Unformatted text preview: orwarded to the BOD’s and
even suggest a letter be written to the BOD’s for the
most irate. Our users are primarily Realtors and I can’t
think of another user base that works more closely
with each other. The old adage of 1 customer will
relay their negative feelings to 8 others and they will
relay to 8 others gets multiplied by 20 with this user
base. What’s the best cause of action to try and keep
this from tarnishing our company’s good reputation? Thanks for your question. I would very much like to
know more about what the negative “rule change” was,
but regardless, here is my advice: How do call centers operated by Government
agencies differ from call centers in private industry? In July, we launched a special benchmark study of call
centers in Government agencies, namely Federal,
State, and Municipal centers (also know as the “Public
Sector”). We are already seeing some interesting
differences. In general, we have found that Public
Sector call centers are more focused on effectiveness
to ensure that their annual budgets will be re-approved,
and less on efficiency. Therefore, costs per call might
be higher in the Public Sector, but so are “once and
done” calls and turnover is much lower. The complete
study will be published in January of 2001. How is Public defined, is it a combination of all
Government agencies or something else? Public means a governmental agency,
period……Private means an actual corporation, or a
non-profit organization. How many and who consisted of the Peer Group? Typical Peer Group is ideally 30 call centers. How do you assure that the data submitted and then
benchmarked against is valid and true data? Good question and one of our most frequently asked
questions. We do all of the following: 1. Most customers can relate to a balanced and fair
2. I have to assume that your BOD is not an irrational
group and that the policy change is something that
must be done for a good business reason.
3. I suggest you share with your users the predicament
that your company is in, and the business rationale
behind the decision by the Board.
4. The best relationship management strategy between
customers and companies is balanced, rational, and
fair...I am assuming that your Board has taken this into
effect and that the problem has been articulating their
position to your users with a positive spin for both
parties. 1. We visit many call centers to validate their data.
2. We put participants on notice that their data may be
audited at moments notice.
3. We also do several “reality checks” on the data and
flag data that seems to be out of range or just plain
4. We also have cross-computations through which we
compare numbers submitted…..any data point two
standard deviations from the mean is flagged
immediately for further review.
5. Lastly, we have a staff of QA experts that inspect
every data point submitted, and who are quick to call a
participant whose numbers seem unrealistic. Copyright © 163 2005 BenchmarkPor...
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This note was uploaded on 02/22/2012 for the course CSR 309 taught by Professor Staff during the Fall '08 term at Purdue.
- Fall '08