2005 Best Practices in Telephone Customer Service: A Call Center Benchmark Report (Full Report)

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1 Brochure More information from Best Practices in Telephone Customer Service: A Call Center Benchmark Report (Full Report) Description: Do you know how to spot and teach exceptional customer service? Can you site the specific service standards that separate companies with loyalty promoting service from those who chase customers away? Our exclusive report reveals the results from querying hundreds of customers. Whether you're a call center manager, customer service executive, or marketing manager, this report has everything you need to promote the importance of customer service within your company. This report contains detailed information on who they called, why they called, and whether they plan to buy in the future. You'll have solid information to compare your own call center operations. The full report provides detailed information on the link between contact satisfaction and future purchase intent. It covers why consumers contact, how they view the experience, the percentage put on hold along with average number of contacts and average number of transfers, caller satisfaction with agent professionalism, knowledge, and authority to resolve caller's problem, response satisfaction with timeliness, clarity, and follow-through. In addition, Key performance metrics (transfers, number of contacts, agent/ response metrics) are segmented by reason for contact to establish specific areas of strong or weak performance. All contact measures are organized into four 1-page performance scorecards. One scorecard is delivered for each key industry category. (Telecom./ ISP, Consumer Goods/ Retail, Consumer Services/ Medical, Travel/ Food/ ). Best-in-class performance metrics are provided to maximize contactor loyalty. Findings are segmented by reason for contact to pinpoint where action may be required. Purchase of the full report comes with 2 -hours of one-on-one support for any matters related to the reading and interpretation of the data. This time can be used for custom analysis requests, telephone briefings, and/ or custom reporting requirements. Contents: Section 1: Methodology Data Collection Process Weighting Process Section 2: Overall Perspective (Contactor Satisfaction and Loyalty) Reason for Contact (Question/ Problem Type) Purchase Options Call Center Agent Service Levels (Professionalism, Knowledge, Authority) Agent Response Service Levels (Timeliness, Clarity, Follow Through on Promised Action) Call Center Service Standards (First Call Resolution, Hold, Number of Transfers) Section 3: Overall Perspective Overall Contactor Satisfaction Benchmark Overall Contactor Loyalty Benchmark Relationship Between Satisfaction and Loyalty Section 4: Reason for Contact Reason for Contact (Question/ Problem Type)

2 Question/ Problem Type by Industry Segmentation Contactor Satisfaction by Reason for Contact Section 5: Representative and Response Call Center Agent Performance Overall Professionalism Knowledge Authority to Resolve Caller s Question/ Problem Agent Response Service Levels Timeliness of Response Clarity of Response Follow Through on Promised Action Call Center Agent Performance Overall Agent Professionalism Benchmark Professionalism by Reason for Contact (Caller s Question/ Problem) Professionalism by Industry Segmentation Overall Agent Knowledge Benchmark Knowledge by Reason for Contact (Caller s Question/ Problem) Knowledge by Industry Segmentation Overall Agent Authority to Resolve a Caller s Question/ Problem Benchmark Authority by Reason for Contact (Caller s Question/ Problem) Authority by Industry Segmentation Agent Response Service Levels Timeliness of Response Benchmark Timeliness by Reason for Contact (Caller s Question/ Problem) Timeliness by Industry Segmentation Clarity of Response Benchmark Clarity by Reason for Contact (Caller s Question/ Problem) Clarity by Industry Segmentation Follow Through on Promised Action Benchmark Follow Through by Reason for Contact (Caller s Question/ Problem) Follow Through by Industry Segmentation Section 6: Service Standards Number of Contacts before Resolution Put on Hold Number of Transfers Number of Contacts Benchmark

3 Benchmark Service Standard Average Number of Contacts by Reason for Contact (Question/ Problem Type) Put on Hold Benchmark Benchmark Service Standard Number of Transfers Benchmark Benchmark Service Standard Average Number of Transfers by Reason for Contact (Question/ Problem Type) Section 7: Scorecards Overall Call Center Scorecard Telecommunications/ ISP Call Center Scorecard Consumer Goods/ Retail Call Center Scorecard Consumer Services/ Medical Call Center Scorecard Travel/ Food/ Call Center Scorecard Section 8: Appendix List of Companies Contacted Questionnaire Extract More Information Ordering: Order Online - Order by Fax - using the form below Order by Post - print the order form below and send to Research and Markets, Guinness Centre, Taylors Lane, Dublin 8,

4 Page 1 of 2 Fax Order Form To place an order via fax simply print this form, fill in the information below and fax the completed form to (from USA) or (from Rest of World). If you have any questions please visit Order Information Please verify that the product information is correct and select the format(s) you require. Product Name: Web Address: Office Code: 2005 Best Practices in Telephone Customer Service: A Call Center Benchmark Report (Full Report) SC Product Formats Please select the product formats and quantity you require: Electronic - Enterprisewide: Quantity USD 7600 Electronic: USD 950 Contact Information Please enter all the information below in BLOCK CAPITALS Title: Mr Mrs Dr Miss Ms Prof First Name: Last Name: Address: * Job Title: Organisation: Address: City: Postal / Zip Code: Country: Phone Number: Fax Number: * Please refrain from using free accounts when ordering (e.g. Yahoo, Hotmail, AOL)

5 Page 2 of 2 Payment Information Please indicate the payment method you would like to use by selecting the appropriate box. Pay by credit card: You will receive an with a link to a secure webpage to enter your credit card details. Pay by check: Please post the check, accompanied by this form, to: Research and Markets, Guinness Center, Taylors Lane, Dublin 8, Pay by wire transfer: Please transfer funds to: Account number Sort code Swift code IBAN number Bank Address ULSBIE2D IE78ULSB Ulster Bank, Main Street, Blackrock, Co. Dublin, If you have a Marketing Code please enter it below: Marketing Code: Please note that by ordering from Research and Markets you are agreeing to our Terms and Conditions at Please fax this form to: (646) or (646) From USA or From Rest of World

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