Call Center Benchmarking: How Good is "good Enough"

Front Cover
Purdue University Press, 2000 - Business & Economics - 84 pages
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Executives are beginning to recognize the potential of the call center as a significant revenue generator, perhaps one of the surest investments they can make in enhancing and creating customer value and bottom-line profits. Return on investments made in customer accessibility is seldom less than 100% in the first year, and frequently even more if customer lifetime value is included in the equation. Herein lies the challenge and the primary reason to benchmark your call center metrics against not only the best-in-the-world, but also your most direct competitors, i.e., best-in-class. This book describes in practical terms the "ins and outs" of benchmarking.
 

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Contents

Benchmarking Defined
3
Areas to Benchmark in Your Call Center
11
Benchmarking Your Call Center
41
Interpreting Call Center Benchmark Data
57
Conclusions
71
Call Center Benchmark Studies
73
References
75
Index
77
About the Authors
81
Copyright

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Page 3 - Benchmarking is the search for industry best practices that lead to superior performance.

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About the author (2000)

David Gustin is the director for Global Business Intelligence's research programs.

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