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Products & Services

Primary Research Sample: "Using Performance Metrics and Voice of the Customer Data to Improve Customer Satisfaction in Call Centers"

Whitepaper Image

ID: GBCN-37


Pages/Slides: 14


Published: Pre-2014


Delivery Format: PDF


 

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.




Download White Paper

 

919-403-0251

  • STUDY OVERVIEW
  • BENCHMARK CLASS
Click "Buy Now" in the sidebar to download "Using Performance Metrics and Voice of the Customer Data to Improve Customer Satisfaction in Call Centers," originally conducted for a member of the Global Benchmarking Council. This primary research includes data and insights from 48 leading companies such as Boehringer Ingelheim, Embarq, FedEx, GlaxoSmithKline, Hewlett-Packard, Honeywell and others.

Sample findings include:

  • On average benchmarked companies allocate 0.883% of total gross sales to call center operations.
  • Call abandon rate and speed of answer are the most frequently used performance metrics.
  • Follow-up CSR phone surveys are rated by study participants as most effective in measuring call center service levels.

Global Benchmarking Council members use their customized research studies to gain best practices, metrics, insights and more from their business peers. Learn more about the Global Benchmarking Council's membership opportunities at http://www.best-in-class.com/gbc or join us at our upcoming conference.


Industries Profiled:
Market Research; Manufacturing; Medical Device; Pharmaceutical; Financial Services; Service; Retail; Research; Computer Software; Diagnostic; Health Care; Transportation; Biotech; Clinical Research; Consulting; Distribution; Insurance; Hospitality; Telecommunications; Technology; Professional Services; High Tech; Automobile; Utilities; Energy; Consumer Products; Chemical; Medical; Electronics; Laboratories; Biopharmaceutical; Banking; Computers; Entertainment; Internet; Computer Hardware; Aerospace; Academic; Media; Education; Newspapers; Government; Shipping; Science; Office Supplies; Marketing; Office Equipment; Cable; Advertising; Defense; Military; Diversified; Sports; Technology; Public Relations; Multiple; Communications; Logistics; Publishing; Real Estate; Construction; Architecture; Engineering; Aviation; Legal; Test Industry; Non-Profit; Business; Orthopaedics


Companies Profiled: