticals; Standard Bank of South Africa; Stryker; Telecom New Zealand Limited


Study Snapshot

Fifty-eight representatives from 56 global companies including many leading bio-pharmaceutical, financial, insurance and other industry leaders participated in this research.

Key topics include:
  • Call Center Models and Structures
  • Key Operational Efficiency Metrics
  • Knowledge Systems, Applications and Management
  • Complaint Resolution Management
  • Differentiated Service Level for Elite Customer Groups

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.

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.