Home

Help Desk & Support Center
Call Center Management
Tech Support Resources
Project Management
Contact Center Technology
Online Support
Customer Satisfaction
Knock Your Socks Off Service
Help Desk Institute
Telecom Books
Communication Skills
Call Center Monitoring
Metrics & Benchmarking
CRM
Hiring, Training, & Retention
Outbound Telebusiness
Novelties, Gifts, & Humor
Bargain Books (50% off)

Call Center Courses
Telephony Courses
ITIL & Help Desk Courses

Subject Index
Catalog Index

About
Contact Us
Shipping Options

Call Center Benchmarking: How Good is "Good Enough"

by Jon Anton & David Gustin, softcover, 83 pages, $46.95

Quantity:

Overview

If you believe that significant improvements can be made to a certain service, process, or practice, but don't know what changes to make, benchmarking is the way to find out.  Setting out to benchmark a service, process, or practice requires your organization to carefully scrutinize its own processes prior to starting the benchmarking effort. This book will provide you with the necessary steps to take in your benchmarking efforts and will show you what aspects to take into account in order to make benchmarking your call center a success.

Table of Contents

  1. Introduction
  2. Benchmarking Defined
    • Why benchmarking?
    • A word of caution
    • Hallmarks of success
  3. Areas to Benchmark in Your Call Center
    • Call center costs
    • Call center performance measures
    • Caller satisfaction measurement
    • Call center strategy
    • Human resource management
    • Knowledge available to agents
    • Knowledge generated by the call center
    • Call center technology
    • The integration challenge
    • Facilities and design
  4. Benchmarking Your Call Center
    • Ten steps of benchmarking
    • Critical success factors
    • The rules
  5. Interpreting Call Center Benchmark Data
    • Same line of business interpretations
    • Cost structure focus
    • Human resource practices
    • Productivity
    • Calculating the value of a gap
    • Suggested management actions
  6. Conclusions

Appendix: Available Call Center Benchmark Studies


The Resource Center for Customer Service Professionals
Tel: (708) 246-0320   Fax: (708) 246-0251  

Copyright © 1999, 2012 Resource Center for Customer Service Professionals.  All rights reserved.
Last modified January 9, 2012