The affect of this is that the average for each

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Unformatted text preview: uestion (and sub-question) that the participants responded to, but the number of participants answering each question often varies, so the averages are only relatively related to each other. The affect of this is that the average for each question “MUST STAND ALONE” and cannot be directly related to the other numbers. The averages are, however, relatively representative of the “industry average” when taken in their overall context. In your benchmarking research, what are today's hot issues for call center managers? Our list of “hot” issues tends to vary almost month to month as we poll the members of our benchmark community. Currently the following are at the top of most call center manager's agendas: 1)preparing the call center for “eBusiness” 2) striving for a balance between efficiency and effectiveness, 3)seamlessly integrating e-mail, Web site, and telephone contacts, 4)redefining the call center from a cost center to a profit center, and 5)processing the mountains of data generated by customer contacts. Is it possible for some companies to have more than one call center represented in an industry report? If so, can a company that had at least two call centers be represented in the “Average Group” and the “Best of Average” at the same time? It is possible for a company to have more than one call center represented within an industry report; however, it is important to remember that our specific methodology is to benchmark call centers, not companies. Therefore, each call center is benchmarked as an individual entity, thus bringing its own merit to the report. Please Bullet point the major “hot” issues for those striving to be best-in-class call centers. Top five hot issues that we are seeing in the States:' 1. minimizing agent turnover by applicant screening to ensure better “fit” for the telephone customer service type of job 2. developing practical strategies to migrate callers to use email and web chat for low-value interactions, i.e., call avoidance 3. measuring caller satisfaction and driving results in real-time to all levels in the call center to change behavior 4. adding user-friendly analytics to allow better decision making within the call center, and to make caller data available to departments outside of the call center, i.e., like marketing, QA, and others 5. experimenting with using countries like India to outsource customer interactions to determine the cost effectiveness © Copyright 2005 BenchmarkPortal, Inc. 166 This report is for internal Aspect use only. Distribution of this Report outside of Aspect is strictly forbidden. Frequently Asked Questions From The Popular “Ask Dr. Jon” Column Question Answer The data used in peer group benchmarking comparison is up to 24 months old. Shouldn't data be more current to benchmark? Early on we decided on a “rolling” 24 months window for peer group comparison. We are seriously considering changing this to a 12 months window. Benchmarking is not an exact science. We are comfortable with our current methods, but we now have so many participants that we plan to move to...
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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 University-West Lafayette.

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