This 79-page benchmarking report includes benchmarking data for 26 call center KPIs including Occupancy Rate, Average Talk Time, Call Forecasting Accuracy and more. Each KPI in this report includes a chart outlining high-to-low performer data, a detailed KPI definition, calculation instructions and a summary of high-performing company attributes. Stop operating in the dark - benchmarking is a major step in identifying potential improvements within any customer contact center. This report will give you a head start that you can't find anywhere else.
A: From real-world consulting engagements with Fortune 500 leaders. We’ve spent 25 years conducting original research and anonymizing data from our engagements with top companies around the world. Every single data point we collect is scrutinized by our analysts to conform to established baselines and our rigorous in-house validation process. We won’t serve it up to you unless it meets our tough standards for utility and value.
A: Enough to produce a useful benchmark. And rest assured that it’s all current, validated, and useful. We only include data that’s been collected in the last five years. And while sample sizes vary by KPI, the average is 25, and the high end can surpass 1,000.
A: Every year. We’re constantly gathering, scouring, and processing new data. We update our reports based on trends our analysts detect in the data, as well as the demand from our consulting clients and customers like you.
A: Heck yes. Our crack research teams just love custom assignments, and would be delighted to perform targeted research tailored to your specific requirements. Find out just how fast and affordable this is: Email us (email@example.com) or call us at 866.650.2888 and one of our friendly professionals will be happy to answer all your questions.
This workflow template illustrates the processes of identity verification, question clarification and any during- or after-call work needed to resolve the customer's problem. Purchase and do...
Type : Workflow Template
Process Participants : Customer Service Representatives
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